When operator Danielle Gunn received a 9-1-1 call from a man who found his wife unresponsive, she didn’t realize how the next event would unfold. She would have to relay CPR instructions over the phone. It was clear from the moment the call was dispatched to ambulance; the man over the phone was having difficulty hearing. This is when Gunn stepped in and relayed the information from the ambulance dispatcher to the man.

911 operators are a vital link between the public and first responders by gathering critical details during the initial call. These details are fundamental to ensure that first responders have the appropriate amount of information to address the situation accordingly.

No one wants to be in a situation where you or someone is in immediate danger. Whether that situation is concerning, an immediate health concern, robbery, or a situation where your own life is on the line, who do you call?

There are a range of calls that operators and dispatchers receive. Calls can range from stabbings, robberies, suicide attempts and fatal crashes. Some calls become a routine, but some calls stay with you. For Gunn, this was a call that would be unforgettable.

“When we dispatch the call to another first responder, we stay on the line to ensure the situation is being addressed. I noticed that the man kept repeating himself, and wasn’t able to hear what the ambulance dispatcher was saying,” said Gunn. “I had to do something. I intercepted the call, informing the ambulance dispatcher that I would help and relay the information to the man.”

Operators are highly trained in emergency call taking and dispatching. They are calm and professional by providing support and information. Operators and dispatchers are trained in theoretical knowledge and practical training. Through post-secondary education, many learn the principles and skills that are critical in reacting competently and effectively when dealing with emergency services personnel as well as the public. Their knowledge comes from reality-based scenario training, giving them the confidence to perform under stressful conditions. Much of their training also comes from first-hand experience.

Gunn immediately instructed the distraught husband and reassured him that help was on the way. Gunn coached the elderly male on chest compressions, and kept the rhythm by counting out loud over the phone, in a clear and calm manner.

“In stressful situations, we all tend to lose our focus and I knew that I needed to reassure him that help was on the way. Sometimes you need to go above your training and do what you can to help, and sometimes you truly can save a life.”

If you wondered what it takes to manage calls, it requires patience, understanding and problem-solving all in an instant.

At Hamilton Police Service, all emergency calls come through to the communications branch. In 2017, Hamilton Police Service received a total of 367,725 calls. This also includes the 4,501 abandoned 9-1-1 calls that need to be called back. If the 9-1-1 operator does not get someone on the line, they treat it as an emergency, so it is important to stay on the line and tell the operator that you have made a mistake.

Being an operator and dispatcher is not an easy undertaking. It requires a lot of skill and strong multi-tasking abilities. You are dealing with a variety of information being thrown at you in highly stressful situations, and maintaining composure and reasoning is crucial in this field of work. It requires you to be diligent at all times because you can’t expect what kind of call is coming your way. For Danielle Gunn, she didn’t expect to have to relay CPR instructions over the phone to man in distress. But her quick actions provided compassion and first aid until emergency responders arrived on scene.

There are thousands of stories where the men and women who work in the telecommunications department have encountered an experience like Gunn’s. Operators and dispatchers are often behind the scenes but they are the brave individuals helping to serve and protect the community.

A big thank you to all our Hamilton Police Service operators this National Public Safety Telecommunications Week.

 

Authority:

P.C. Jerome Stewart #86 - Media Relations Officer