Telecommunicators Week highlights those behind the scenes

Apr. 23—WEATHERFORD — Brightly-colored streamers adorned the doorway leading into the Communications Center at the Parker County Hospital District EMS 1 station Thursday morning.

Inside, snacks, balloons and streamers served as a reminder of the waning days Public Safety Telecommunicators Week, which recognizes these employees for their commitment, service and sacrifice.

"These folks do an awesome job," Communication Supervisor Raylon Bryant said during a recent tour of the operations that go on behind the scenes. "These are the first first responders."

Two telecommunicators quietly took phone calls in the background while viewing a plethora of screens used to field and dispatch emergency calls.

Two Emergency Medical Dispatch certified staff members — one call-taker and one dispatcher, though each is cross-trained to do both — are always on deck, working 12-hour shifts to ensure someone is always there to answer. The call volume averages around 85 calls in a 24-hour period.

Lauren Ogden has been with the department a little under two years, and said she's loved what she does since her first day.

"I really enjoy being able to help anyone who calls in," she said. "Sure, some calls are stressful, but we've been trained really well."

Part of that training includes a script with protocol-based instruction telecommunicators can use while waiting for medics to arrive on scene. The instructions are written by doctors and approved by administration, with copies on the computer as well as a physical flip book.

"The call-taker is asking questions and giving guidance while [the other] is dispatching, so it's a zero-second response time," Bryant said.

Another part of that training and guidance is remaining calm during a call, which sometimes may be easier than others.

"You can tell how stressed [they may be] based on the way they talk after we answer," Ogden said. "But we just ask them questions — while dispatching — and keep reminding them this isn't slowing anything down and that help is on the way."

The way the process works, if someone calls 9-1-1, they are connected to the closest law enforcement, which then transfers the calls to the EMS office. In some cases, telecommunicators may then contact outside agencies, such as air on Medstar, and work with them to get help on the way.

Calls can range anywhere from someone having a heart attack or involved in a car wreck to a stubbed toe to a jelly bean up the nose.

The whole process is rewarding, said telecommunicator Erica Emmett who is halfway through her third year.

"I really enjoy the camaraderie you find with first responders," she said.

Technology has improved by leaps and bounds, from answering calls on a "red Batphone" and writing an address on a slip of paper to a caller's location being immediately identified, either by a ping from a nearby cell phone tower or landline, an incredibly helpful tool for someone who may have no idea the address they're calling from.

Emmett took a call from a young girl having an emergency who used the Siri function after she couldn't access her cell phone. First responders were also able to reach the girl's mother after accessing her emergency contact.

About a year ago, the team began implementing FaceTime as visual aid, so telecommunicators can request video access to the caller's phone and see everything that's going on. It's been a valuable tool in helping ensure someone is correctly performing CPR, for instance, or helping someone diagnose whether they're having a stroke by observing their facial muscles.

"It's been a big change because we're mostly in a nonvisual role," Bryant said.

Closure is also a key part for telecommunicators, the supervisor added.

Staff can request the outcome of a situation if they took the call, and Emmett added medics have also been great at providing them updates.

"That's a big part ... and some situations may not be as bad as they looked originally," Bryant said.

Emmett pointed out a call she took recently, where the patient died six days later.

"I took some comfort, however, in knowing they had six days to spend with their family and say goodbye to that family member," she said.

Calls are recorded and logged, and mental health professionals can review a breakdown by category to track whether one call-taker might have a higher volume of bad calls, or perhaps a severe emergency involving a child.

"We keep a close eye on people's well-being," Bryant said.

More evidence of that includes desks that can be converted to stand up at, as well as treadmills so staff can keep moving.

Two plaques outside the communications room also show the department's committment to recognizing staff members with the Stork Award — "in celebration of exceptional skill and compassion in delivering new life into the world" — and the Lifesaver Award, "in recognition of exceptional dedication and quick thinking in coordinating lifesaving efforts."