“9 11, WHAT’S your emergency?” We expect to hear it when we dial those three numbers in a crisis. All that’s on our minds is getting the quickest help possible. Television and movies are likely all that’s informed our understanding of how the process works. We see dispatchers in headsets huddled over keyboards and hear the clicking and clacking as they enter information to send the help we need. We see them run locations and trace calls to pinpoint a caller’s location.
But Amy Fitch, assistant director of the Fayetteville-Lincoln County Emergency Communications office, knows the reality.
With 22 years of experience in 911 services, she knows firsthand how the landscape of emergency response has evolved, particularly in the realm of technology. But, amid these advancements, one persistent misconception remains: the belief that dispatchers always know the caller’s location.
When Fitch first joined the dispatch team, the technology was basic. Calls came primarily from landlines, and dispatchers relied on the information provided by callers to determine their location. The introduction of Enhanced 911 systems improved this process by automatically displaying a caller’s phone number and general location, but it only eliminated some of the challenges. She emphasized that callers need to always know and report their location.
“We don’t always know where you are,” she explained. “Yes, technology has advanced, but there’s still times we may not know.”
As technology advances, so do the challenges associated with it. Fitch prioritizes ensuring the office has the best resources for the staff and the community.
The evolution of 911 services brings many lifesaving advancements, including the transition to Next Generation 911 systems, which allow for text messages, among other things. These tools enhance communication and provide dispatchers with more information, but they also require a shift in how people engage with emergency services.
“We get a lot of 911 hang-ups, text-to-911 [messages], and automated crash reports from various apps that we have to verify. We also get calls from people even in different states about social media for a welfare check or harassment — things like that,” Fitch said.
Her daily responsibilities include managing staffing, overseeing training, and ensuring operational efficiency.
“If we’re short-staffed that morning, I will work at a console to help when needed. On other days, I’ll do my everyday operational work, such as scheduling, employee time for payroll, ordering supplies, making sure training is up to date, and any other issues that we may have.”
Today, dispatchers must be technologically savvy, often managing multiple screens and systems simultaneously. They’re not just relaying calls; they are integral to the emergency response process, acting as the vital link between callers and first responders. This shift has made the job more demanding, requiring dispatchers to adapt quickly to new technologies and protocols.
Like most people employed in community service roles, it’s a heart for helping people that connects Fitch to her work. It’s also one part of a dispatcher’s mindset. But the job isn’t for everyone, even if helping others motivates them.
She said, “It takes a special kind of person to want to do this job and to be able to stick with it long-term as a career.”
The emotional toll of the job is significant. As the first point of contact in emergencies, some refer to dispatchers as “invisible first responders.” This role can lead to stress and burnout, especially when dealing with traumatic situations. Some calls impact the team’s overall mental health if not properly managed. Thankfully, the department prioritizes addressing and supporting this. The key, Fitch said, is communication and balance.
“We’re a small department, so we all try to look after one another.”
Fitch balances the demands of the job with family life. Her family anchors her life. Her husband, Patrick; children, Makinley (Garrett), Briley (Joe), and Kelby (Carlie); and her 7-month-old grandson, Chase, bring her great joy.
“Being ‘Mimi’ is the best title I hold,” she shared.
Despite the evolution of 911 dispatch and persistent misconceptions, Fitch remains dedicated to connecting with those in need and providing the best possible service. Because emergencies strike at any moment, clerk communication and understanding are of the utmost importance. For Fitch, every call is an opportunity to make a difference.
The evolution of technology in 911 dispatch has brought about significant improvements, but the heart of the service remains the same: a commitment to helping others in their most desperate moments. Each call that comes through Fitch’s center is a chance to make a real difference in someone’s life. When you know your location when you call, you empower Fitch and her team to dispatch the help you need most efficiently. Remember, your awareness and cooperation can be the key to saving lives. So, next time you dial 911, be prepared to provide your location – it’s a small detail that can make a world of difference. GN
