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911—First Line of Defense [FEB. 19, 2000] It is not an easy task—16 phone lines, 35,000 people and two 911 dispatchers to meet their needs. But for Officer Mark Mann, 911 communication supervisor, it’s a challenge he enjoys. “We are the first line of defense to solve a problem,” explains Mann, who has served as communication supervisor for the past 12 years. “People call us because they don’t know who else to call.” |
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The
911 call center, located in Lincoln’s Safety Complex, serves the
entire Logan County area. Dispatchers work in pairs made up of one
city and one county dispatcher. They work as a team to provide a
quick response to the approximately fifty 911 calls they receive
each day. “Everyone is part of the team,” says Mann. “Our goal
is to get help there as fast as we can.” The call center has much technology to help in their efforts. In 1995, an enhanced 911 system was installed, enabling dispatchers to receive pertinent information as soon as they pick up the phone. Whenever a 911 call is placed, computers will display the name and address of the caller. Also, a computer-generated map will plot the exact location of the call. Having this type of information at their fingertips helps the dispatchers to address the emergency immediately by allowing them to dispatch the appropriate rescue squads sooner. Mann explains that much of this equipment is provided for by funds set aside by city and county 911.
[Officer Mark Mann and Debbie Kimberlin.]
Mann says that in addition to responding to 911 calls, dispatchers also perform other duties. They have in-house responsibilities such as controlling the locks on the doors of the Safety Complex. Also, they respond to police officers who request information, such as a license check during a traffic stop. “The communication center is the heartbeat of the police department,” he states. “We take our job very seriously.”
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And
because they take their job seriously, it is at times
frustrating when they receive calls that are not an
emergency. “There are only two of us and 35,000 people
in Logan County,” he says, explaining why it is
important that residents only call 911 in an emergency.
He adds that an emergency includes anytime someone
needs a quick response from a rescue squad such as fire,
ambulance or police. “If you are taking your time, it is
not an emergency,” he states. Debbie
Kimberlin, his dispatch partner, agrees. “We kick
ourselves into high-gear when someone calls 911,” she
says. “Your own common sense will tell you what an
emergency is.” Non-emergencies include barking dogs and
requests for telephone numbers, which they are prohibited
to release. Despite the challenges and high-stress as a 911 dispatcher, Mann says it is worth it. “I like to be able to help people find solutions to their problems,” he says. “You get a good feeling about yourself and your work.”
[911 dispatchers in action.]
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