On March 7, 2019, a group of people representing a gamut of demographics dressed almost solely in black stood in front of the cameras on Capitol Hill. The wind blew over the microphone sometimes muffling their words as each came forward to speak. The first speaker told of her background and why it drove her passion for the topic she was part of today. Another talked of her cousin's request. Yet another, the death of a baby. Each was there to send a clear message: The Office of Management and Budget's (OMB) refusal to reclassify 911 Dispatcher from clerical to protective was wrong. They stood telling their stories as they unveiled the 911 Supporting Accurate Views of Emergency Services (911SAVES) Act. 911Saves was introduced as a no cost, bipartisan bill supported by Representatives Norma Torres (D-CA) and Brian Fitzpatrick (R-PA). The 30 minute news conference included statements by a variety of supporters. Listening to each speak, my heart swelled with pride for the job I spent many years doing and many more since then writing about and supporting. Here are a few of the highlights that spoke loudly to me.
The numbers don't lie
100,000 911 Dispatchers taking 240 million calls per year. Really, there's not much more to say about this. Statistics show there are a lot of people saving a lot of lives every single day.
Driven by time under the headset
Rep. Torres spent 17.5 years as a 911 Dispatcher with LAPD before heading up to the Hill and her words were proof of her legitimacy. She described how 911 Dispatchers differed from clerical workers and were, "stuck in call centers...typically cold and dark rooms." She described the center when she worked there as four floors below ground and laughed as she described the new center which actually had windows. She went on to tell about quickies. "Unlike clerical workers, 911 Dispatchers cannot simply walk away from their position for a bathroom break," she explained. Isn't that the truth. Dispatch bladder, anyone? Then, she moved away from creature comforts and spoke candidly about the calls, especially one particular type of call that often haunts us: suicide. She talked about the two types of callers: ones who just want to notify someone so someone other than their family members can come collect their body and those who are calling for help and to be talked out of it. It's how 911 Dispatchers handle the later that truly distinguishes them from a switchboard operator. Rep. Torres ended her speech by stating 911 Dispatchers are the "First line of defense when crime happens," and "a specialized occupation." Truer words could not have been spoken although what followed was just as spectacular.
It's not just about benefits
Rep. Fitzpatrick stood in bipartisan support and explained how OMB attempted to justify refusal of reclassification. They stood by 911 Dispatchers being clerical because they "just give advice and talk through procedures." Funny thing to me is that sounds more like what you'd find in a Good Housekeeping article. Trying to reconcile that with the actual lifesaving work 911 Dispatchers is impossible. If you consider soothing and guiding a child hiding under the bed while their mother's boyfriend assaults her outside the bedroom door giving advice, I suppose. And if assisting someone through giving CPR to another parent who went into cardiac arrest at a high school basketball game talking through procedures, okay I get it. But these situations just don't add up. Flexibility, nuance, training and professionalism color the actual work performed at Emergency Communications Center every day. He ended by explaining 911SAVES is not just about benefits, it's about recognition and respect. Amen.
Heart of a team
Charles Goodwin, representing Massachusetts Communications Supervisor Association (MCSA) spoke right after Federal Communications Commissioner Jessica Rosenworcel stated, "911 operators...amaze." Goodwin shared the call that haunts him, a father's frantic plea for his not conscious, not breathing six month old son. He describes the incident from the 911 call to the tragic end and all the public safety people involved. He concludes, "We are not clerical workers. We are members of a public safety team. The 911 Center is the heart of the team."
Aurora workplace shooting
One of the final speakers was Jeremy DeMar, Director of Springfield (IL) Emergency Communications and he shared his experience around their active shooter event. He talked about how the 911 Dispatchers handled themselves flawlessly even though it was their co-workers, and even friends and family who were the officers entering the danger zone. They were the ones who had to continue to keep calm after being given descriptions of the carnage and death. DeMar described 911 as, "the great unknown" behind the scenes. He also said of the shooting that the 911 Dispatchers were "the glue that held them together."
It's exciting to know 911SAVES has been introduced and that people didn't just throw up their hands when OMB refused reclassification content to wait another ten years to take up the battle again. This support from congress is essential and necessary. The momentum to correct 911 Dispatcher classification to protective has just gotten stronger and I feel good about the outcome. Our just deserts are just around the corner. I can feel it.
Michelle Perin
Michelle Perin has been a freelance writer since 2000. In December 2010, she earned her Master’s degree in Criminology and Criminal Justice from Indiana State University.
