Could you talk a distraught parent through delivering their baby and clamping the umbilical cord? What about guiding a lost, elderly person battling dementia and paranoia, along with her six-year-old grandson, out of the woods to safety? Now, imagine doing all of this over the phone, where every decision can mean the difference between life and death. This is just a glimpse into the extraordinary challenges our nation’s dedicated 911 telecommunicators face on any given workday.
During this year’s National Public Safety Telecommunicators Week, I want to take a moment to recognize and celebrate our incredible 911 telecommunicators across the nation.
Our 911 telecommunicators are so much more than just skilled professionals. They are the crucial first point of contact, the calm in the storm, the essential conduit that connects a desperate plea with the timely arrival of police, fire, or medical services. They are the front line of emergency first response, gathering critical information under immense pressure, providing life-saving instructions, and offering a beacon of hope in moments of sheer panic.
Last week, I had the distinct honor and privilege of spending time at my local emergency call center in Baltimore City. Under the exceptional leadership of Director Tenea Reddick, Operations Manager Anika McCready, and Technologist Wayne Harris, I witnessed firsthand how a dedicated team of skilled individuals, operating with the efficiency of an ER triage unit, worked seamlessly with other first responders to keep our communities safe, 24 hours a day, 7 days a week.
Later, I put on a headset and sat with “Toni” (Operator 1244) as she expertly navigated multiple screens, fielding incoming calls. Some callers were difficult to understand. Some were understandably angry. In many cases, the sheer desperation in callers’ voices was palpable. But through the static and the often-chaotic background noise on the caller's end, one thing remained constant: Toni’s unwavering poise, her professional guidance, and her profound compassion. I was deeply moved when one of the last calls she took came from the neighborhood where I was born, near Druid Hill Park, in Baltimore. It struck me that, in another time, in another place, that call could have been from my own mother.
So, to all our 911 telecommunicators, thank you – truly, thank you – for everything you do. Like other first responders, you are the unsung heroes, working tirelessly behind the scenes to protect our communities and our families. It takes a special person to earn the title of a 911 telecommunicator. It’s in your very DNA. And while many of us may not possess the unique skillset required to do what you do, it’s incredibly reassuring to know that your help is just a 9-1-1 dial away.