CYPRESS, Texas – If you’ve ever experienced a true emergency—whether it’s a house fire, a traffic accident, or a life-threatening medical event -- you know how terrifying it can be.
It’s hard to describe the state of blind panic that sets in when you face a 911 scenario. But have you ever considered what happens on the other end of that desperate call?
Michael Bergholtz, Cy-Fair Fire Department’s District Chief, and Michael Clements, Assistant Chief of Cy-Fair Fire Department, joined KPRC 2 News Today at 10 to talk about what goes into being a good dispatcher and what this accreditation means for our community.
(You can watch their interview above.)
The new accreditation awarded to the fire department’s dispatch unit should reassure you that a well-trained, compassionate professional will calm your anxiety, ask the right questions, and quickly and expertly get you the help you need.
Cy-Fair Fire Department’s Dispatch Center was recognized by the International Academies of Emergency Dispatch (IAED) as an Accredited Center of Excellence (ACE) for emergency fire and medical dispatching. This makes CFFD the 95th medical ACE and second fire ACE globally. Cy-Fair has one of only two dual-accredited centers in the state of Texas.
The Cy-Fair Fire Department’s Dispatch Center handles more than 38,000 calls each year. Unlike most organizations, CFFD is one of the few combination fire and EMS departments that provides its own dispatch services.
“Most people don’t stop to think about what dispatchers do,” said CFFD District Chief Michael Bergholtz, who oversees the operations of the dispatch center. “Yet these highly skilled individuals are a much-needed lifeline in times of desperation, and the ‘front door’ to the community’s emergency services. Just because they don’t show up on the scene, that doesn’t mean they don’t save lives. They do, every day.”
Bergholtz points out that being a dispatcher requires not just the ability to understand processes and quickly execute procedures, but also the mental and emotional fortitude to connect with frantic callers.
For example, a good dispatcher must:
- Make sense of and bring order out of chaos. They must figure out what’s really going on and what needs to happen next. This includes more than just the initial call received in dispatch -- in many cases, the dispatcher is also the point person for coordinating emergency efforts for an accident scene.
- Deal with out-of-control emotions. They instill calmness and comfort and reassure people who are crying, panicking, and often not thinking clearly.
- Guide people caught in this emotional turmoil through life-saving procedures like CPR or evacuating family members from a fire.
- Be a fast thinker and good problem-solver.
- Stay calm and in control in order to do all of the above.
- Maintain an unwavering sense of discipline and commitment. Around-the-clock, 24-hour coverage is essential for working in this field.
“Not only does building a great dispatch team require finding the right people, it requires excellent training,” said CFFD Fire Chief Amy Ramon. “We believe in investing in our people, and this accreditation validates everyone’s hard work and showcases our commitment to the community. Our fire department is determined to create a world-class culture that attracts great people, keeps them motivated and inspired, and makes them want to stay. The citizens of Cy-Fair deserve nothing less.”