A couple of weeks ago I did a 911 ‘sit along’ as part of my citizen’s police academy. This came just a few days after after I’d heard presentations from our local SWAT and negotiation teams and, sadly, just a week or so before Colorado experienced yet another school shooting. Taken all together, not only do I have a renewed appreciation for the work of our local law enforcement but also a deeper understanding of the team effort that kicks into high gear when emergencies occur.
It was a relatively uneventful day when I did the 911 sit along, which meant I got the opportunity to have a more in-depth discussion with one of the operators about what it was really like to be a 911 dispatcher. First off, it is not for the faint of heart (obviously) or for those who can’t multi-task. Given the level of technology these days, dispatchers have to be able to cope with monitoring and entering data in at least three open computer screens (and that’s not including CCTV footage or maps that transmit police unit locations in real time) all while listening to to the multiple radio frequencies constantly transmitting in their ears, as well as actually fielding and dealing with the 911 calls coming in. The dispatcher I was assigned to was a veteran of the Aurora shooting (when 911 calls flooded all the local centers) as well as the many youth suicides that our community has, unfortunately, had to deal with in recent months.
Our local 911 center also fields all non-urgent calls to our local police department so I got to witness calls that ranged from the life-threatening (a driver passed out in his car in the middle of traffic) to the mundane (rabbit trapped in window well). Even on the day I was there, I saw multiple incidents being referred to our local school resource officers as well as the emails coming in to the 911 center via the local, anonymous tip line, Safe2Tell, about potential threats to local schools. It became increasingly clear that mental health calls are a huge part of our local 911 dispatcher’s lives and I got to witness the delicate balancing act local law enforcement plays in trying to mitigate against the overwhelming number of tips and calls they receive about schools and students. As the mother of two 8th graders, it was sobering indeed.
One of my key questions to the dispatcher I was assigned to, was how she dealt with the stresses of her job. Being married to a police officer, helped, she said, as he understood what she had to face and they could talk and decompress together. It was also clear that our local police department provides a supportive environment that ensures everyone receives the counseling they need, particularly after distressing events like the recent spate of teen suicides.
It’s hard not to reflect on the events of this past week, and not appreciate the role of both 911 dispatchers and law enforcement. I’m sure our local dispatchers fielded calls as local schools went on lockdown or, as my sons’ school did, secure perimeter, in response to the STEM school shooting. No doubt our local police officers rushed to the scene to provided backup before our victim advocates arrived on scene to help provide parents and teachers with the support they needed.
The police citizen’s academy has given me tremendous insight into how our local police department operates and made me realize how little I understood the complexity and role of our local 911 dispatchers. After spending just a few hours in the 911 center, my writer’s brain was whirring with possible characters and plots for a novel, but now, given the events of the past week, it feels like it’s all hitting a little too close to home…so I’m going to put the book ideas aside and hug my teenage boys a little tighter instead.