~by Ellie Wilke
“911, what is your emergency?” If the caller is ringing in from somewhere in Greene County, odds are that is Mindy Durlam on the other end, putting her all into making sure the individual is safe. Since 2004, the dispatcher has helped hundreds of thousands out of sticky situations.
Durlam operates a station with more than ten different screens, ranging from weather monitors to live feeds from security cameras around the building. Her favorite of these devices the new Mock System, a screen that uses GPS technology to project colored dots on a map. These dots symbolize squad cars positioned throughout the area, making it easy for Durlam to locate an officer in needing of assistance.
With so many machines needing attention at once, dispatchers can be thought of as the ultimate multi-taskers. “It seems like they have 15 fingers hitting multiple buttons at once,” said Greene County Sheriff Steve Haupert. With new technology and updates in equipment, it takes a special kind of person to commit their time to learning the ropes in an ever-changing job, where anything can happen.
When getting a call for help, Durlam recommends talking to the caller in a calm and reassuring tone, while trying to discern the who, what, when, where and what weapons are involved. Keeping them on the line until help arrives is essential.
“Being that first voice for someone that may be hurt, scared or lost is extremely important,” said Durlam. “If you can keep them calm and attentive, that’s rewarding.”
In stand off situations, officers rely on Durlam’s connection inside to serve as their eyes and ears. When remaining on the call for quite some time, the dispatcher advises finding something to keep the person at the end of the line interested. “It really helps that our local emergency services are dedicated and get to places quick,” said Durlam.
What are some of her most interesting calls, one might wonder. “Animal calls where people think an animal may be a lion or some other creature are always amusing.” She relates that the most difficult calls that come in are from children who are lost and scared. Not knowing their surroundings makes them especially hard to track.
In the circumstances where 911 is accidentally called, Durlam urges people not to hang up. “We aren’t the bad guy, we understand it happens,” she said. “We are not going to get mad at you.”
The office’s number one priority is the public’s safety and it is best to tell the dispatcher your name and location if ever dialed accidentally. The department will send an officer as a precaution to make sure everything is all right, even if the caller hangs up.
Phones that are no longer activiated or are not set up can also contact 911 services. If giving an old phone to a child to play with, it is recommended to take out the phone’s battery first.
Most calls for help occur in the early morning or afternoon. Durlam notes most calls come in during the spring when tensions mount and tornadoes are at a yearly high. This usually tapers off in the summer before more weather-related incidents occur in the winter.
Over time, Durlam has come to see her coworkers as “one big extended family,” working together to keep the residents of Greene County safe. “We are all here together. It’s a serious job but you need humor and just enjoy it,” she noted. “I can’t imagine doing anything else.”
“Thank you for your service and valuable time to get people where they need to be,” said Haupert to Durlam and all the dispatchers. ~courtesy of The Scranton Journal
