[Congressional Record Volume 162, Number 56 (Wednesday, April 13, 2016)]
[House]
[Pages H1676-H1677]
From the Congressional Record Online through the Government Publishing Office [www.gpo.gov]
NATIONAL PUBLIC SAFETY TELECOMMUNICATORS WEEK
The SPEAKER pro tempore. Under the Speaker's announced policy of
January 6, 2015, the Chair recognizes the gentlewoman from California
(Mrs. Torres) for 30 minutes.
=========================== NOTE ===========================
April 13, 2016, on page H1676, the following appeared: The
SPEAKER pro tempore. Under the Speaker's announced policy of
January 3, 2013, the Chair recognizes the
The online version should be corrected to read: The SPEAKER pro
tempore. Under the Speaker's announced policy of January 6, 2015,
the Chair recognizes the
========================= END NOTE =========================
Mrs. TORRES. Mr. Speaker, California is a much warmer State and much
more beautiful, if I may add that.
I rise today to recognize National Public Safety Telecommunicators
Week.
After 17\1/2\ years as a 911 dispatcher, I know firsthand the
challenges our public safety dispatchers face, the stress they are put
under, and the critical importance of their work. That is why I am
proud to introduce a resolution commemorating National Public Safety
Telecommunicators Week.
I remember working the graveyard shift at the LAPD, sitting four
floors below ground, taking calls from people from all walks of life,
often during their most vulnerable time in their lives.
{time} 1615
In fact, it was my work as a 911 dispatcher that got me involved in
politics.
When I was working for the LAPD, I took a call from a little girl who
ended up being murdered at the hands of her uncle. When I answered that
911 call, all I could hear was thumping. Later, I learned that that
thumping noise was her head being bashed against the wall. Soon after,
five shots were fired, and she was murdered--11 years old, murdered at
the hands of her uncle.
I yield to my colleague, the gentleman from the San Fernando Valley,
Congressional District 29, Tony Cardenas, to share with us some
information about how he supports 911 dispatchers in his district.
Mr. CARDENAS. I thank the gentlewoman.
To my colleague, Norma Torres, thank you for bringing up this very,
very important opportunity for awareness of this issue on the floor of
the House of Congress.
Mr. Speaker, yes, it is National Public Safety Telecommunicators
Week, but it is really important for us to understand that, in America,
everything starts with us--the individuals.
I will just add to this dialogue that it is up to all of us to keep
our communities safe. If we do that well, maybe we won't need so many
911 operators. We have heard so many times and too often of those
frantic calls when someone is calling 911 because the action has
already started, because the atrocity has already begun. As Americans,
we should be vigilant and understand that we all have a collective
responsibility to be the safe keepers of our communities so that we
minimize the number of 911 calls any one individual in our
neighborhoods or in our communities across America would ever have to
make.
I take this opportunity to mention someone, Krystal Blackburn, who is
the assistant supervisor at the Harrodsburg Police Department. She has
been a 911 operator for some time now, and I quote one portion of what
was mentioned on the House floor this afternoon:
911 has changed my life. It has shaped me, and I have grown
into a role that I wasn't even sure I wanted in the
beginning. It has become a way of life that I wouldn't change
for any reason. I am 911.
Once again, ladies and gentlemen, I think it is important for us to
take the opportunity to recognize and appreciate the eclectic
responsibilities that friends and neighbors have in every community
across America. In every situation, let people take on that
professionalism so as to be the solution--to be the go-to person--when
we need them most. It is important for people to understand that our
dispatchers at 911 and that our safety community around America deserve
our support and deserve our recognition. Most importantly, they deserve
our thanks.
I thank the gentlewoman for giving me the opportunity to express my
thoughts on this very important issue.
Mrs. TORRES. I thank the gentleman.
[[Page H1677]]
Mr. Speaker, so few people know what it is like to be an emergency
dispatcher and don't truly understand how crucial our role is. They
don't get that without us. They don't get that without you. First
responders wouldn't be able to do their jobs without someone's
answering that 911 call.
Back when I served in the California State Assembly, the State budget
crisis meant that 911 dispatchers were furloughed because they weren't
exempt as public safety professionals. Hundreds of calls went
unanswered. Who knows how many lives were put at risk? I spent months
badgering Governor Schwarzenegger until he realized the catastrophic
effect the policy was having on our State. God forbid there had been an
event like San Bernardino during that time and calls couldn't get
through or first responders didn't know where to go.
Sadly, too many people think of dispatchers as a little more than
glorified receptionists. This means that they don't often get the
resources, the training, and the support they need and deserve in order
to do their jobs. Dispatchers are the first points of contact in the
event of an emergency, and they are the sole link between those in
trouble and the personnel who can help them. Better training and more
support would go a long way toward improving service and increasing
staff retention.
During this year's State of the Union, I had the honor of inviting as
my guest the dispatch supervisor who directed radio and call traffic
during the San Bernardino attack. While the police, fire, and EMS
responders definitely deserve a lot of credit, there had been very
little mention in the media about the key role the public safety
telecommunicators played.
Annemarie Teall and her team were the ones behind the scene, making
sure the first responders were deployed efficiently and effectively.
They fielded calls from the community, from law enforcement agencies,
and from callers from all over the country and the world. During a
situation that can quickly become pure chaos, they stayed calm, took
action, and helped save lives.
When she was here, Annemarie discussed the training she had received
in dealing with these types of situations and how grateful she was for
that training. Unfortunately, this kind of training isn't a regular
occurrence.
Without public safety telecommunicators, our first responders can't
do their jobs. The response of police, firefighters, and paramedics is
dependent upon the quality and accuracy of the information the
dispatcher is able to provide. Public safety telecommunicators don't
just take calls and relay information; they also play a key role in
coordinating multiple teams of first responders from multiple agencies
during times of crisis. They are a vital link for police, fire, and EMS
as they monitor their activities by radio and provide them with
information that can ensure their safety and an efficient, effective
response.
911 dispatchers have also helped in the apprehension of criminals and
have helped bring them to justice because, in many cases, they are
witnesses to the crimes as they occur. In the case that I stated
earlier, I was the only witness. It was that recorded call that brought
justice to that little girl.
Public Safety Telecommunicators Week not only provides us with the
opportunity to recognize the hard work of our dispatchers, but it is
also a reminder to our constituents of the importance of maintaining
emergency lines free for just that--emergencies. There is no excuse for
911 abuse. Some estimates indicate that 15 to 20 percent of incoming
calls are nonemergencies. These calls could prevent legitimate
emergency calls from getting through and being answered. For example,
as a 911 dispatcher, I remember receiving calls from those who were
asking for directions to Disneyland, who were asking if an earthquake
had just occurred, or who were asking for the time of day. Those are
not emergencies. Dispatchers can't send for assistance if they never
receive the call.
911 is not an information line. Local governments have limited
resources and few dispatchers. Many localities have info lines--for
example, 311 or 511. I encourage individuals to look up their local
police departments and have their nonemergency police numbers on hand.
I also encourage them to add that information to their cell phones so
that the number is readily available when they have emergencies.
I can give you many examples of when people have dialed 911 from a
cell phone and the dispatcher does not have the accurate location.
Imagine if you were in the middle of having a heart attack and if you
were not able to voice your location. Having that local telephone
number is important because your call would be expedited to the local
paramedic or to the local police department that has jurisdiction over
where you may be.
It is never too early to teach kids about the proper uses of 911. You
never know when an emergency will happen, and your child may be the
only one who is able to get help. Teach children how to dial the number
and stay on the line and when they should and shouldn't dial 911. One
bad example is when my children were looking for me. They knew at the
time that I worked at the 911 center. They dialed 911 and asked for
their mom. That is not a true, good 911 call. Discourage your children
from making inquiries to that emergency line.
Every day, public safety dispatchers help save lives, provide comfort
and reassurance, and are a critical part of our law enforcement teams,
but, too often, their work goes unrecognized. When you need a calming
voice to guide you through a crisis, when law enforcement, fire safety,
and rescue personnel are in need of seamless coordination at a moment's
notice, when every second counts, they are on the other line. 911
dispatchers are the unsung heroes of the first responder community.
I want to share with you another story of a 911 dispatcher:
I had to make sacrifices as a soldier to serve my country,
and I have to make sacrifices as a dispatcher to serve my
community. I knew this when I chose this profession--we have
to be on call; we have to work overtime; we have to work
holidays; we have to work nights; we have to work weekends;
and we have to be reachable 24/7, and it is tough.
I spent most of my life in the service of others--22 years
in the military, 8 years with the Texas Youth Commission,
over 2 years in Iraq assisting military forces, and nearly 8
years as a 911 dispatcher. I can't remember how many life
events I have not been a part of because I was working,
sacrificing, in order to help others. It is only tolerable
and manageable with the assistance of my fellow team and
family members helping me when I just couldn't get through it
without their help.
We have committed ourselves to this calling, and we are
very good at it. We have sacrificed ourselves in the service
of others because someone had to do it.
That came from Richard Dulin of the Coleman Police Department.
The first thing he said when I answered the phone was: ``I
just shot myself in the heart.'' Given that he was still
speaking, I figured he probably didn't hit his heart, but the
point was pretty clear. I established that he had, in fact,
shot himself in the chest about 30 minutes before he had
dialed 911. He waited to call because he was not sure if he
wanted to live.
Unfortunately, we don't tend to get a lot of closure, so I
have no idea if he lived or died.
Kyle from Kitsap County, Washington.
The stories go on and on, and I could go on and on for the rest of
the time and share with you about the wonderful work that these
committed people do each and every single day for our communities.
I close, Mr. Speaker, by thanking the 911 dispatchers and recognizing
the hard work they do for our communities every single day.
Mr. Speaker, I yield back the balance of my time.
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