Dealing with the first call following a fatal crash, answering the phone to hear a suicidal person or working with a theft victim is all in a day's work for emergency dispatchers. And while they don't don a uniform and badge, that voice on the other side of the telephone line is the first responder to thousands of emergencies each year.
"Their job is hard," admits Maui Police Department Assistant Chief Clayton Tom.
"They're just as important as the sworn (officers) and they're the first contact for the public seeking help."
Situated in a dark room behind the police department receiving desk, their work space resembles the control deck on Star Trek's Starship Enterprise. Walls of flat-screen monitors glow as dispatchers simultaneously answer calls, flip switches, tap on foot pedals and click away on their keyboards. They work as a team quickly fielding incoming emergency calls, relaying information and sending response units. Talk about multitasking.
"It really is an art," says dispatch supervisor Davlynn Racadio. "Not anyone can just walk up off the street and do this."
It's a job that requires a special type of person - someone who can handle pressure and make quick decisions. And while the dispatchers go through extensive classroom and on-the-job training, it sometimes boils down to their gut feeling on just how much help to send.
"What they do is very valuable," says Tom. "Without dispatchers our support staff wouldn't be able to do their jobs."
On any given day, the center operates with four dispatchers and supervisor. Last month alone, dispatchers fielded 8,792 emergency calls, along with another 26,893 nonemergency administrative calls.
"Sometimes it's busy and other times it's quiet. We can have a regular work day then all of a sudden all hell breaks loose," Racadio says.
Staffing shortages have put additional strains on dispatchers who are being called on to work 12 to 16 hour shifts that can stretch over weekends and holidays.
"With all the overtime it's pretty overwhelming, but everyone just adjusts because they know that if nobody is here the public is in danger," Racadio says.
"Although they're short, they have stepped up and are working longer shifts because they realize how important they are," Tom adds.
A class of 10 is currently learning the ropes through an extensive hands-on training program, lasting for at least seven months. While help is on the way, additional dispatchers are still needed.
"It's long hours and that has to be stressed, but it's a very rewarding job," Racadio says.
Dispatchers' skills are constantly being challenged by ongoing development, forcing them to learn the layout of new buildings and roads. Working in Hawaii makes the job a bit more complicated because of the many Hawaiian street names, Racadio points out. It could mean a wrong dispatch for those who don't know the difference between Hiahia Place in Waihee and Hiehie Street in Makawao.
But the most valuable skill is one that can't be taught.
"The most important quality to have is compassion for your neighbor - and that's something you can't learn in the classroom," Racadio says.
Terry Nakooka, dispatcher of 18 years, agrees.
"You have to have a deep caring for your fellow man," she says.
It's her job to care, to see past the verbal abuse, foul language and bloody situations and help the caller. After all, hanging up is not an option.
"A lot of times people will get upset with us because we ask a lot of questions, but we have to ask questions to get the proper response They need to know that help is on the way the minute they call," Nakooka explains.
It's the dispatchers job to determine the priority of the incident, the kind and number of units needed, and the location of the closest and most suitable ones available. If it's a medical emergency the dispatchers will sometimes give advice over the phone. Thumbing through a manual they can find out what questions to ask for issues like animal bites, chest pains or drug overdose and can begin treating the patient immediately.
"It can get stressful," admits Nakooka. "But when you have a successful call or catch a crook it feels so good."
No matter how many tragedies and disasters come through the line, there is still one call that many dispatchers dread.
"It's hardest to handle when children are involved - that is definitely our weakest point," Racadio says.
Sometimes the incoming call for help hits close to home, like in 2003 when Racadio's son was involved in a fatal car accident.
"My job is to help others, but I was on the other side looking for help and (the dispatchers) did everything they could," says Racadio. "Not only are we supportive of the public but we're supportive of each other."
Despite their hectic environment and long hours, many dispatchers will tell you they love what they do.
"It's a really good job," says Nakooka. "We have a good team and we all work together, it's not a one man show."
* Lehia Apana can be reached at lehia@mauinews.com.
