Behind the scenes of 911 dispatch, an integral part of first response

She is one of the first voices you will hear if you call for help.

Fisher says staying calm during calls can be extremely tough and there are many situations that pull on the heartstrings.

“Knowing that us being calm means getting the best help we can get them in the most efficient time possible, is something we’ve been trained to do and continually train to do so we keep up our skills,” Fisher explained.

Fisher was born and raised in Medicine Hat, and she is happy to support the community in a positive way. They are the first stop of communication during emergencies.

“As dispatchers, we often provide support to people in the worst days of their lives and some of the traumatic experiences so that’s something we can do to give back,” she said.

Whether it’s the day or night shift, the team of 20 never knows what the incoming calls will bring.

According to the manager of the 911 Communications Centre, dispatchers are instrumental in supporting first responders including police and fire, as well as the public.

“We average about 11,000 calls in a month, so we can break that down to just over 300 calls per day, per 24-hour shift,” Paul Blasetti said.

During a shift, the communication centre works in teams of four.

And prior to his current role, Blasetti was a paramedic for 25 years.

“So I was on the other end of them telling me where to go. So I’m on this end understanding the technology and reliance of dispatch in today’s generation,” Blasetti added.

First responders rely on 911 dispatchers for information so they can respond efficiently and know what to expect when they get on the scene.

“This allows their time to be minimized for them trying to figure out what’s happening once they get on the scene so they can provide speedy service to the community as well,” Fisher told Chat News.

Dispatch plays many roles in the community.

Fisher says they answer a lot of non-emergency calls for police and bylaw as well.

“We offer some special transit dispatching and support as well as all the emergency utilities after hours with call-taking and dispatching support.”

And just because you don’t see them, Blasetti says this is the week to recognize the voice on the other end of the line.

“Thank you for them for their dedication, their passion, their ability to remain calm, their skill set to provide critical information for our responders, and assurance of public safety,” he said.

by Chantal Wagner

Behind the scenes of 911 dispatch, an integral part of first response

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