Public Safety Dispatchers Answer Thousands of Calls for Help: ‘She Was Being Held Hostage’

Communications Officer LaKeisha Isaac answers dozens of calls during her 12-hour shift at the Gulfport Police Department’s Communications Center. While many people call to ask routine questions, report a burglary or disturbances in their neighborhood, Isaac knows all too well how one phone call can save a life.

Isaac has been with the center for nearly 15 years and about six or seven years ago her quick response prevented the unthinkable.

“The wife called the regular line to say she was being held hostage,” Isaac said. Isaac then heard the woman talking to a man, telling him he “didn’t have to do this.” At that point, it was an open line, and Isaac could hear everything the two were talking about.

“She said he had one gun pointed at her and one gun pointed at his head,” Isaac said. Isaac dispatched an officer, informed him about the situation and the armed man. An officer responded and safely ended the situation. The woman and man lived.

“We’re under the same stress that the officers are under [even though] we’re not out there with a vest and a gun, “ Isaac said.

Depending on the situation, the reality is, the most important voice a person hears is a public safety dispatcher. James Beane, Police Services Supervisor, says staff at the center has heard everything from people wanting to commit suicide to a murder confession. During a citywide emergency, this team of dispatchers is here to assist with emergency operations.

“You never know what that next call is going to be,” Beane said.

Beane began his career with the department as a communications officer in 1999. He says despite the stress, long hours and training, public safety dispatchers are just now being recognized as a profession. “We’re finally turning that corner,” Beane said.

Isaac agrees, saying she’s heard in the past, “You’re just a glorified secretary.” Occasionally the communications officers receive a thank you, but “they are few and far between,” Isaac said.

Isaac and Beane say the creation of National Public Safety Telecommunicators Week, April 10-16, 2011, is greatly appreciated. The week began in the early 1990’s, but didn’t become a very recognized event until recently. “Before it was something that we would celebrate ourselves,” Isaac said. Police Services Supervisor James Beane would like to see more involvement from area law enforcement agencies. “Just something to say hey, we appreciate what you do.”

At any one time, a communications officer can answer the phone, receive a statewide alert, search for a license plate number and hear a call for assistance from an officer over the radio. So far this year, the center has taken more than 7,300 calls. In 2010, they received nearly 30,000 calls. With four full-time staff, that means each person has answered nearly 7,500 calls a year.  

The center takes calls pertaining to the Gulfport Police Department not the Gulfport Fire Department. For example, when a resident calls 9-1-1 it’s sent directly to the Pinellas County Communications Center in Clearwater. If it’s a fire or medical related emergency, the fire department or ambulance will be dispatched. But, if it’s a non-emergency call or pertains to the Gulfport Police Department (burglary, car accident, burglaries, neighbor complaints, suicides) the call will be transferred from Clearwater to the Gulfport Police Department Communications Center.

Officials say people can help make the calls go smoother by providing information clearly during emergency situations. Dispatchers need to know: who, what, when, where, why and how. They need details and they need them right away. “We may be abrupt, but that’s information we need. We need to know what’s going on right now,” Isaac said. What people say over the phone is the only way of knowing what an officer may face on a call. It’s vital information.

National Public Safety Telecommunicators Week begins today and runs through April 16, 2011. The Gulfport Police Department Communications Center Non-Emergency Line is 727-893-1030.