911 dispatchers honored for role in saving lives and ensuring public safety

Dan Starcher
·2 min read

National Public Safety Telecommunicators Week is dedicated to honoring the contributions of 911 dispatchers.

Celebrated annually during the second week of April, communities around the country shine a light on the role of telecommunications personnel in ensuring public safety and saving lives. The professionals are the calm voices on the other end of the line during times of crisis, providing vital assistance, support and guidance to those in need.

“911 emergency telecommunicators perform a critical function when an emergency occurs,” read Commissioner Jonathan Hofstetter from a proclamation. “These telecommunicators serve the citizens of Wayne County with their emergency and non-emergency calls for law enforcement, fire and emergency medical services, and dispatching the appropriate assistance as quickly as possible 24 hours (per) day, seven days (per) week.”

Their role is crucial in coordinating the response of emergency services such as police, fire, and medical personnel to incidents ranging from accidents and medical emergencies to natural disasters and criminal activities. Dispatchers must remain calm under pressure, gather essential information quickly and accurately, and clearly relay critical details to first responders.

With their ability to multitask, make split-second decisions, and reassure callers in distress, 911 dispatchers play a vital role in saving lives and ensuring public safety.

Officers from the Wayne County Sheriff’s Office and the Wayne County Commissioners recently visited the 911 dispatch center to present a proclamation recognizing dispatchers’ hard work and dedication during National Public Safety Telecommunicators Week.
Officers from the Wayne County Sheriff’s Office and the Wayne County Commissioners recently visited the 911 dispatch center to present a proclamation recognizing dispatchers’ hard work and dedication during National Public Safety Telecommunicators Week.

Dispatchers have unique set of skills

“We are the first, first responders in an emergency,” said 911 Dispatch Assistant Director Betty Riggs. “In times of crisis, we provide assistance and guidance to callers until help arrives.”

Becoming a 911 dispatcher requires a unique set of skills and abilities.

First, excellent communication skills are crucial as dispatchers must effectively gather information from callers and relay important details to emergency responders. Critical thinking and problem-solving skills are essential because dispatchers make quick decisions in high-pressure situations. Additionally, the ability to remain calm and composed under stress is vital.

“We are continuously working on improving our skills. We never know what the next emergency will be,” Riggs said. “We operate 24 hours per day, 365 days per year. It is a demanding position, and it takes a special person to excel in this challenging but rewarding profession.”

Riggs knows the profession inside and out. In 2023, she earned the CIT (Crisis Intervention Team) Professional of the Year Award from the National Alliance on Mental Illness (NAMI) of Wayne and Holmes Counties for her dedication to crisis intervention. CIT training is crucial for first responders as it equips them with the necessary skills and knowledge to handle situations involving individuals experiencing mental health crises compassionately. It gives first responders a better understanding of mental health issues, de-escalation techniques, and resources available to help individuals in crisis.

Dan Starcher is the Public Communications coordinator for Wayne County.

This article originally appeared on The Daily Record: Wayne County dispatchers recognized during Telecommunicators Week