Telecommunicators
Telecommunicators Week: April 14–20, 2024
Public safety telecommunicators, or dispatchers, are often the initial first responder to an emergency. They take the 911 call or text of distress and obtain essential information to relay to emergency medical service providers, firefighters, law enforcement officers and others. Telecommunicators also give important instructions to callers to help save lives.
Gov. Eric J. Holcomb proclaimed the third week of April 2024 as Public Safety Telecommunicator Week in Indiana (view the proclamation). IDHS encourages public safety agencies and residents statewide to recognize the important work these professionals do and to share appreciation for them.
Telecommunicators Week: April 14–20, 2024
Public safety telecommunicators, or dispatchers, are often the initial first responder to an emergency. They take the 911 call or text of distress and obtain essential information to relay to emergency medical service providers, firefighters, law enforcement officers and others. Telecommunicators also give important instructions to callers to help save lives.
Indiana's public safety telecommunicators are trained to coordinate response efforts to emergencies around the clock, day in and day out. The third week of April is National Public Safety Telecommunicators Week, and Gov. Eric J. Holcomb proclaimed it as Public Safety Telecommunicator Week in Indiana (view the proclamation). IDHS encourages public safety agencies and residents statewide to recognize the important work these professionals do and to share appreciation for them.
Read the article "Lifeline Over the Phone Line: Recognizing the Work of Public Safety Telecommunicators" to read more about the work Indiana's 911 telecommunicators do.
Did You Know?
Highlighting Hoosier Telecommunicators
The following are just a few stories of telecommunicators, as recognized by the Indiana Statewide 911 Board during 2023:
Valerie Delgado
Madison County
A 911 cell phone call came in from someone with an unknown health condition. The call disconnected multiple times, pitting telecommunicator Valerie Delgado, yet despite the challenges of disconnected calls and no address given, Delgado's quick thinking and persistence proved to be lifesaving.
She called the number back, keeping the caller on the line, and recognized the urgency as the caller's speech slurred. With calm determination, Delgado guided the caller to push buttons on the phone to communicate, narrowing down the location.
Thanks to her ingenuity, Madison County first responders reached the victim, who was suffering from stroke-like symptoms. Her creative problem-solving skills ensured prompt medical assistance, highlighting the vital role of dispatchers in emergencies.
Julian Hyneman, James Griswold
Gibson County
Telecommunicator Julian Hyneman received a 911 call from a person who had been injured working in the yard with a garden tool. There were a lot of emotion on the call, and the situation evolved rapidly, yet Hyneman exuded calm and professionalism. Within seconds he paged and dispatched paramedics to the scene. Hyneman and colleague James Griswold worked together to get help to the scene and relay communications between police, fire and paramedics.
The first officer on scene applied a tourniquet and relayed pertinent information to Hyneman and Griswold. Gibson County Sheriff Bruce Vanoven remarked at the team's professionalism and said, "I am truly in awe of the calm that they had during this extremely emotional event. I want to thank them for doing great things for their community!”
Maddie Milish
Dearborn County
Telecommunicator Maddie Milish sprang into action just before midnight, answering a 911 call for an unresponsive male. She guided the caller calmly on how to perform CPR until first responders arrived, ultimately saving a life. A special meeting celebrated the dispatch crew, Bright Fire and EMS, and Dearborn County Sheriff's Officers for their heroic actions.
Ryan Wojda, Cole Kinley, Norma Ortiz
Lake County
Over three months, Lake County telecommunicators helped deliver three babies! Ryan Wojda assisted a man calling 911 for his girlfriend who was in labor. A healthy baby boy was born. Cole Kinley assisted a woman calling about her sister who was in labor with twins. Kinley provided support and instructions for the birth of one of the twins, a baby girl. Norma Ortiz assisted a man calling regarding his girlfriend in labor. This resulted in Ortiz providing instructions and the successful delivery of a baby girl. All three telecommunicators remained calm and composed, providing essential support during these unforgettable moments. Congratulations to them for their roles in bringing new lives into the world!
William Hayes
Indiana State Police, Fort Wayne District
Indiana State Police Master Trooper James Bailey lost his life in the line of duty in March 2023 and telecommunicator William Hayes displayed incredible professionalism during the tragedy. He never got that “excited” voice, did not freeze, and remained focused to perform his duties even after learning of the trooper's passing.
Tony Kent, Suzan Oliver, Mersades Bell, Mike Arthur, Amanda Carnell, Scott Hamilton, Zachary Worth, Colton Goss, David Strafaci, Gabe Sawyers, Justin Clay, Trent Fraker, and Brennan Sawyers
Morgan County
On March 31, 2023, a round of severe weather, including a tornado, entered Morgan County. The Morgan County Public Safety Dispatch crew worked diligently that evening. Many stayed past their normal shift hours, came in early to relieve the people before them, or came in on their scheduled day off, not because they were asked to but because they knew what needed to be done and wanted to help. They received 263 calls within the first four hours, with 128 requiring emergency response.
The shift supervisor created the Morgan County 911 Storm Team Award, presenting each team member with a certificate and a tornado lapel pin.
DeKalb County Central Communications Staff
DeKalb County
During four tumultuous hours on March 3, 2023, the DeKalb County Central Communications staff received or made more than 400 phone calls and more than 1,000 radio transmissions. The staff was dealing with terrible weather, multiple accidents and a fatal accident on U.S. Highway 6, when they then received the terrible news that no dispatcher ever wants to hear: officer down.
The staff remained calm and professional, even more remarkable because the fallen officer, Indiana State Police Master Trooper James Bailey, was not only a co-worker but also a close friend to several dispatchers, who had been texting each other about their day and the current situations up until his death. Each staff member received an award for their service for their work on this tragic day.
Shannon Givens, Ryan Pleckham, Lindsey Schick, Denice Bachorski
Indiana State Police, Lowell District
The Lowell Regional Dispatch Center received a 911 transfer call from a 13-year-old boy from Alabama who, along with his younger brother, became disoriented in the woods. The pair was walking alongside Interstate 94, more than 3 miles from the home where they began their jaunt. The call was dropped while dispatchers were collecting the initial details, and their attempts to reconnect with the boys were unsuccessful.
Using a variety of resources, including deploying law enforcement and a drone, the efforts were unfruitful until they finally were able to get in touch with the boys' father. The father had been able to reach the boys by phone, who safely made it back to the residence. A state police trooper confirmed their welfare.
Alex Millis
Henry County
A retired police captain in Illinois called the Henry County non-emergency line after his 80-year-old parents' vehicle got a flat tire on the interstate. They were traveling from West Virginia to Illinois to visit him, but after two hours, their private roadside assistance provider had not sent help.
Telecommunicator Alex Millis went above and beyond the caller's request, contacting an emergency towing company himself and offering to have a police officer check on the parents. After the towing company arrived, Millis even called the son to notify him of the situation so he did not need to drive from Illinois to eastern Indiana himself.
The son sent a thank-you note later that stated, "I knew this wasn't a police matter but was hoping for some better resources. I then called, and not only did I get better resources, your emergency operator was the most kind and helpful I have ever seen. ... I was scared for their safety given the unknown area, but he offered everything he could to ensure their safety."
Sha Kirk
Henry County
Telecommunicator Sha Kirk remained calm under pressure when assisting a caller whose vehicle was sinking in a pond. Kirk used her tools and mapping to determine the location of the caller, and as the car began to fill with water, she focused on helping the caller be calm and successfully guided the driver in finding a way out safely.
Sarah Thompson
St. Joseph County
Telecommunicator Sarah Thompson took a call from a manager who was concerned about the safety of his employee’s daughter. The teenager had been taken by a much older man and was in danger. The suspect had contacted the mother and told her he was coming to her workplace, and it would be the last time she would see her daughter.
The manager called 911 and relayed that the man had indicated he would not stop to meet the mother if he noticed any police, so Thompson coordinated with law enforcement so that the man would make the stop. She updated her public safety partners throughout the call, showed compassion and handled everything like a true professional. The man was successfully detained, and the daughter reunited with her mother.
Jenna Frezza
St. Joseph County
Telecommunicator Jenna Frezza took her first solo call, about a man in cardiac arrest. She was empathetic and did a great job directing someone on scene to begin CPR immediately. The man went to the hospital but was expected to survive, thanks to Frezza's guidance.
Lara Hancock
Spencer County
Telecommunicator Lara Hancock sprang into action when a woman went into labor while traveling on a Spencer County roadway. Hancock directed the expectant father to pull the car over and gave him instructions on what to do. Within three minutes, the baby was born and Hancock helped the parents know what to do until first responders arrived. Later, the family invited Hancock and the others to meet their new baby girl.
A Conversation with Statewide 911 Board Executive Director Jeff Schemmer
The Hoosier Homeland podcast spoke with Statewide 911 Board Executive Director Jeff Schemmer in 2023 about the changing world of Indiana's telecommunicators, including legislative efforts and technology advances.