A little more than half way through our EMT class we were offered extra credit. Our teacher wanted us to get a real feel for all aspects of the EMS field and suggested we try to observe at the ER and/or the 911 dispatch center. At this point I had finished my ride along program with the county paramedics and two fire departments but didn’t feel like I had enough hands on patient contacts. I thought this opportunity would be great not only for the extra credit but for the extra experience.
I tried to go into the ER to observe but had difficulty finding a time that would work for myself as well as the medical director, whom I needed to shadow. So I never had the chance to meet him or work in there. However, I did have a chance to observe at the 911 dispatcher center.
*Mrs. Molly Stock is a dispatcher and welcomed me with open arms to sit with her for a few hours at a time, I observed with her two separate nights.
She showed me how they navigate through the very intimidating computer system. There were 6 computer screens, three key boards, 3 mice and a foot petal hooked to the dispatch radio box. If she would move one mouse, the arrow would zoom across all 6 monitors that were connected together. I was so impressed by the level of multitasking it takes to be a dispatcher. She was able to answer a 911 call, talk to the caller while at the same time calling and talking to other emergency agencies and inputting information on the screen, simultaneously.
We took several calls almost constantly throughout the 4 hours each night I sat with her. Most of which were BS calls and I couldn’t believe people were calling 911 for half the stuff they were. Such as “My neighbor’s dog has been barking for three hours and I am sick of it. Send police!” Really? Do you have to call 911 to report this? Have you ever heard of the non-emergency phone numbers to your local authorities? I then realized the system can be abused sometimes and it really is sad.
About 2230 (10:30P) we receive several calls for a shooting. The switch board is blowing up with callers saying they heard shots in an alley and know nothing else. Several dispatchers including Molly are taking these calls. Police have been dispatched to the area, several police. 15 minutes pass and we receive a call from a frantic man cussing at Molly telling her “there were shots 15 minutes ago where are the ******* police!?” “I have several officers in the area sir.” She says in a rather annoyed tone.
When police respond to an area for a crime that has been committed, often times they omit their siren and lights so they don’t alarm the criminal and scare him out of the area, they want to sneak up on him/her and catch them! Hence the fact this man heard no sirens and assumed police never showed up.
I learned a great deal these two nights and was able to see how dispatchers and other emergency professionals communicate. I learned some code they use and also learned what is going through dispatcher’s minds when they receive 911 calls.
*Name has been changed
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