During National Public Safety Telecommunicators Week, attention is focused on the work of 911 telecommunicators. The Raleigh-Wake Emergency Communications Center is recognizing the efforts of its staff who manage emergency calls and coordinate dispatch operations. According to a release on the Raleigh Government website, the center handles over 500,000 calls annually. In September, during Hurricane Helene’s impact on Western North Carolina, staff answered more than 1,500 calls within a three-hour period.
"It's the most rewarding thing I've ever done in my life, and I could not be prouder to do it with such an amazing and selfless group of people," said Emergency Telecommunications Supervisor Duana Dailey in a statement to Raleigh Government website. The Raleigh-Wake 911 Center continues to serve as the primary point of contact for emergency services in the community. The call volume during Hurricane Helene was one example of the high-pressure situations telecommunicators regularly face.
National Public Safety Telecommunicators Week also highlights the contributions of each individual working within emergency communications. “Telecommunicators Week means to me a time to celebrate my 911 team — the unseen heroes behind the headset who remain calm in the chaos. The long shifts, the difficult calls, the emotional toll — and yet we come back, day after day, because we care. We answer the call, every single time,” said Emergency Telecommunicator Paula Clark in the same release.
Throughout the week, team members like Dailey and Clark are acknowledged for their work in emergency response. Their responsibilities are often performed behind the scenes but are essential to public safety. “Being recognized during Telecommunicator Week for the work that we do and the sacrifices that we make is a proud and humbling experience,” Dailey said in a statement obtained by the Raleigh Government.
