BY TERESA ACKERMAN
Gazette Newspapers
MADISON TOWNSHIP – When you have an emergency, who do you call? 911.
Police and fire dispatchers are the first people callers talk to when they need fire or rescue to respond to an emergency or if they need help from the police.
Dispatchers are the first, first responders.
They ask the location. The reason for the call. The caller’s name, phone number and dispatch police and/or fire to the location.
“Dispatching is an important job for a few reasons. We are the first, first responders that callers interact with when they need help. We aid responding units with valuable information when they are responding to calls,” said Caley Lovick.
Lovick has been working as a dispatcher since 2013 and has been the dispatch supervisor for the Madison Township Police Department since 2015.
Lovick stressed that dispatching involves a lot of different tasks, often simultaneously.
“We answer emergency and nonemergency calls, dispatch police units, help the clerks with various paperwork, enter information into LEADS (warrants, protection orders, stolen items, etc.), talk with residents that come into the station, in addition to other daily tasks that need to be completed,” said Lovick. “I always tell everyone that dispatching is great because it is essentially the same job everyday but every day is different. You never know what kind of calls you are going to get on any given day. I think working 12-hour shifts is a pro because we get three to four days off per week. The cons would be working holidays and being inside all day.”
When asked what characteristics make a good dispatcher Lovick said that the ability to listen and prioritize are two major qualities.
“Being able to stay calm under pressure during high-stress situations,” said Lovick.
Troy Hager, chief for the Madison Township Police Department, said dispatchers do not just answer calls.
“They have to triage the call and gather many facts before sending an officer. Many times, a dispatcher can handle (close out) 30 percent of the received calls themselves, which helps the patrol force be more efficient.”
Lovick also said she does not think much has changed regarding dispatch.
She said that as far as training and schooling, a college degree is not necessary, but can help in this career.
“Typically, you get on-the-job training through the department. Training for us usually takes around four to six months, but everyone is different,” said Lovick.
When asked if Lovick had any memorable calls she said that she had taken a call from a younger boy who called 911 because his older brother was not doing his homework.
“He did not want his brother getting in trouble from his parents so he was hoping the police could help his brother with his homework,” said Lovick. “I try not to take work home with me, but it is hard to work in the town you grew up in. At times, I have had calls with people I knew or went to school with and that can be difficult.”
Lovick said that she works with a close-knit group and feels lucky to have coworkers who have become friends.
“We all help each other when we deal with work-related stress,” said Lovick. “I think everyone that I supervise is comfortable talking with me if they have trouble with a tough call. I also have a good friend who dispatches for another department and is part of a peer support group if they feel more comfortable talking with someone they do not know, but understands the job.”
Lovick said that dispatching is a rewarding job. A hard job.
“A lot of the time people are calling on one of the worst days of their lives. It is nice to be able to help them through that,” said Lovick.
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