Dispatcher Justine - "Lifeline"

“We take strange calls, we take funny calls, suicidal calls. Hearing gunshots over the phone – that’s so frustrating, because like I said, you beg them not to do it, and it doesn’t work. They do it anyway. The stress experienced by 911 dispatchers is what develops with listening to someone else’s absolute worst day every day. We listen to it every day, because people don’t call 911 when they’re having a good day.” – Dispatcher Justine

Before anyone can reach the front line, someone must answer a phone line. The “first” first responders, dispatchers serve as audial witnesses who have to listen carefully and question pointedly to ascertain the true status of a scene. Not only is the person on the other end of the phone relying on the dispatcher, but so are the police officers, firefighters, and paramedics who want to respond to a call effectively and safely.

Join former firefighter/paramedic Phil Klein as he sits down with Justine who, during her 27-year career in dispatch, heard everything from the humorous to the horrific. The daughter of first responders, Justine grew up more familiar than most with the critical role dispatchers play in assisting callers in an emergency until help arrives. She discusses the impact that hearing a baby’s first cry or a mother’s last breath has on dispatchers’ mental health and the importance of allowing them the time to step back and process what they’ve heard.

Are you a fan of Stories From the Road? Please take a moment to support this podcast on Patreon, and give it a five-star review on Apple Podcasts or Spotify or whichever platform you use to listen.

Support the show