Patch Newtown, CT --Members of Newtown's Emergency Communications Center were honored last week with an award from NG9-1-1, a nonprofit that works with a congressional congress to promote emergency call center issues. Director Maureen Will traveled to Washington to accept the award, and while there, spoke with lawmakers about issues facing emergency dispatchers in the future.
This week, Will spoke with Patch about those issues, the challenges her staff faced in the aftermath of the Sandy Hook Elementary School shooting and the future of emergency dispatching in Newtown and the rest of Connecticut.
-----------------------
*Patch: *Receiving the award must have been a great honor. Did you feel the trip accomplished what you hoped?
*Maureen Will: *One of the main reasons we went was to speak to our congressmen regarding 911 services. And we were able to meet with all of Connecticut's congressmen, which was pretty amazing in and of itself. It was awesome to be able to go to Capitol Hill and be our champions for next-generation 911. And afterwards, we did get confirmation Rosa DeLauro has joined [the congressional caucus that works with 911 organizers.]
*Patch: *What will the "next generation" of 911 look like?
*Will: *It's going to be about meeting the expectations of the consumer. Some people are under the impression if they text 911 someone will be there to respond, and that's not the case ... Look at what the younger generation thinks -- "We can do that, can't we?" Well, no. But they're starting to test that in Vermont and a couple other agencies, and they've said they'll be ready for it by 2014. But we do need additional funding to make sure 911 here in Connecticut has enough money in the state budget to get the new system and keep it updated.
*Patch: *What was the ceremony itself like?
*Will: *Extremely humbling. It was about 500 people at Union Station. And to actually hear Blumenthal and Esty talk about December 14, and the things our center has done -- it really brought everything home. And then to have the warm reception from the audience -- people from Aurora, Lancaster and Columbine were there.
We're part of a special group -- a group that no one wants to belong to. And there was so much sadness that was part of it. But the support and the love we felt from them was absolutely phenomenal. To recieve a standing ovation and receive the kind words was, again, humbling. And I told them I was standing in front of a group of people who do the same thing we do every day. It could have been any one of them standing on that stage, receiving that award.
*Patch: *What was the atmosphere in that call center in the days after the shooting?
*Will: *On that day, there were two people working. [The call center has a total of nine communicators, with two on staff at a time.] I had run out for a moment, but when I came back in, I stayed.
We called in an additional dispatcher about two and a half hours later, and we had to get ahold of him while still handling phone calls. On Sunday night, I made the decision to bring more people in from around the area. Otherwise, it would have decimated my staff. But we still only had three stations. [The center can handle three positions at one time.] Then, on Monday, the regular phones broke.
During this time, we were averaging between 120 and 150 an hour -- and this is from Friday straight through to about two weeks afterward.
*Patch: *Has it been emotionally difficult for dispatchers at the center since then?
*Will: *There have been good days and bad days here. Although we were not at the school, Bob [Nute] and I are born and raised here. We know that school -- my daughter went there. And Jen [Barocsi] has worked here about six or seven years, too.
We weren't at the scene, but the scene was in our head. We dealt with the people that were coming in, the phone calls -- but then also all the wonderful cards and letters. It becomes overwhelming. But we're so greatful for people to remember us. So we have good days and bad days, and we just take it one day at a time. It's just what we do.
*Patch: *As community members, is it ever hard for dispatchers to stay removed from the situation while on the job?
*Will: *At the time, no. We don't think about it. We have a job to do. We have to be that consummate professional. We're the lifeline between the person on the phone and the responders.
Afterwards, just like everybody else, it's going to impact us. But that's our job -- we have to maintain that training and that professionalism. There are many stories of [dispatchers] who have answered a 911 call from a family member, and they have to dispatch an ambulance or police because someone's been hurt or killed. You never know who's on the other end of the phone.
*Patch: *Another concern you've mentioned is regionalization of emergency services. Is that an option Newtown could turn toward in the future?
*Will: *It might. It would depend on the Board of Selectmen. Obviously my responsibility is to provide them with facts, the benefits, the pros and cons ... Obviously, in this financial climate, if it's going to save taxpayer dollars, I believe it would be something I should pursue. If it's meant to be, it's meant to be. And the state is definitely pushing for it.
That's my job -- I look at what's good, what's not, and I make the presentation. But because I have such a vested interest in this community, I'm not going to hurt Newtown. I'll give them the facts. But onething I do know is regionalization will not take away from the quality of service our community expects from our staff.
*Closing thoughts from Maureen Will:*
I'm very proud of the young men and women here at the center. They do an exceptional job, and sometimes people do forget them. There's a large focus on fire, police and EMS -- as it should be. But my staff is the one that picks up that call. We try to comfort, we try to aid, and we try to get as much information as possible.
That's why that award hit me -- we had Sen. Blumenthal and Elizabeth Esty telling people what we're doing. It was nice to have someone speak so eloquently about what we did. It was inspiring. I am immensely proud of the men and women we have here, and I hope my town's as proud as I am. I know they are. Reported by Patch 5 hours ago.