National Public Safety Telecommunicators Week, or more commonly known as National Dispatchers Week is celebrated between Apr. 12-18. The week-long celebration brings those voices behind the phone during an emergency to the forefront, for they are the first people responding to every crisis.
“Dispatchers are our eyes, ears, and voice while responding to calls. We rely on the information that they obtain from the caller to make informed decisions before our arrival,” said Paris EMS paramedic Chris Shoemate.
For Lamar County dispatchers, they are the first to hear your calls for help, no matter where you may be. They then coordinate first responders from; Paris EMS, Paris Fire Department, Paris Police Department, Lamar County Sheriff’s Office, Reno Police Department, Department of Public Safety, Wardens, Precinct Constables and some 19 Volunteer Fire Departments all who are on standby during every minute of the day waiting to respond.
“They are more than ‘just a dispatcher,’ they are the true first responder. They listen intently to you as they ask questions about what is happening, then they start sending that information out,” explained Paris Police Chief Bob Hundley.
He says that it takes an extraordinarily exceptional person to be a dispatcher. Not only do they have to be a superstar at multitasking, but they also have to have the innate ability to communicate clearly and calmly with all kinds of people.
Hundley, who spent a decade as a dispatch supervisor, says he has seen first hand the many hats that dispatchers wear daily. Working and listening to many calls and voices, a lot of times coordinating multiple departments to respond to an incident and, of course, those odd calls that always seem to slip in.
“Our dispatchers get all kinds of calls come into them. No matter the type of call, they always answer to their best abilities with a smile,” said Hundley.
One such extraordinary local dispatcher is veteran dispatcher Candice Parks. Parks comes from a first responder family; her father served as a local law enforcement officer, and her brothers steered towards being firefighters, one a career firefighter, and both volunteer firefighters.
“I wanted to help people, I wanted to be the person that could help someone when they needed it most, I just didn’t fit the traditional first responder role-so I became a dispatcher,” Parks explained.
Parks, like every other dispatcher, has put in hundreds of hours of training, as well as acquiring multiple certifications to be able to render all kinds of help to the person on the other end of the phone line.
Taneesha Edwards, another long-serving dispatcher, who is one of a team of 11 with the Lamar County Sheriff’s Office, has had the same training-and like her counterpart, she thrives in knowing that she is there to help when the phone rings.
“The most rewarding part of my job is being able to keep the person on the other end of the phone calm and provide them the assistance they need and knowing that I was able to get my officers home safely at the end of their shift,” said Edwards.
Of all the good days, the bad ones still come. For Edwards she looks at the positives that come from those and pushes through to make sure she never waivers from giving anything less than 100 percent.
“The hardest part of my job is the unknown and uncontrollable moments. When I have to listen to the cries of a parent begging for help for their child or an officer asking for urgent assistance. Being the first to answer the call and last to know the outcome is stressful and challenging,” she explained.
For the 16-year veteran, Edwards explains that though her profession is challenging at times it is also rewarding, “the feeling you get knowing you were someone’s lifeline is priceless.”
Parks, when asked what the best part of her job is, she said it was the ability to help over the phone and the privilege to be the one to answer it.
Yet one of the biggest unknown questions as to what drives a dispatcher to continue to answer the calls differs with each of them. They, like all first responders, come from different backgrounds, have different strengths that add to their team.
“I truly can’t pinpoint one (call) in particular. I love hearing the relief in people’s voices when help gets there, or just being with them on the line, so they don’t feel alone. I love the off the wall, random ridiculous calls that no one would believe even if I could tell them. I love the satisfying feeling when everything comes together, and you get the outcome you were hoping for. I love that it’s a job, unlike any other, and not everyone can do it. I love being a dispatcher,” said Parks.
Unsung heroes are how most of their first responder family describes their dispatchers. Knowing they are the ones that are heard and not ever seen.
“We depend so much on the initial call takers at Paris 911 dispatch center and at Lamar County Sheriff dispatch center. In an emergency, there is so much information that dispatchers get that makes our response appropriate, including accurate directions and coordinated responses,” said Faught VFD Chief Rick Browning of his department’s appreciation to county dispatchers. “They are the calm that keeps everyone moving towards the storm.”
“Dispatchers often go unrecognized, but the service they provide is invaluable. They are the backbone of every emergency service in the county/city. Our police, firefighters, and paramedics could not be as successful without them. In the most difficult situations, they have to remain calm on the other end of the telephone, which is often not an easy task. They are our heroes,” said Lamar County Emergency Manager Quincy Blount.
“Our dispatchers are diligent in performing their duties under some of the most stressful and chaotic environments. To calmly and professionally communicate information is critical to our success and provides an invaluable service to our community. We very much appreciate their service,” echoed Powderly VFD Chief Roger Bussell, of their undeniable talents.
Extraordinary people live the same life and face the same challenges as ordinary people do. But their response and set of values are different. A remarkable person is one who has a strong sense of what is right or wrong, and who chooses to stand by the right, to be there when the times are tough and not waiver in the shadows of danger. And the dispatchers who serve Lamar County are seen as more than just great, they are extraordinary.
“Without their ability to perform their job expeditiously and accurately, we would not be able to do our job as efficiently or effectively. Way too often they are overlooked, but ask any first responder how important a good dispatcher is, and most will tell you they are indispensable. We thank all of the dispatchers for the job they do every day and every night. Their ability to garner information from callers is an integral part of providing the highest level of service to our customers, the public,” said Cpt. Chad Graves with the Paris Fire Department.
“Dispatch is ever changing with new technology, training, and the increased calls for service,” said Lamar County Sheriff Scott Cass. “Telecommunicators in our county and city are hard working professionals who desire serving the citizens, and ensuring they keep our first responders safe.”
Of all the admiration from colleagues and those that our dispatchers have helped; Edwards sums it up best for the next generation of the thin gold line, “This is the hardest job you’ll ever love.”
Thank you, Lamar County dispatchers, for all you do to keep our community safe.
