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ND: What are your job title and areas of responsibility?

WASHINGTON: My job titles are Dispatcher and TAC (Terminal Agency Coordinator). As a dispatcher my responsibilities are as follows: making sure that all calls are answered (emergency and non-emergency calls); coordinate and dispatch police, fire and EMS to appropriate locations; use multi-line phone systems radios, and Computer Aided Dispatch software; prioritize the well-being of deputies to ensure they return home safely to their families. As a TAC, my responsibilities are to make sure that the agency complies with Criminal Justice Information System (CJIS) policies and procedures and ensure that the agency stays in compliance with CJIS policies, including FBI CJIS Security Policy.

 

ND: How did you become a dispatcher?

WASHINGTON: I started dispatching part-time in 2004 and soon became full-time. In 2020, I decided to change my profession, but after three years I decided to return to dispatching because of the compassion that I have for helping others.

 

ND: What do you enjoy most about your responsibilities as a dispatcher?

WASHINGTON: Being the first point of contact during someone’s worst moments. This can be both challenging and rewarding.

 

ND: What are the most challenging aspects of your job?

WASHINGTON: Being a dispatcher comes with many challenges, including emotional stress, fast decision making, long irregular hours and accuracy under pressure.

 

ND: What skills are important for the work you do?

WASHINGTON: Being a successful dispatcher requires a unique combination of skills such as communication, emotional control, decision making, empathy, patience, and time management.

 

ND: What do you wish more people knew about dispatchers and the role you play in emergency response?

WASHINGTON: I wish that more people realize that dispatchers are the First Responders that you do not see and that every second counts with us. We also experience secondhand trauma. This means that we constantly hear distressing stories and the inability to physically intervene can take an emotional toll. A dispatcher often faces the same mental strain as an on-scene responder whether it’s law enforcement, Fire, and EMS without public recognition.

 

ND: What would you say to someone else considering this career path?

WASHINGTON: I would say to them, understand the impact that you would make. This job is more than answering phones, it’s about saving lives.

ND: What do you like to do when you’re not working? Do you have a hobby or activity people would be surprised to learn about?

WASHINGTON: Engage in activities that help me to unwind and balance the emotional demands of my job, such as spending time with my family and friends, self-care, and small road trips.

 

ND: Is there anything else you’d like to share with us and our readers?

WASHINGTON: Yes, I would like to share with the public that when calling 911, help is on the way as soon as we have your address. Remember that the questions that we ask help us to send the appropriate assistance. We are here to help, and we care about getting you the support and help that you need as quickly as possible.