Ever wonder what it's really like to be the calm voice on the other end of a 911 call? In honor of National Telecommunicator Appreciation Week, we asked our Flathead County 911 Operators to share their honest thoughts, experiences, and advice in their own words.
This is Behind the Headset: Raw Truths from 911 Operators—a candid look into the heart of emergency dispatch.
1. What motivates you to do this work?
- I enjoy knowing that I make a difference to my community.
- Providing for my family and serving the community in a personally fulfilling manner.
2. What’s something about being a 911 dispatcher that the public might not realize?
- 911 dispatchers don’t just answer 911 calls, at least not at our 911 center. Our dispatchers also handle administrative non-emergent calls for law enforcement, handle radio traffic for 4 law agencies, and handle fire/ems radio traffic for all of Flathead County. The same dispatcher that may have handled your CPR call might then pick up a barking dog complaint on the very next call.
- You have to give a piece of yourself to the community.
4. What qualities make someone well-suited for this job?
- The ability to stay calm in chaos, remain resilient through tough calls and tough times, and not take yourself too seriously.
- The ability to “shake it off” and keep going—while still processing emotions in a healthy way later—is essential. So is being able to switch from “off” to “on” in an instant when the phone rings or the radio keys up. Multitasking is also key, as dispatchers must juggle a variety of tasks all at once.
- Someone who can multitask and stay calm under extreme stress.
5. What is the most challenging aspect of your position?
- Learning to let go of all the trauma that you hear day in and day out and not taking that home with you.
- Helping the public understand that we aim to be as efficient as possible is so important—we’re here to get help on the way quickly and safely. When you call 911, we follow a specific set of questions to gather the critical information responders need. We might interrupt to ask something urgent, not because we don’t care, but because your safety—and the safety of those responding—depends on it.
6. How does teamwork play a role in what you do every day?
- This career wouldn't be possible without a tremendous amount of teamwork, not only within our department but also with all our partner agencies. During an emergency, our dispatchers must work seamlessly together to quickly get help where it’s needed. We also rely on the teamwork of our partner agencies to respond appropriately, knowing that we’re doing everything on our end to ensure they’re sent to the right location, with the right resources, and to a situation we’ve worked to deescalate or keep everyone safe.
- Dispatchers and call takers rely heavily on one another for the accurate and timely flow of information. Anyone can call out for help at any moment—and there’s always someone ready to step in and support.
7. What’s a small thing callers can do that makes a big difference in an emergency?
- Please, please, please know where you are. We can’t send help unless we know where to go. Even a nearby cross street or mile marker can be enough to get responders headed your way.
- Listen carefully to the dispatcher’s questions and try to answer just that question without jumping too far ahead. They’re typing your responses in a way that makes sense for responders, and jumping ahead can cause important details to get lost—or lead to having to repeat information.
- Take a breath, stay calm, answer all of our questions, and listen closely to our instructions. The actions we take—and the response we send—depend entirely on the information you provide.
8. If you could share one piece of advice with the public about calling 911, what would it be?
- Know where you are so we can send help quickly. Many callers struggle to provide even a valid street name, let alone enough detail to pinpoint their location. While dispatchers have tools to help locate you, the fastest and most accurate way is always you knowing your location.
- The first question we ask when someone dials 911 is: ‘911, what is the location of your emergency?’ We can’t send help until we know exactly where you are. We dispatch for all of Flathead County, which includes multiple towns and cities—so being as specific as possible is key. Pay attention to your surroundings. Know what road you’re on, any nearby cross-streets, landmarks, or businesses—anything that can help us find you quickly.
- Please don’t hang up. We’re going to ask you a few questions, but it won’t delay help from being sent. Even if you called by accident, please stay on the line and answer our questions—it helps us ensure everyone is safe.
9. What’s a moment on the job that made you feel truly proud of what you do?
- Since joining FECC, we’ve had a few major wind events—and each one has made me incredibly proud of our team. It’s amazing how quickly our dispatchers can sort through incoming calls, identify true emergencies, and coordinate in a high-pressure environment to prioritize the most urgent situations. At the same time, they’re giving safety instructions to callers and managing their own radio traffic. It’s truly one of the most impressive things to witness—the sheer amount of communication happening all at once to help keep our community safe.
- It’s incredibly rewarding to be able to calm and focus a hysterical caller during what might be the worst day of their life. Using just my voice to direct that energy into helping someone in need—it’s a pretty amazing feeling.
10. How do you stay calm and focused under pressure?
- I remember that it isn’t my emergency and the best way to help anyone is by acting quickly and efficiently.
- I focus on just keeping going. During storms or when multiple emergencies happen at once and dozens of calls need to be dispatched, it’s all about taking it one step at a time. Handle one thing, then the next. As we say, “All bleeding stops eventually.”
11. What do you wish more people understood about the role of a 911 dispatcher?
- 911 dispatchers are the very start of the entire emergency response process. We gather information, turn it into something actionable, and send the right kind of help for the situation—often while managing several other incidents happening across Flathead County at the same time.
- We are human—we’re members of your community. We drive the same roads, face the same economic challenges, navigate the same housing crisis, and care for our own families, too. Your words and emotions don’t fall on deaf ears. We simply have to compartmentalize our own thoughts and feelings to provide the best service and support possible.
- Our main goal is to help you. Yelling, swearing, or calling us names won’t get help to you any faster—in fact, it can slow things down. If we can’t get critical information from you, it makes it harder to send the right response quickly. We understand it’s hard to stay calm when you’re scared, but please trust that we’re doing everything we can to get help to you as fast as possible.
12. What’s one thing that brightens your day during a tough shift?
- Getting recognition for a job well done—when it’s truly earned—means a lot. Whether it comes from a responder, a coworker, or a caller thanking you at the end of a tough call.
- When our officers stop by to visit. It's nice to put a face to the voice we hear over the radio.
- My colleagues. I work with a great team who have wicked sense of humor!
Thank you to our 911 operators for taking the time to thoughtfully answer some tough questions about your work. Your honesty, insight, and dedication help our community better understand and appreciate the vital role you play every day. We’re grateful for all that you do—on and off the phones.