Emergency Services: Dispatchers are essential to Carson City's public safety response

A 911 phone call to the Carson City Communications Division is a lifeline moment where someone on the other end needs immediate help. The dispatchers on the other end are known as the first, first responders.

Carson City’s dispatch center fields those essential emergency calls, as well as non-emergency in nature, amounting to hundreds every day, each one with different circumstances but with the same goals: Getting the person on the other end the help they need as safely and quickly as possible, whether its from sheriff’s deputies, ambulance or firefighters.

This week is National Public Safety Telecommunications Week, highlighting emergency dispatchers across the country who are fielding the calls with the same universal goals.

The dispatch center is the central conduit of day-to-day and critical incident information flow in Carson City, designed to ensure the safety of all citizens and arriving first responders.

Emergency dispatchers provide direction for administering life-saving techniques until deputies or fire and medical personnel arrive on scene of the incident.

It is during this week, that Carson City gives thanks to these dedicated men and women who make up the city’s dispatch services.

Carson City Sheriff Ken Furlong notes the recognition week is fitting for this essential service.

“It does well to recognize those who will answer the phone when you need help,” said Furlong. “The people in our Communications Division work around the clock with every intention, ambition to see to it to those who call get the help they need.”

The phone calls to dispatch come in many forms, he added.

“Some callers are lonely and need dispatchers to talk with them, others call in dire emergencies and need someone there for them on the other end. There is never a time when someone won’t be there to pick up the phone. It is truly one of the most difficult jobs to have and to do it with great skill, is amazing.”

Last year, the Communications Division fielded 24,699 calls for service to the sheriff’s office, 10,803 fire and medical and 3,950 city government such as public works and parks, for a total of 39,452 calls for service 2017.

The 22 employees of the Communications Division provide the calm, reassuring voice on the other end of the phone line. Whether it is an emergency 911 call, or an emergency with a first responder on the radio, dispatch is the lifeline in getting the help that is needed during critical moments.

“They deserve recognition not only for the difficult job they do, but for all the birthdays, anniversaries, holidays, family gatherings, little league games, spelling bees, swim meets, and any other important events they miss to be here for strangers during their most difficult time,” said Carson City Communications Manager Karin Mracek.

This week, these unseen heroes are receiving all kinds of recognition from co-workers not only within the department as colleagues, but from other departments.

To celebrate the week, the division decked out its office in a Roaring 20’s theme. Carson City sheriff’s office deputies, detectives, sergeants, captains, as well as Carson City firefighters, public works and other departments have dropped by the center this week, filling the office with baskets of goodies, flowers, balloons, cakes, coffee. Most of all, they dropped by to give thanks.

“Everyone has been very thoughtful and generous. We are grateful to work with so many wonderful people,” said Mracek.

The division is made up of 13 Public Safety Communications Operators, 2 Warrants Entry Specialists, 6 communications Supervisors and the Communications Manager.

“They are outstanding, dedicated professions,” said Carson City Fire Department Chief Sean Slamon. “The men and women who are our dispatchers are part of the first responder team and are the vital link between citizens, fire, medical and law enforcement for our citizens.”

Night Shift Supervisor Sarah Johnson, a dispatcher of 10 years, notes the job requires more than skills of listening, multi-tasking and problem solving. It also demands compassion.

“When someone calls 911 they are experiencing one of the worst days of their lives,” said Johnson. “To be a dispatcher requires you to have compassion on the other end. To calm them. To let them know help is there with them and is on the way.”

Dispatcher Megan Gist, who has been with the Communications Division for six years, and before that with REMSA, said the same sentiment holds true for everyone who has chosen to make dispatch a profession.

“I do this because I want to help people,” she said.

Dispatcher Whitney McGill said the job is not for everyone. The pace is fast, and the traumas that people go through are very real. She has been a dispatcher for 8 years, four with Carson City and four in Lyon County.

“No two calls are the same. You walk them through. You talk to them and give them directions. At the end of the day it is about making a difference,” she said.

One of the newest members of the staff, Shelby Ecklund, said she had worked in business development prior to becoming a dispatcher, seeking a different pace and change from what she was doing.

Now 3.5 months on the job, she’s learned the experience is one of a “heightened state of awareness” where seconds count in matters of multi-tasking and call taking.

“Every day is different. That’s what I was looking for. Helping people on the other end,” she said.

This week Carson City leaders sent out a warm thank you to all of the Carson City Communications Center operators and those serving around the country as well.

You can help Carson City’s telecommunication, dispatchers by spreading awareness about non-emergency calls. Non-emergency calls can disrupt dispatch communications and may impact both public safety and emergency medical services. Please only dial 9-1-1 for emergency purposes and be sure to lock your phone before putting it in your purse or pocket.

For non-emergencies please call:
775-887-COPS (2677): The non-emergency number for Carson City Sheriff’s Office.
775-887-FIRE (3473): The non-emergency number for Carson City Fire Department.