Sara Harper began her career at Denver 911 in 2013. The job felt rewarding, yet she experienced long hours and anxiety, prompting her to leave after a few years.
Navigating the responsibilities of a 911 call taker can be daunting. Harper recalls the adrenaline rush when wearing her headset, uncertain about the nature of the calls she might receive, from manageable situations to life-altering emergencies.
Traditionally, 911 operators dispatch medical, fire, and police responders. Now, a fourth option emerges: sending mental health professionals for specific calls. A recent study noted that 44 out of 50 major U.S. cities have adopted alternative response programs, which often exclude police involvement.
While Harper appreciated making a difference as a 911 call taker, the grueling hours and stress took a toll. Jessica Gillooly, an assistant professor at Suffolk University, recognizes this as a common scenario. She highlights a national crisis in the 911 system, where workers are overstretched and underpaid.
Surveys from last year showed over 80 percent of 911 professionals work in understaffed conditions, regularly battling burnout and anxiety. They often feel isolated from the action, despite being crucial decision-makers, notes Carlena Orosco, a former dispatcher and current assistant professor at California State University, Los Angeles.
Choosing suitable calls for alternative response remains complex, says Gillooly. Incomplete information adds to the difficulty. The call taker’s decision can significantly impact the outcome of a call. Harper stresses the importance of acting swiftly and knowledgeably, as mistakes could lead to severe consequences.
The information provided by dispatchers can influence police actions, including decisions regarding the use of force. The 2014 Tamir Rice case in Cleveland exemplifies how missing information can have tragic results.
Training plays a crucial role in preparation. Yet, with around 6,000 call centers nationwide, training standards vary significantly. In Denver, for instance, the process includes a six-month program, split between academy learning and on-the-job experience with a trainer. John Shryock, a Denver 911 instructor, underscores the need for structured, yet flexible, decision-making during calls.
Shryock mentions the importance of scene safety for alternative responders, highlighting that they lack protective gear. He instructs trainees to involve police if weapons are present, though what constitutes a weapon can vary. For example, 911 policy adjusted when STAR clinicians determined that a pocket knife isn’t a weapon without a threat.
At Denver 911, the STAR program responds to a minor portion of calls, primarily those unrelated to violence. Despite its slow expansion, there is constant effort to refine the call dispatch process, according to Andrew Dameron, Denver 911 Director.
Enhancements hinge on training and workforce support. Denver 911 boosted starting wages from 20 to 29 dollars per hour, reducing turnover rates. Dameron emphasizes supporting staff as essential to service quality.
Nationally, there’s a movement to reclassify 911 professionals as first responders, offering potential benefits like enhanced mental health support. Many states have already legislated such reclassification, and similar bills circulate in Congress. Harper, a former call taker, asserts that the role far exceeds clerical duties, equating it to unlicensed therapy and medical assistance.
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