In this Q&A with Community Impact, Education Services Manager Marissa Lewis shares insights on recent advancements, the vital role of telecommunicators and how residents can be better prepared when calling 911.
What recent technological advancements have had the most impact on emergency response?
Lewis: One of the most impactful innovations in recent years is Text-to-911. This is a vital tool for citizens who can't speak during an emergency. While a voice call remains the most efficient way to reach 911, texting offers a lifeline when speaking isn’t possible—whether due to a hearing impairment or a dangerous situation where silence is crucial.
In the past year, Denco has introduced the ability for callers to send photos and videos to 911. This capability gives responders valuable, real-time visuals of the situation, helping them make more informed decisions.
With over 95% of 911 calls in our district coming from wireless devices, call routing has also seen major improvements. Previously, wireless calls were routed based on the nearest cell tower—which sometimes led to delays and transfers. Now, thanks to faster and more accurate location technology, most calls are routed based on the caller’s actual geographic coordinates, reducing transfers and getting help to people faster.
How does the organization prepare telecommunicators for high-stress situations, such as mass casualty events or large-scale disasters?
Lewis: Denco provides thorough training that covers every facet of the role. One key element of Denco's training program is the Basic Telecommunicator course, which includes an in-depth focus on crisis communications. This course helps telecommunicators learn how to stay calm under pressure and equips them with strategies to guide callers through even the most extreme emergencies.
Denco also offers specialized courses that immerse telecommunicators in specific, high-pressure scenarios, such as mass casualty events, hazardous materials incidents, and active shooter situations. The decisions telecommunicators make in these moments directly impact the speed and effectiveness of emergency responses, as well as the safety of all involved. By training for these high-stress events, they gain the expertise needed to make life-saving decisions quickly and efficiently.
What are some of the most memorable or impactful calls telecommunicators have handled?
Lewis: Dispatchers answer countless calls throughout their careers, many of which are life-altering and life-saving. The following are just a few real-life examples of situations dispatchers have handled with remarkable skill and composure:
- Providing reassurance to an individual injured by a chainsaw and dangling from a tree and guiding responders to his location in the woods
- Tracking the location of a kidnapped child and guiding police officers to safely rescue them
- Instructing a caller on how to perform CPR with an AED, ultimately becoming part of a team that saved a life
- Offering critical guidance to a distressed parent as their child was choking, helping save the child before emergency responders could arrive
- Helping a man guide his wife through childbirth in the back of a vehicle when the baby arrived before paramedics could make it to the scene
- Coordinating the rescue of a person trapped on the second floor in a burning building
- Ensuring a hostage’s safe escape, directing them to escape from a broken window where officers were waiting to assist
What are the most common mistakes callers make when dialing 911, and how can the public be better prepared?
Lewis: When calling 911, the location of the emergency is the most vital piece of information a caller can provide. A common misconception is that dispatchers will not need to ask where the emergency is located. While advanced location technology can sometimes pinpoint an exact location, verification and additional details may be necessary to ensure an accurate response.
Specific information, such as a room number, the side of a grocery store or the direction of travel on a highway, can make all the difference in getting responders to the scene as quickly as possible.
It’s important to understand that when a dispatcher asks for more information about the location, it doesn’t mean they are less concerned about the emergency itself. While they will certainly inquire about the type and details of the situation, confirming the location remains the top priority. Knowing exactly where to send help is vital for prompt response times and ultimately saving lives.
911 callers are often eager to disconnect before dispatchers have given the go-ahead. However, staying on the line can significantly improve the response and the help received. For the best possible outcome, callers should stay on the line until the dispatcher confirms it’s okay to disconnect.
Find out more
Denco Area 9-1-1 District provides invaluable resources to help individuals be prepared. Visit the organization’s website today and follow Denco Area 9-1-1 District on social media for real-time updates and safety tips.
By taking these simple steps, residents can ensure that when seconds count, help arrives without delay.
The above story was produced by Multi Platform Journalist Mary Katherine Shapiro with Community Impact's Storytelling team with information solely provided by the local business as part of their "sponsored content" purchase through our advertising team.
