In 1994, the second full week of April was designated as telecommunicator week.
This week was set aside to recognize the unseen heroes, under the headsets, the first, first responders. In honor of this week, April 14th -20th, I would like to mention your current Texas County heroes who answer the call every day.
This career is not for the faint of heart, as almost every call that is answered is someone’s worst day. However, during all the dark calls there are the calls that allow a glimmer of hope to shine through. Hearing a child cry that wasn’t breathing before is one of the best sounds ever. Hearing someone able to talk and breathe normally after a medical emergency, knowing that instructions provided helped, is a reassuring feeling.
As a dispatcher finishes up one call, they answer the next each time with a reset, calm voice, not knowing what the voice on the other side will sound like or be requesting. Below is just a small example of calls that are received by dispatch. Keep in mind that these are only examples of what type of calls are received and may not be the exact ones that the dispatcher has taken (yet). Due to the confidentiality and respect of all callers I will not give precise details about any events.
As the phone rings:
Tyler: “9-1-1, where is your emergency?”
Caller: “At my sister’s house, she is having some kind of asthma attack, hurry get here!”
This was an asthma attack, Tyler talked to the caller, calmed her down obtained the address and gave her instructions to help her sister. An ambulance and first responders were notified within seconds.
Lizzie: “9-1-1, where is your emergency?”
Caller: “I need help, my husband is having a heart attack!”
Lizzie asked questions, gave pre-arrival instructions, talked to calm down both the husband and wife. Ambulance and first responders were dispatched.
Josh: “9-1-1, where is your emergency?
Caller: “I have been trying to get ahold of my mom for the last four hours and she is not answering. I am out of state, but she usually always answers the phone. Can someone check on her?”
Josh talked to the daughter, obtaining an address, name and phone number. He asked about any medical conditions, and any pertain information about the mom and residence. Located the address and sent law enforcement for a well being check.
Megan: “9-1-1, where is your emergency?”
Caller: “Fire! My house is on fire!”
Megan calmed the caller down, obtained the address and made them understand that everyone needed to get out of the house. She also asked the caller if any one was injured. Two fire departments and an ambulance was notified.
Brad: “9-1-1, where is your emergency?”
Caller: “There are people in my barn, and they keep looking at me with their orange eyes.”
Brad talked with the caller, working with mapping software was able to confirm the location. While Brad kept talking with the caller, it became clear that the caller was experiencing a mental health emergency. Brad was able to keep them talking and calm until law enforcement and an ambulance arrived.
Zach: “9-1-1, where is your emergency?”
Caller: “Can you come here and make my mom and dad stop fighting?”
This domestic the young caller was not sure about the address, but Zach talked with them asking questions and was able to locate them. Law enforcement was sent, as Zach continued to talk with the child that was hiding in their bedroom. The child was scared if the parents found out they called. Steps were taken to protect and reassure the child all was going to be ok.
Myrissa: “9-1-1, where is your emergency?”
Caller: “We are at the park and my nephew is having a seizure.”
The caller was not familiar with the park address but knew the town. With that Myrissa was able to locate them and confirm where in the park they were. An Ambulance was dispatched while Myrissa gave instructions to the aunt.
Erin: “9-1-1, where is your emergency?
Caller: “My, wife she is in labor!”
Erin obtained the address; the wife had gone into labor unexpectedly. An ambulance was notified along with first responders. Erin talked to the husband about what to do and what to get ready for. The ambulance arrived just before delivery. When the ambulance was able to give an update the joyous cries of the infant was heard in the background.
William: “9-1-1, where is your emergency?”
Caller: “Highway 63, two cars just hit each other, and here comes another about to hit …”
William confirmed the exact location, asked questions about injuries and types of vehicles. Two ambulances, one helicopter, the fire department, highway patrol, a deputy and the coroner were notified.
Tyler C: “9-1-1, where is your emergency?
Caller: “Hurry get here my mom won’t wake up!”
Tyler was able to get the address from the 13-year-old caller. An ambulance and first responders were dispatched. After asking questions, he gave the brave child instructions on how to do CPR until the ambulance arrived.
Even though the question is asked ‘Where is your emergency’, most of the time the caller will shout out the problem or emergency like on autopilot. This is expected especially when someone is experiencing a crisis. Dispatch is trained to talk them through it, help to calm them down and obtain the needed information. Where is asked first for one main reason, to know where to send help, even if the phone call is ended right after the ‘where’ is located.
For every call dispatch must make quick decisions, prioritizing calls, notifying field responders while talking and giving instructions to the caller. I would like to say that each call that is received happens one at a time, unfortunately that is not the case. There could be many medical calls, fire and law enforcement calls happening in the same time frame. In addition to traffic stops, hang up calls, misdials and general questions or wrong number calls. For every event there is documentation associated with it. Including notes, times and agencies contacted. While keeping up with each responsibility, they are also continuing to monitor and keep track of every field responder, making sure their safety is top priority.
Unfortunately, once a caller hangs up, often the dispatcher is not thought of again. Even though they answered the call, provided lifesaving instructions while hearing the cries for help including the unimaginable background sounds. Still these brave souls chose to serve their community, showing up day after day, to answer your call, usually leaving mentally exhausted. In 2023 Missouri officially recognized 9-1-1 dispatchers as First Responders, this reenforcing the importance of these unseen HEROES.
On behalf of Texas County 9-1-1 dispatch, I would like to express our gratitude to all that have and continue to support dispatch. Your every gesture of recognition from a spoken thank you, a card of thanks, a small snack or a full meal brought in, is appreciated more than you know.
The Texas County Emergency Services office in Houston is funded by a 3/8-cent countywide sales tax approved by voters in 2013. Director Terra Culley can be reached by phone at 417-967-5309 or by email at terraculley911@hotmail.com.