It takes a special person

Last week was National Public Safety Telecommunications Week, check back each day as we highlight the work these dispatchers do.

BROOKHAVEN — One phrase expressed countless times by dispatchers was it requires a special person to work the job. At each desk there are six monitors, it can be a little overwhelming at first glance. Dispatch Supervisor Vicki Magee said her team works together to help run dispatch smoothly.

Dispatcher Sara Beth Reeves said there are a handful of qualities needed to be a dispatcher. One of the qualities is certainly a heart to serve people.

“You have to be calm, be able to multitask and stay calm with someone on the phone who is going through a bad situation,” Reeves said. “You have to make sure they are there for them. You have to love the job.”

She added working together in close proximity to other dispatchers helps. They become like a family. Dispatcher Alanna Smith said they get used to the other dispatchers and know how to help fill the gaps.

“We become a family and spend more time together than at home. They know what I need,” Smith said. “We can hear it in their voice when they have a serious call because we have been here for so long. We also joke that it is the momma’s ear. Mom always knows when and what you are doing because she hears things. You get some calls and you have to go with your gut, your gut tells you something isn’t right and you have to listen between the lines.”

Magee said one thing all dispatchers learn is to take the call as their priority until it is completed and closed. Reeves said sometimes callers get frustrated because they are asked questions. She explained those questions are needed to help coordinate the emergency response.

Similar to when the tones drop for first responders, dispatchers never know what will be on the other end of the line when a call comes in. Reeves said every day is different and there is little downtime. Every single day, the dispatchers said they learn something new.

Reeves worked at Home Depot and a convenience store before working for dispatch.

“I had no club about none of this. When I came in, I was scared. I wish I had done it sooner,” Reeves said. “I had a hot call where I helped this person. Just being there for the caller I knew this was my calling.”

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