Dispatchers: the first first responders
Staff writer
National Public Safety Telecommunicators Week, observed April 12 to 18 this year, recognizes 911 dispatchers as the first link in emergency response systems, according to the National Highway Traffic Safety Administration.
In Marion County, that role often comes down to just two people at a time.
“There’s two of us on at all times, and the two of us do everything,” dispatch supervisor Chelsea Weber said.
There is no typical day.
One shift might be filled with controlled burns and rural fire calls. The next could be accidents, law enforcement traffic, or a mix of everything at once.
“It’s never the same,” Weber said.
In a county where directions aren’t always tied to street signs, dispatchers also serve as translators of local knowledge.
Callers often rely on landmarks or longtime names, places like hills, corners, or rural references that don’t appear on a map — places like Beneke Hill or Potter’s Corner.
“Knowing the rural phrasing is a big thing,” Weber said.
Unlike larger dispatch centers, where responsibilities are divided among multiple people, Marion County dispatchers handle everything themselves — phones, radios, and coordination across agencies.
That includes law enforcement, ambulance, and fire and even calls related to agencies such as wildlife or the Corps of Engineers.
The small size also means constant prioritization.
When multiple calls come in at once, dispatchers must quickly determine which situations are most urgent, sometimes placing lower-priority calls on hold while sending responders to more serious incidents.
At the same time, they are managing radio traffic and maintaining communication with responders already in the field, work that largely happens out of public view.
That disconnect can lead to misunderstandings.
Callers sometimes expect to speak directly with an officer, not realizing dispatchers are the ones gathering critical details, deciding how calls are handled, and relaying information to responders.
“They rely on what we say,” Weber said.
Staffing remains tight but stable.
The department operates with about nine employees and two dispatchers per 12-hour shift, with staff stepping in to ensure coverage when needed.
“We come together as a team,” Weber said. “We make sure all of the shifts are covered.”
Working in a rural county brings its own challenges beyond staffing.
Cell service can be unreliable, and calls may drop or fail to connect. Dispatchers often have to try multiple methods like calling back, texting, or relaying through other channels to reach someone in need.
Radio communication can be inconsistent in parts of the county because of terrain and coverage gaps.
“We just have to work around those challenges,” Weber said.
Even with those limitations, dispatchers are expected to stay calm, process information quickly, and manage multiple situations at once.
In Marion County, that responsibility often rests with just two voices on the line, voices most people will never see but that every emergency depends on.