Dont laugh at the pic, It was one of those days and I didnt know they were coming. LOL
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911 staff keeps busy
Kenna Walsh
Abygayl Sanders enjoys the solitude of her work. Like many, she sits behind a desk and computer for eight hours, waiting as images flash across the screen.
But here, at the Lowndes County 911 Emergency Management Center, those images are a digital cry for help.
Nick Lacey, Center director, has overseen operations for more than 11 years. Operators field emergency calls for the Greater Lowndes Area, including all incorporated and unincorporated areas.
When an emergency call hits the lines, a 911 operator answers within 10 seconds, and a computer immediately registers the caller’s location.
If it’s a land line, the caller’s phone number and address pop up on the screen.
Wireless 911 calls register as cellular calls, though the county is weeks away from a technological update that will give 911 operators the coordinates of a wireless caller’s location by the use of cellular towers.
Lacey saw a record-breaking year in emergency calls in 2005, with the average calls per day registering 456. In December alone, the center fielded an average of 462 calls per day. This represents a 4 percent increase in calls since 2004, and a 16 percent increase since 1999.
Lacey attributes the escalation to the growing population and associated traffic problems.
On average, the most calls come in on Thursday, Friday and Saturday, with the highest daily hour bracket from 4 p.m. to 5 p.m.
The culprit? Traffic.
Dispatchers send 84 percent of calls to the Valdosta Police Department or Lowndes County Sheriff’s Office.
Sanders works the lines for the Valdosta City Police. On any given day, she fields a number of requests, from police officers verifying driver’s licenses and tag numbers when making a traffic stop to a breath of desperation reaching out for a lifeline.
“I love working with the police officers and knowing I can help the community,” Sanders said, one eye on the computer system. “I’m a behind-the-scenes kind of person.”
Sanders has been with the 911 Center for nearly two years. The demanding schedule — a 28-day cycle rotating day, afternoon and overnight shifts — combined with the volatile nature of 911 operations makes for a high turnover rate.
Job requirements and shift work take a toll on operators, Lacey said. The 911 Center has seen many employees come and go in the past few months.
Lacey said all his employees are highly qualified, hard-working people, but the nature of the career field makes it harder to keep employees around.
“The next call they may answer could be someone abusing the 911 system or a more horrific situation,” he said.
Behind Sanders’ work station, another 911 operator takes a call.
“911, what is your emergency?” the woman asks.
Seconds later, the operator is flipping through a first aid manual, called “first aid over the phone.” It is a manual that gives operators medical know-how to walk people through emergency situations from choking to CPR.
The caller in this situation is dealing with someone who is suffering an asthma attack. The operator asks question and gives advice using the medical notes.
Different stations are dedicated to different emergencies. There are 911 dispatchers attached to the fire departments, ambulance services, and police departments. Dispatchers work simultaneously to send aid to situations like traffic accidents and fires.
Sanders alternates her time between helping police officers and fielding emergency calls. Color-coded lines show which police officers are on duty. When they stop to investigate a situation or make a traffic stop, their color changes to let Sanders know to watch out. She sets a timer, which lets her know when an officer hasn’t checked back.
It’s a measure that keeps law enforcement officers safe.
Sanders said the hardest part of her job is trying to soothe the anguish heard over the phone. It’s also the most rewarding part of her day.
“We don’t always know the situation of an emergency call, but we know we can give help,” she said.
Whether it’s a relative who hasn’t seen their loved one for days and needs a welfare check, or a panicked person in need of rescue, Sanders and the other 911 operators are ready and waiting for calls. It’s their job.