'911, what's your emergency?:' A Q&A with N.J. dispatchers

Take a look inside the day of a 911 dispatcher.

911 -- the universal phone number that has been engraved into our minds when it comes to an emergency. Whether it's for a medical emergency, car crash, robbery, or any other crisis, we're told to pick up that phone and dial 911. 

There is always someone who answers the phone on the other end and manages to control a high-stress situation without being face-to-face, 24-7. These channels of communication are public safety telecommunicators -- or dispatchers.

National Public Safety Telecommunicators Week, which started Monday, recognizes those dispatchers who take those emergency calls. But what exactly does life on the other end of the line look like for these dispatchers?

NJ Advance media interviewed emergency dispatchers in Cumberland, Gloucester, and Salem counties to get an inside look at life on the other end of the phone.

Cumberland County PST Mark Upham was named this year's Cumberland County PST of the Year -- an award given each year to a PST during this recognition week. Upham has been a dispatcher for more than four years. Cumberland County Chief Public Safety Telecommunicator Jennifer Lichtenstein oversees the county's dispatchers and has been a telecommunicator for 18 years. Gloucester County Senior PST Jennifer Fox has worked as a dispatcher for 17 years and supervises police dispatch calls. Salem County PST Supervisor Mike Sites has been in dispatch work since 1995 and Operations Supervisor Larry Fisher has been doing this work for roughly 23 years. PST Joe Hiles has been handling dispatch calls for about 16 years. Most PSTs work 12-hour shifts.

Here's what life is like for them one the other side of the line:

What does a normal day at work look like for you?

Upham: "We don't do the same thing twice. There's some repetition in how we do things, but no two calls are ever the same. During the last derecho, I sat at my computer, looked at every single phone lighting up, and I'm thinking to myself, 'what did I get myself into? We're here all the time, we miss holidays, birthdays and we don't sleep. There's always somebody here.'"

Sites: "It's very unpredictable. Storms can be crazy around here. It all depends on what time of day it is, weekends can be bad."

Fisher: "At times it is stressful. We can go from periods of time from it being basic calls instantly to busy, phones ringing off the hook."

What is one of the scariest or most difficult calls you've taken?

Upham: "Any serious type of calling dealing with a child is hard, especially when the person calling doesn't know what to do."

Fox: "To be honest, listening to an officer who is hurt or has been in a crash, or hurt and you can hear them physically trying to restrain someone."

Sites: "I've actually been on the phone for a childbirth and could hear someone giving birth. Another time in 2001, I had a call come through saying I had damage to my house from a storm, I was a new homeowner then."

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How do you keep composure in such high-stress situations?

Upham: "It depends on what kind of person you are. We all try t talk to each other through things, be there for each other and keep the mood light. In order for them to help a loved one, we need to help keep them calm."

Fox: "We receive training for techniques to regain control. I think personally, it's who you are as a person. Some can handle it and some can't. Remaining calm is a major part of it. There's always gonna be certain calls that hit close to your heart -- anything involving a child. We just remember, they are having their worst day ever, and calling you for help. You're their voice of reason."

Hiles: "Being a volunteer firefighter for 25 years has definitely helped me in high-stress situations. It's prepared me to be a solution, and to not lose control. Focusing on family, friends, and faith, are the main thing that help me."

Fisher: "You have your moments where you need to step back, and calm yourself after the actual call. Other situations, you get used to it."

Sites: "It takes years of doing it. It's easier than face-to-face -- we can't see the emotion. There could be a multitude of calls. It's hard not getting wrapped up in it. There are times when you'll even get a call from someone you know."

Lichtenstein: "They're trained to control their emotions. It really takes a certain person, with a certain heart to do this work. We are all very dedicated and loyal because we want to serve the citizens of Cumberland County."

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What should the public know about work as a PST?

Upham: "We play the messenger. A lot of people are in the mindset that we are the ones who come to you after you call, but we are not, we're the middle man."

Fox: "If you're not sure if it's an emergency, we do our best to help you. If you're ever not sure if it's bad enough of an emergency, we'll try to point you in the right direction."

Sites: "We're open 24/7, 365 days a year. We don't take off for holidays, we're always here. We don't close for inclement weather. When you call 911 in Salem, it's being answered by someone here in Salem."

Fisher: "There are a lot of PSTs who are also volunteers and volunteer their time, for fire departments or ambulance squads. We live this life all of the time."