911 dispatcher Shelly Castellano: 'The best part is knowing that I make a difference.'

This is the second installment of a two-part series as we recognize National Public Safety Telecommunications Week. Read part 1 here.

To acknowledge National Public Safety Telecommunicators Week, The St. Augustine Record spoke to St. Johns County dispatcher Shelly Castellano. The mother of three admits to not just loving her journey as a 911 dispatcher, but understanding the important, rewarding, impactful and unique role that she and her colleagues play in changing lives. Every. Single. Day.

With calls ranging from monkeys screaming to ducks caught in drains to fatal tragedies, no two calls are ever the same. And according to Castellano, the days are never slow. But no matter what kind of day she has, Castellano underscored how honored she fells to perform her role as a 911 dispatcher.

The St. Augustine Record: Can you describe a typical day in the life of a St. Johns County 911 dispatcher?

Shelly Castellano: My coworkers and I answer multiple calls every day, all day, for car crashes, disturbances, thefts, car chases, shootings, suicides, runaways, home invasions and those who are being held as Baker Acted.

Editor’s Note: According to the Florida Department of Children and Families (DCF), The Florida Mental Health Act, commonly referred to as the Baker Act, supports crisis services for individuals with mental illness to treat a mental health emergency as a medical emergency. Under the Baker Act, individuals may be taken to a facility voluntarily and/or involuntarily if he/she has a mental illness and due to that mental illness, pose a harm to themselves or others.

Shelly Castellano: We must be tough and unemotional, acting as the calm in the middle of the storm. In the heat of the moment, you push through the call, knowing that every second counts until the very last one. Afterwards, you feel good about helping someone and making a positive difference. The best part is knowing that I make a difference; sometimes that’s bringing closure to a family who suffered a tragedy or hearing a newborn baby crying on the other end of the line after a quick birth.

The St. Augustine Record: Are there any differences between the calls received from St. Augustine residents and those made by guests and tourists?

Shelly Castellano: I believe the calls coming from St. Augustine residents are the same as in any other town. However, the calls we receive from those who are unfamiliar with their surroundings are different. Being in an unfamiliar territory can cause more anxiety when facing a dilemma or tragedy.

The St. Augustine Record: Can you describe working as a 911 dispatcher during a hurricane?

Shelly Castellano: Hurricanes create a different atmosphere because it’s a statewide emergency. We are required to work to serve the community while our families stay at home or evacuate. It’s hard to be away from them, but we know that our roles are important to the entirety of the community. Depending on the severity of the hurricane, we pack clothes and items for up to three days and we work around the clock.

The St. Augustine Record: Can you describe situations that have truly frightened you?

Shelly Castellano: Yes, home invasions and hearing gunshots while speaking to someone. Hearing terrible situations in real time is a reminder that the community truly counts on 911 operators to get them help as fast as possible. Every second counts. Sometimes being the “first” first responder is overwhelming, but there are times that you know you absolutely made a major difference in the life of another. Like I said, seconds matter in life-or-death situations. As dispatchers, it’s our job to make those first second’s count.

And when the dust settles, we must process how to handle the stress, which includes stepping aside for quiet time or reaching out talk to someone. We work long hours and as much as you try to leave work at work, some calls go home with you. It's impossible to completely “forget” all of your calls every day.

The St. Augustine Record: Can you share a story that really impacted you?

Shelly Castellano: Yes, the individual who jumped from the St. Augustine Lighthouse. That was a surreal moment that caused anxiety for many in the call center that day. It’s sad and strange, to hear of a tragedy that happened in a familiar spot. Many dispatchers have been to the St. Augustine Lighthouse, so several coworkers were also upset. I had an overwhelming feeling of sadness. I can’t imagine the pain felt by the family of the person who jumped. The rest of the shift was definitely somber.

The St. Augustine Record: How did it affect your work the rest of the shift? The next few shifts?

Shelly Castellano: It’s tough – but part of your job – to pull yourself together for the next emergency. Calls don’t stop coming because of a major tragedy. Oftentimes, we get several disturbing calls in one day and we need to be 100% there for everyone. Days after this particular shift, I reached out to talk to my peers to truly dissect my feelings. Life is precious. My family and my mental health will always remain the number one priority.

The St. Augustine Record: What resources are available to you following a tragic event?

Shelly Castellano: My agency offers a peer support group, a licensed mental health professional and provides the resources to access therapists who cover a variety of issues. We also lean on each other. Coworkers know exactly what you’re going through. We have each other. I always make myself available to my coworkers when they’re feeling low. I’m there if they’re upset about a call or even if something’s happening at home. If there are stressors at home, the job becomes more difficult and vice versa. I have people I can turn to. We are constantly building on our peer support group within the agency to make it as strong as possible.

The St. Augustine Record: Describe peer support.

Shelly Castellano: Getting help is as easy as making a phone call. Peer support is invaluable. Expressing your day with someone who has never walked a day in the life of a first responder is hard. I became involved with my peer support group as soon as I learned about it. Although talking with a peer doesn’t change what happened, it gives us a chance to ease the load of our feelings. And it’s important for me to fill those shoes and be there for my colleagues.

The St. Augustine Record: What advice do you give to first responders who are struggling?

Shelly Castellano: Make time for your mental health. Remember to eat well, sleep well, exercise and spend time in the sun. Your family should always be a priority. Lastly, keep your focus in the moment both at work and at home.

The St. Augustine Record: What do you believe the benefits of peer support are?

Shelly Castellano: Beyond fostering a sense of camaraderie, peer support provides a vital platform for open communication in an environment where our unique challenges are understood. This interconnectedness offers a supportive space where we can express our thoughts and emotions. Also, peer support acts as a preventative measure against burnout by creating a safety net where early intervention is normalized. In times of critical incidents, talking to a peer helps you process tragedy and understand your emotions.

This article originally appeared on St. Augustine Record: St. Johns County 911 dispatcher Shelly Castellano describes her job