Every day, 911 dispatchers across the nation report for duty, ready to answer the call — often from someone experiencing the worst moment of their life. These highly trained professionals serve as the vital link between the community and emergency services, providing immediate assistance and ensuring that police, fire, and medical responders arrive quickly and efficiently. In Marshall County, Iowa, the dedicated team at Marshall County 911 exemplifies this commitment, working tirelessly to save lives and keep the community safe.

As National Public Safety Telecommunicators Week approaches, celebrated this year from April 13-19, 2025, it is an important time to recognize and appreciate the indispensable role of 911 dispatchers. This annual event honors the men and women who serve as the first, first responders — those who answer frantic calls for help, provide life-saving instructions, and coordinate emergency response efforts. Their work often goes unseen, but their impact is immeasurable.

911 dispatchers, also known as emergency telecommunicators or communications specialists, are the lifeline for individuals in crisis. They are trained professionals responsible for gathering critical information, dispatching the appropriate emergency services, and providing crucial pre-arrival instructions. In high-stress situations, their calm and collected demeanor can mean the difference between life and death.

A 911 dispatcher must be able to multitask efficiently, listening to distressed callers while simultaneously relaying information to police officers, firefighters, and ambulance crews. Their work requires quick decision-making, strong problem-solving skills, and exceptional communication abilities. In Marshall County, the team at 911 Communications operates 24/7, ensuring that no call for help goes unanswered.

Every call to 911 is unique, but each represents a moment of crisis where immediate action is required. Marshall County 911 dispatchers handle a wide range of emergencies, including Police, Fire, and Medical emergencies. From reports of suspicious activity to violent crimes in progress, dispatchers play a critical role in ensuring public safety. They gather vital details, such as suspect descriptions and weapon involvement, and relay this information to officers responding to the scene. In high-risk situations, dispatchers may also provide tactical support, monitoring officer safety and coordinating additional resources; When a structure fire breaks out or a hazardous materials spill occurs, time is of the essence. Dispatchers rapidly deploy fire personnel and provide callers with instructions on how to stay safe until help arrives. Whether guiding a trapped individual to a safe exit or instructing someone on how to use a fire extinguisher, their guidance can prevent loss of life and property; Perhaps the most time-sensitive calls are those involving medical crises. Dispatchers are trained in Emergency Medical Dispatch (EMD) protocols, allowing them to provide lifesaving pre-arrival instructions. From performing CPR on a cardiac arrest patient to assisting in childbirth, their instructions can sustain life until paramedics arrive on scene.

While 911 dispatchers are highly skilled at handling emergencies, the effectiveness of their response also depends on the public’s ability to use the system correctly. Misuse of 911 — whether through accidental calls, non-emergency inquiries, or prank calls–can tie up resources that are needed for true emergencies. To ensure that 911 services are used appropriately, consider the following guidelines:

When to Call 911:

• A crime is in progress or has just occurred

• A fire is burning

• Someone is experiencing a medical emergency (e.g., difficulty breathing, chest pain, stroke symptoms)

• A serious accident has occurred

• Any situation where life or property is at immediate risk

What you may be asked by the 911 Communications Specialist:

• Location: Provide an exact address or describe landmarks if unsure.

• Nature of Emergency: Clearly explain what is happening.

• Details: Answer all dispatcher questions as accurately as possible.

• Follow Instructions: Remain on the line and follow any guidance.

National Public Safety Telecommunicators Week is a short time away, and a time to celebrate and thank the dedicated professionals who serve as the lifeline of emergency response. In Marshall County, the men and women of 911 Communications work tirelessly behind the scenes, responding to thousands of calls each year and making a profound impact on the lives of those they serve. It is the hope of this Director to shed light on a profound profession and dedicated team of Headset Heroes and an opportunity for the community to show appreciation for their efforts. Simple gestures such as a thank-you note, a social media shout-out, or even just acknowledging their hard work can go a long way in recognizing their contributions.

To the 911 dispatchers of Marshall County and across the nation: thank you for your unwavering dedication, professionalism, and compassion. Your work often goes unseen, but it is never unappreciated. You are the calm in the storm, the voice of reassurance in moments of crisis, and the heroes behind the headset. As we will soon celebrate National Telecommunicators Week, we honor you and the lifesaving impact you make every day. Let us all take a moment to recognize and appreciate the vital role of 911 dispatchers — not just during a special week, but every day of the year.

——-

Rhonda Braudis is the Marshall County 911

Communications director.