A personal "thank you" to all telecommunicators
By Rebecca Langley
Logan County Dispatch
Operations Manager

[April 11, 2022]   Often a 911 Professional will hear, “Well, you’re just a dispatcher”. But what is a dispatcher? A 911 dispatcher or Telecommunicator, or public safety dispatcher is a highly trained professional and the first point of contact in an emergency. 911 Telecommunicators are the first link in the emergency response chain and have the task of obtaining essential information from callers. While they are gathering this information, they are entering vital information into their Computer Aided Dispatch system (CAD) and dispatching the appropriate agencies to respond. 911 professionals are multi-tasking wizards, and your worst day is their everyday.

Because of this 911 Telecommunicators may suffer from a variety of mental illnesses and deserve similar benefits of other first responders. Last year the “911 SAVES Act” was reintroduced in Congress that would change the classification for 911 professionals to “Protective Service Occupations”. Locally Senate Bill 3127 was introduced to the Illinois Senate where it was recently passed and is now headed to the House. The 911 SAVES Act and Illinois S.B. 3127 would give 911 professionals the recognition they deserve as well as access to additional benefits and training.

All Telecommunicators in Logan County are certified Emergency Medical Dispatchers (EMD) with the International Academies of Emergency Dispatch (IAED). IAED has been around for more than 40 years and has been a standard-setting organization for emergency dispatch and response services worldwide. Per IAED, “The Emergency Priority Dispatch System (EPDS) gives emergency dispatchers decades of knowledge and wisdom in one comprehensive solution, empowering them to provide an objective, rational response to even the most distressing or unusual calls—regardless of their time on the job. Because even the most experienced dispatcher can forget during a frantic call, the EPDS is built on a structured calltaking methodology, drawing on time-tested, scientifically validated protocols, as well as world-class training and certification to make sure the dispatch process is grounded in proven practices.” Telecommunicators are required to recertify every 2 years with a minimum of 24 credit hours of continuing education. Telecommunicators are also subject to a quality management and quality assurance program to ensure adherence and proper application of the established standards.

In Logan County there are normally 2 Telecommunicators on duty who are responsible for answering all incoming emergency and non-emergency phone calls and preforming radio dispatch services for 2 full time and 2 part time Law Enforcement Agencies, 2 full time fire departments, 14 volunteer fire/rescue departments and the Logan County Paramedics. While taking calls and handling radio traffic they are also entering information into their computer aided dispatch system and running persons/vehicles through statewide and national databases. In their “downtime” they have the opportunity to work on their continuing education.

They work hard ensuring that the citizens of Logan County receive the care they need while also looking out for the wellbeing of our first responders. In 2021 Logan Dispatch answered 12,864 emergency 911 calls, 24,963 non-emergency calls, and had a total of 30,419 calls for service including officer-initiated activity.

I wish for them to know that their dedication and sacrifice do not go unnoticed. They are the first, first responder and an invaluable link in emergency services. I personally say THANK YOU to every 911 Telecommunicator!!

[Text from file received from ]