UNION COUNTY, N.C. — They're the people that answer the phone in an emergency. 911 dispatchers bridge first responders with any emergency and play a critical role in public safety.
Union County is looking for people to join their team and help serve the community.
“This is a vital role. We are the first first responders. If it were not for the nine one-call takers, these responders would not be able to get to the scene," said Susan Furr, the operations manager for the department.
The Union County Emergency Services department is looking to fill eight open positions, which is nearly 20% of their staff. Furr said her staff is feeling the strain.
“So, if the minimum staffing is seven, and we've got six people on shift, that one person that takes those 150 calls is now dispersed among everybody else in the room," Furr said. "So it makes for a very busy, stressful day,"
Here's a look at the calls made to 911 in Union County over the last five years.
- 2019 -177,000 calls
- 2020 – 202,000 calls
- 2021 – 224,000 calls
- 2022 – 205,000 calls (This number is missing several months of administrative calls due to software transition)
- 2023 – YTD 192,000
This year, they're on pace to exceed 200-thousand calls to 911.
Alyson Burke has been on staff for more than five years and shares the difference she's making in her community.
“You get callers on the phone. And you know, when you're making a difference you can hear in their voice. When you get the responders there and you get them to where they need and what they need. You feel like you've accomplished something," Burke told WCNC Charlotte.
Some of the requirements to be a 911 telecommunicator include being at least 18 years old, having a high school diploma, and having a clean record.
Furr adds having empathy helps make a strong candidate. “We really desire a candidate that is very empathetic, is able to multitask, and just has that desire to serve their community.”
Burke hopes the community has a better idea of the impact they make as they aim to add more staff.
“it is a big deal. You go home feeling like you did something today, you made a difference in the community in the world, in that one person's life that you dealt with that day," Burke said.
For more information on the positions, click here.
Contact Myles Harris at mharris5@wcnc.com and follow him on Facebook, X and Instagram.