Law Dispatcher

Once again, I have been made to face my shortcomings…better yet,…my short patience. It really came to light when I read two articles in The Journal Of Emergency Dispatch. Let me explain what happened. I received a 911 call today from a lady who was very angry over an incident that had just occurred and she was on a rant. I only tolerate so much of this before I will cut you off and try to obtain the information I need in order send help. There are a couple of reasons for my rudeness: 1. It’s a 911 line. Don’t tie it up unnecessarily. Say what needs to be said and hang up. 2. I don’t need to hear your whole story. I’ve been around the block enough times to pretty much figure out what has transpired before you even tell me…so keep it short and sweet. Anyways, this chick failed to verify her address for me. After several times of inquiring what it was and not getting an answer, I asked her when the incident occurred. “It just happened, just now.” And she continues on with her rant. I interrupt again to try to obtain the address and she gives me the house number and continues on ranting. I interrupt again with a curt response of 389 (the house number she gave) doesn’t tell me where you live. What’s the street name? Obviously, she detected my attitude and became more frustrated with a “Oh, just forget it!” and the call ended. Fortunately for her, I had an address and most of the story so I was able to send the proper authorities. She later called back and got another operator to whom she admitted she was frustrated and apologized for hanging up.

She was on a rant because she was acting to the situation she was in. I was short with her because she failed to answer my question. As a public servant, I’m expected to bury my short attitude and provide a quality service, which for the most part is what is rendered. Most 911 operators have special traits that allow them to not only want to serve the public but also have the ability to do so. 80-85% of people cannot perform in this job. For whatever reason, they are not wired to do it, and that’s okay. We recognized we are a special breed. 99% of the time, we do a fantastic job at it, but we all (911 operators/dispatchers) have our off moments. We usually recognize them instantly, and we feel horrible about it. It’s part of our nature. It is most unfortunate that about the only stories you hear on the media are negative stories about 911. For every negative story you hear, there are millions more that have a positive response.

Yes, we have our issues, but please afford us the benefit of the doubt that we can do our jobs properly and recognized that many others have been helped because we were there to serve them.