Sara Harper’s Journey with Denver 911
Sara Harper began her career at Denver 911 in 2013. While the position offered her a sense of fulfillment, long work hours and anxiety became challenging. After several years, Harper decided to move on.
Harper describes the experience of donning a 911 headset as an adrenaline rush. She states, ‘There’s a little spike of adrenaline because you’re like, ‘oh, god, here we go.’ Is it going to be an easy one or a call that changes my life?’
Transformation in 911 Call Response
Traditionally, 911 call takers had three primary options: dispatching medical emergency teams, fire services, or police. Recently, a fourth alternative has become prevalent: involving a mental health professional to address certain situations instead of sending police.
A March study highlighted this shift, noting that 44 of the 50 largest U.S. cities have adopted alternative response programs, often excluding police involvement. The responsibility of deploying these mental health responders typically falls on 911 workers, already dealing with high stress.
Harper found her role significantly rewarding, feeling she genuinely assisted individuals in need. Nonetheless, challenges like extended hours and anxiety were persistent, leading to her departure from the role after a few years.
Jessica Gillooly, an assistant professor at Suffolk University, emphasizes that the 911 system faces a challenging period, with workers stressed, understaffed, and underpaid.
Challenges Faced by 911 Call Takers
A survey conducted last year among 911 professionals revealed that over 80 percent acknowledged understaffing. They reported regular experiences of burnout and anxiety.
Carlena Orosco, a professor at California State University, Los Angeles, explains the invisibility faced by 911 call takers. ‘You are the voice amidst the chaos, but you’re not seen,’ she remarks.
As dispatchers who facilitate resource allocation, they often lack closure or acknowledgment despite being key decision-makers.
The Complexity of Alternative Response
Determining suitable cases for alternative responses poses complexity, Gillooly notes. Information during calls can be sparse, affecting the decision to divert to mental health responders and shaping the call’s outcome.
Immediate handling of situations often demands quick decisions based on training, Harper observes, with potential legal and safety implications.
Dispatchers’ conveyance of information influences police anticipation, including the use of force. The Tamir Rice incident in 2014 serves as an example, where vital data was not relayed.
Training Dynamics for Call Takers
The decision-making process of call takers involves comprehensive training. At Denver 911, training includes three months in an academy followed by pairing with a trainer.
Instructor John Shryock emphasizes the STAR program, initiated in 2020, as an alternative to police involvement. Daily, the program deploys vans staffed with medical responders and mental health clinicians.
Shryock points out that alternative responders’ safety is crucial due to the absence of protective equipment. Structured calls gather essential details, sometimes necessitating police presence based on weapon identification.
Denver’s 911 altered a policy, considering a homeless person with a pocket knife not armed unless there’s a threat, as noted by STAR clinicians.
Improving Support for Call Takers
Denver 911’s Director, Andrew Dameron, underscores continuous improvements in the call process, highlighting employee support. Efforts include raising starting pay and reducing turnover.
‘You take care of the people who take care of the people,’ Dameron asserts, emphasizing employee backing for performance excellence.
Nationally, some states have reclassified 911 professionals as first responders. A December Congressional bill aims for national respect and enhanced benefits, including mental health support.
Harper advocates for recognizing 911 roles beyond clerical tasks, expressing that call takers effectively serve crucial therapeutic and medical functions.