A few of the Mason-Oceana telecommunicators handling 911 calls include (left to right): Jazmin Goerbig, Jessica Goldberg, Stacy Gregwer and Josh McGahan.
Next week is National Public Safety Telecommunicators Week
By Allison Scarbrough, News Editor
WEARE TOWNSHIP — Public safety telecommunicators are often the unsung heroes of emergency response, and next week — April 13-19 — is a time to honor them during National Public Safety Telecommunicators Week.
“Let’s take a moment to honor the incredible individuals behind every 911 call — the telecommunicators,” said Michigan 911 Administrator Amy Thomas. “More than just a voice on the other end of the line — they are compassionate, resilient and dedicated professionals who serve our communities with unwavering commitment. They are the steady presence in moments of crisis, offering calm when panic sets in and strength when fear takes hold. They celebrate the saves, grieve the losses and carry the weight of every call long after the line goes silent. Their impact is lasting, their service is essential and our gratitude extends beyond these seven days.”
“Being a public safety telecommunicator isn’t easy,” said Mason-Oceana 911 Director Ray Hasil. “A big reason why is because we talk callers through the initial stages of what may be the worst day of their life. That is a regular occurrence.
“Before we hire, we have applicants observe us for four hours to try and get a feel for the job,” said Hasil. “It is not unusual for applicants to say, ‘I had no idea’ and decide the job isn’t for them.” ‘I had no idea’ is also what trainees say by the end of training.
“Mason-Oceana 911 answers all 911 calls originating in Mason or Oceana counties,” said Hasil. “In addition to answering 911 calls, we also provide dispatching and documentation for 15 local, county, state and federal law enforcement agencies, 19 local fire departments, one ambulance service, two emergency management offices, three state parks, two animal control offices, two road commissions and six DPWs. That requires knowledge and familiarity with each of those agencies. Calls for service are categorized into more than 100 different ‘types’ of calls. Each one requires information unique to the type of call it is. Some are non-emergent call types but most are emergent.”
Mason-Oceana 911 marks its 30-year anniversary in May, and the dispatch center on Oceana Drive in Weare Township opened in 2003.
“The technology used in 911 centers continues to expand, and so too does the training a PST (public safety telecommunicator) is required to undergo to use those technologies,” said Hasil. “Mobile phones and devices have changed the world. As a result, 911 centers throughout Michigan are on the verge of bringing live video into 911 centers. Some already are. The effect live video has on PSTs isn’t yet known or understood. For decades, 911 has heard the sounds of the unthinkable, and they will soon be asked to view it as well.”
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