During a recent shift at Randolph County, NC Emergency Services, all call-takers were busy, radio traffic was heavy, and several high priority situations were active. In the thick of it, one dispatcher glanced at the Prepared transcript and caught what she'd missed. She didn't have to stop or ask the caller to repeat themselves. That's the kind of moment we build for.
"Towards the end of the shift, we were getting hammered with 911 calls and business calls. Within a matter of 10-15 minutes, every call-taker and dispatcher was answering back to back calls while handling radio traffic and some very high priority situations.
While working a law enforcement channel and handling their requests, I answered a business line and was trying so hard to actively listen to his needs while keeping track of our officers.
While I heard the pertinent information and got the call started, the transcript from the Prepared system and the order the information was listed helped me IMMENSELY in that moment of intense multi-tasking. It only took a quick glance for me to add the few small details I didn't catch initially."
- Kendra Hurley , Dispatcher, Randolph County Emergency Services