911 dispatchers: answering the call

Being a 9-11 operator is a tough job. They work long hours and holiday’s with little recognition and public thanks for the work they do.

In Mid-Missouri there’s a shortage of people to do that job.

The toll it’s taking on these operators is causing longer hours and a lot of stress.

Boone County recently took 100 applications for the position and only two of them were qualified.

It’s the same situation in Jefferson city.

“9-11, what’s your emergency?” This is the first thing someone hears when they call for help. Time can tick by slowly for the person making the call, but things are moving very fast for the emergency dispatcher on the other end.

Meagan Schlitt has been taking these calls for ten years.

“Every call I send my officers to, I wonder if this is going to be the call that is going to hurt my officer. My friend,” said Schlitt.

“How are you going to be able to handle that call whenever you have a two-year-old that isn’t breathing and you have to deal with that 9-11 call?”

This is a situation very few people are put in.

“Most of us are Type A personalities, take charge and can handle stressful situations. If you’re stressed and showing it on the radio then your officers aren’t going to have that faith in you to get them home safely, said Schlitt.

The dispatchers at JCPD are doing the job short-handed. Right now, they are rotating shifts, splitting overtime and working to fill the void.

The men and women working those dangerous and life-threatening situations said they couldn’t do their job without the work done back at the communications center.

“Sometimes people forget that they see us everyday in the uniform out taking calls directly with them. It’s just as important as the communications operators who are taking the 9-11 calls,” said Captain Doug Shoemaker with the Jefferson City Police Department.

Between January 1st and October 31st of 2015 JCPD got more than 92,000 calls. Of those calls, 206 of them were weapons calls, also known as shots fired.

“In my head my job is to get my officers home at the end of the night. If I can do that then it’s a good day,” said Schlitt.

Not everyone can be a communications operator. The process takes about 18 weeks and they have to pass a series of tests. First, their multi-tasking skills are tested. If they pass that they move on to the background check. Finally, they’ll go through a similar system a police officer does by taking a polygraph test and talking with a psychologist.

Salaries range anywhere from a little more than thirty thousand to forty-eight thousand dollars.

“You really can’t take it home with you at the end of the day. People call all the time and they’re yelling and screaming for your help and why aren’t you here now? You really just have to assure them that help is coming, “said Schlitt.

The Columbia 9-11 center said they are also short staffed.

To make matters even more difficult, Missouri is the only state that doesn’t have a cell phone tax, which could help fund communication centers around the state.

A bill to create the tax is currently going through legislation.

If you’re interested in being a communications operator and think it could be a career path for you click here for more information at the Jefferson City Police Department.

If you’re interested in career opportunities in Columbia, click here.