HOPKINSVILLE, KY (CHRISTIAN COUNTY NOW) – 911, what’s your emergency? The faces behind this phrase often stay unknown, but the work by people at the Emergency Communcations Center saves lives, while being the glue between Hopkinsville emergency services. Tucked inside the second floor of the Hopkinsville Police Department is a hub full of dedicated dispatchers who go into work every day prepared for anything.

“It’s such a unique field that people sometimes overlook because you’re always in the background,” said Sarah Draggo, the ECC Director in Hopkinsville. “You’re not the fireman, you’re not the policeman, you’re not the medic. But it’s very, very rewarding.”

Dispatchers function as 911 operators while simultaneously working dispatch for fire, police, EMS, and rescue services in Hopkinsville.  While larger cities are able to spread the workload between multiple people, dispatchers in Hopkinsville do it all. They have dozens of resources at their fingertips for any situation.

“It’s a lot of practice, this job is very multitask oriented,” explained ECC dispatcher Cassidy Jackson, who began working in the department just eight months ago. “If you can’t multitask, you’re going to have a lot of issues.”

The department has the ability to respond to 911 text messages and can initiate video calls in certain situations. Among other things, mapping and geography skills come into play along with basic medical knowledge. Each dispatcher goes through a four-week criminal justice academy, followed by a 23-week training period to ensure they are ready.

Work environment

“It can be very draining, and it can haunt you. There are calls that still to this day if I talk about them, I cry because they touched my heart,” Draggo said when speaking about the mental load of the job. “It can be very overwhelming. Over the years you kind of learn to cope and deal with things differently than a younger newer dispatcher.”

Even though the job often includes intimately talking with someone during what may be the worst day of their lives, maintaining a level and clear head in the moment is key. After they hang up the phone and relax is when the weight of it all settles in.

“Just constantly dealing with everyone else’s emotions and concerns can be very exhausting,” Jackson said. She credits her positive attitude to the extremely supportive and close-knit team she works with. Both Jackson and Draggo describe it as a family. Each dispatcher is willing to step in and help each other with work, and coping when things get heavy.

“You have to want to do it. You have to want to be here,” Jackson added. “At the end of the day you know you helped someone and give them that security and safety, and that’s what makes you go home feeling good. Thats all I’ve ever wanted…I love what I do.”