Behind the Scenes of 911 Calls
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- เผยแพร่เมื่อ 28 เม.ย. 2019
- Inside an emergency dispatch center in San Francisco, 911 operators navigate the daily stresses of their job. Read more: www.theatlantic.com/video/ind...
"The Shift" was directed by Elivia Shaw and Paloma Martinez. It is part of The Atlantic Selects, an online showcase of short documentaries from independent creators, curated by The Atlantic.
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Imagine trying to save an anonymous person's life, successfully getting the ambulance to them, saying good luck and never knowing what happened after you hung up.
Yeah you can't be someone who gets stressed out easily or over think things.
I personally wouldn't be able to go on with my day without knowing the end result of my efforts. Not knowing would drive me crazy.
@@MRLONG758 fortunately the officers in my departments will let us know most of the time or we will ask
My dad did dispatch for medical and was always able to find out what happened
Sincerely Eccentric you can find out my mum was a dispatcher .
No Music, No sensationalized on site footage, just a potrait of those workers. Hats off for that.
I take my hat off for these people, hearing all kinds of nasty things.
Put your hat back on
Seems stressful job. Every day every call someone needs help or is in danger, and majority of the time operators have no idea how it ended
I was a 911 dispatcher for our local sheriff's office _way_ back in 1993. I quit after 6 months because I couldn't handle the stress. Sometimes I had to go to the bathroom and just cry. Several of the calls I took were so horrific, I'll never get them out of my head.
I not only took 911 calls, but I also dispatched sheriff's deputies. This is where I have to say, it's a good thing technology has improved! Our dispatch radios sounded like McDonald's drive-thru speakers. They were so bad, I'd have to keep asking the deputies to 10-9 (repeat). My _greatest fear_ was getting an officer calling for help and then not being able to understand his reported location. If I was on radio duty, then _I_ was responsible for that deputy's life. Between _that_ stress and the traumatic calls, I had to resign.
Thank you for making this video. I don't believe people are fully aware of how difficult this job is. It's not something you ever really think about, until the moment you need their help. I have *mad respect* for anyone who has the strength and fortitude to be a 911 dispatcher!
During your tenure you helped people; and that’s what matters. My brother worked at a suicide hotline while he was getting his master’s in Clinical Psychology. He has anxiety, and that job was... pretty horrible. To have people call and then hang up and you don’t know if they followed through on their threat or not. Hands being tied by the regulations of what to say and when.
I’m sorry for the toll it took on you, but I bet that coming through it, it made you an even more empathetic person; you can’t be a witness to that much pain and it not change you. I just hope it did in some good ways too. And thank you for your tenure.
@@SunflowerSpotlight I always try to call Crisis hotline back to let them know that people are ok after officers arrive. I'm sure it varies by area but we have a large number of people who attempt or more commonly threaten suicide but never follow through with significant action. There is a large move towards having mental health practitioners go out in the field with officers to help reduce the burden on law enforcement.
Lisa Bowers 🥺
I am reading your comment in 2021.
On a recent episode of the British version of 911 Behind the Scenes, the call center's computer system crashed, so they were processing calls using pens and paper and atlas maps. Some of the older paramedics were reflecting on the earlier days; they said it used to take 25-30+ minutes to get to a call because the technology was so bad in the 80s and 90s. The paramedics expected to find their patients already dead more often than not. I can't imagine the relief when GPS and cellphone triangulation and computers came onto the scene.
This is a pretty accurate representation. I take 911 calls and actually just got off shift. Everyday is something different and the stress builds but you have to answer that next call. It’s sometimes hard to get someone’s voice out of your head. It’s got challenges but also rewards.
Thank you for your work
Do you ever miss what someones saying because you're remembering the last call? I do that.
What is your best coping technique?
I salute these people. It takes a special Kind of person to do this job, you have people calling in with just absolute panic, feeling helpless and need assistance like yesterday , and then you have complete jerks giving them operators a day and night of hell I'm sure. I couldn’t do it, people are way out of control. Thank you 911 operators for all you do!!
Bridge V then there’s people that tell us to fuck ourselves while we are trying to save their family’s life
@@maverickskateboards7094 They're not right to do that. There are terrible people in every single profession. Again, doesn't make it right but this is a very stressful job. Stress gets the best of all of us sometimes.
Well done! 21 years on the job. We need the support from the people and government to pass the 911 Saves Act.
Your films are of such high quality, it blows my mind how relatively low the number of views are. Although that makes me treasure them even more.
Former police officer here...these folks are the true unsung heroes, I wouldn't last a day in their shoes!
I could never do this. Most stressful job in the world.
Ash Farlow traffic air controllers have a stressful job.
@@MoparGuy1625 Yes they do. They BOTH do.
Uuuuuuuuuuuhhhhh.
@@dootdoot94xo44 I did not say hard, I said stressful. And "people can't handle me because I tell the truth" Thats the same for all who tell the truth. I agree.
I can assure there are many more stressful jobs in the world than a 911 dispatcher…
We often give credit to police, fire, ambulance. They wouldnt get to us without these operators.
Thank you for all you do, and ill pray that you dont live the calls daily.
WHY ARE YOU YELLING!
A N N I E
Razor Stitch 5:03 stop talking to everyone else
I feel like she was a bit rude and had Aditude
I get she needs the information but she came about that dark af
I can't even begin to express how much I appreciate this video. The way it expresses the day to day of the job. There's so much in this video, almost two sides to it. There's the perspective of the general public who have never worked in the field, and then there's the perspective of those who do it for a career. So much good information to educate the public, yet for those who do the work, there's a connection with what each person is saying. A connection of being there and knowing how that person feels.
I love my job. I love who I get to be when I do my job.
If anyone has ever had even the slightest interest in something like this, please, *please* consider looking into making this your own career, too.
This particular occupation is insanely short handed nationwide and almost any agency you walk into would likely be in desperate need of more dispatch trainees.
Every day is filled with challenging, empowering, frustrating, hilarious, traumatic, noble, time-consuming, and ultimately soul-fulfilling work.
I wouldn’t trade it for the world. I’ve never felt more satiated in my life than I do when I’m at the console.
@@desertdinghy9833 God Bless.
I did this job for nearly 10 years in a major city, and I left to start my own business. Having said that, this job is not for everyone and you will have days where you're a wreck emotionally, and you're always at risk of lawsuits and investigations. It's a noble job and there are times when you really do save lives and when you diffuse potentially deadly situations.
What a stressful job! I can only imagine.. When I worked at AAA taking emergency roadside assistance calls it was pretty stressful sometimes, people yelling and stuff, especially if a baby or animal was locked in a car! But nothing like this. I am so grateful for them and all first responders.
AAA is just a vacation.
@@mikemondano3624 Like I said, I can only imagine, sounds really really stressful, magnitudes worse than AAA!
No comparison tbh.
He can't hold it and it's getting messy. Ummm okay normal day?
I wonder what the turnover rate is for them. They have pretty stressful jobs.
Ikr.... I can't possibly imagine doing that job for more than a year
Very high. There is actually a nationwide shortage of dispatchers. One being because of the stress level, but also because dispatchers don't get the same kind of support (in the US) as another "first responder" would get.
itismejoey in LA alone over 200,000 calls weren’t able to be answered in the space of only one year. It’s partially due to how many people call when there’s not a true emergency. But still, at LEAST 10% were emergencies, and how many of those people couldn’t call back? It’s really... distressing on many levels.
It depends alot on your agency. Turnover is not high for employees over 2 years or so. Most find out quickly if they are up to the challenge and an even greater number do not pass training which can last 3 months to 9 months depending on if you are a 911 comm officer or a dispatcher. Our agency on average has about a 50% pass rate for training
Tons of turnover. At least in the medium sized city I lived in, most of our dispatchers left to go work customer service and the municipal power/internet company. They got paid significantly more there with better benefits with the muni provider than being 911 dispatchers.
Such a well produced video! You let their experience speak for itself without interviews or narrations or anything. Beautiful
The craziest job but I cant see myself doing anything else. I love the chaos and being raised in a very dysfunctional environment, did my schooling in violent surrounding, I suppose is the main reasons why I can do this without breaking a sweat. Your worst day is my everyday at work
Why would the government harm us. They are the parents of the adults, just like we are the parents of our kids. We are the children of the government. We cannot exist with them. We need their control over us till the day we go bye bye.
I wouldn't be able to do this for 5 minutes.
I dispatched in Oakland back in 80s. We covered 5 offices in 4 counties. Before cell phones was easier I think. It is wonderful that these dispatchers have access to gym for release of physical stress.
How emotionally demanding this line of work must be. Thank you for your service.
I Work as a sales rep and customer service and sometimes it gets really stressful so i can't even imagine taking 911 calls
Worst one i ever handled on the air was when one of my off duty units advised he had a plane coming down into a house. It was a UPS cargo plane and it took me 6 hours to get the scene cleaned up enough and everything under control before i could take a break.
My mom is actually training to be a 911 dispatcher and her training is 3 to 6 months and omg the amount of codes she has is ridiculous
How is your mom doing? Is she still working as a dispatcher?
@@tonka9573 she actually quit a couple months once she actually started working because the Lt was an asshole and humiliated her in front of everyone because she couldn't work as well with him yelling in her ear
@@theglowstick3572 uh, that's crap. I hope both of you are nevertheless well and save
I gotta hand it to all the 911 dispatchers for every thing they go through dayend/dayout! Thank u for everything u do! Keep up the good work.
This is really a good job. Saving someone’s life.
Dispatching can be very challenging and emotional for the worker's..Thank you all for your relentless effort..Hats off to you all❤🙏❤..my niece is a dispatcher..I remember she received a call from a family member..can't imagine how stressful that was for her
34 years now retired.
I work at a call center and it's not an emergency but also very stressful type of job. I can understand the Asian lady frustration LOL!
Oh, it's over. I thought it was just beginning.
I like that they just ended it..... just like the perspective from the dispatcher.
@@TheJayneharper yeah I guess when you look at it like that. I just was expecting a documentary lol so this video seemed like an introduction. It seems 911 operator seems like an intense job
Very cool behind the scenes! Keep up the good work, Atlantic.
This is amazing. I am forever grateful.
Thank you for the fantastic quality videos.
Phenomenal journalism in my opinion. So much on point. I love it when they leave the music away.
This is amazing.
One of the most stressful. Intense jobs evrr
This is amazing
Well done Atlantic, thank you for this
Well done! Great video!
I'm wondering why there is no video call possibility. I mean that would improve the work of the dispatchers, as one woman said at the end, they aren't sure what is reality, and it would be great evidences for the police.
That is a good idea and would be useful in certain situations but overall it wouldn't make it much easier.
True, but it would be traumatic.
The technology is heading in that direction - unfortunately it comes with both good and bad - the stress alone of "hearing" horrific things is enough to give some PTSD. Imagine seeing them also. As well as people being people - think Facebook Live - people now live streaming crimes in progress instead of helping or calling 911 in the first place. Such a sad state we live in.
I followed in my dads footsteps and became a police officer.
He told me when I started
“Always.. always. Be nice to your dispatchers”
Tw (suicide): As someone-the only person apart from my dad and uncle- calm enough to talk to a dispatcher, upon finding a family member, unconscious and in rigor mortis sans suicide, I feel like these videos help me to make my decision on becoming a dispatcher. I’ve been told I have incredible ability to keep calm on the most stressful situations, and I’d love to be able to make great use of such a talent and help save some lives and protect my community.
Well done. Good video
Rescue 911 could use a modern reboot
Well-made!
this is such a good doc omg
Just took my test to become a dispatcher… really hope I pass. It was extremely hard. I would love to do this job, I understand it’s stressful but I would love to help people. Truly a stressful job, but can be rewarding
Did you pass? 😃
@@steph-anie1448 yes I passed the test with a really high score but didn’t pass the interview :(
@@Kaitlynsfashion How do you not pass an interview?
@@kristinsreese some agencies do a set of questions usually around 10 questions to see if you answer correctly and the panel scores your answers. Sometimes somebody else just has more experience than you and your “test scores” fall short. It’s not an actual interview to get to know you unfortunately. At least in my state.
This job is for saving people's life.
Very well done and informative... I am considering accepting a position as an EMD. It's a lot but I think I'd be good at it.
I was a volunteer firefighter for two years but resigned because I moved out of the area. I am working on getting into the local fire department in the village I live in. They house a few engines, a rescue, a tower ladder, and two ambulances. The 911 center is also located not far from my house. These men and women who work their are fantastic and important individuals. They are respectful and really care of the people and first responders involved in all emergencies and non-emergencies.
Epic
This is so sad
This is in SF? I'm sure they're busy from clock in to clock out
A 911 dispatcher will get calls in their dreams about incidents everyday. They are doing a very stressful job.. god bless
I wonder why the place is so dark tho?
DiiE-Ana 214 better visual of computer screens. or could be the midnight shift
Maybe too much light will give them a headache added to their stress
Love my job :-)
Taking a course to do this job. Very nervous about what i might hear on the other end someday.
How is it going, if I may ask?
Question for the film makers. Did you shoot on GH5 or Black magic? Curious as to what was the main camera you used.
This would be the best job for sociopaths/psychopaths. They wouldn't care at all. They'll just do the job and that's it.
Director: “Ok now everyone just start pretending like you’re on a call and make it crazy”
Dispatcher: “And you said you’re falling out of a plane without arms? Help is on its way ok?”
You're kidding right. Their calls never. Ever. Stop. There is always someone calling, in need of help or not, people call. SOMEONE has to to take that call. Immediately.
You are ignorant as heck. You have no idea what you're talking about. Try taking A COURSE to do this job and then talk to me. You wouldn't last 2 minutes.
I CALLED 911 FROM OREGON FOR AN EMERGENCY IN MICHIGAN. THEY TOLD ME THEY CAN'T TRANSFER MY CALL IF IT'S MORE THAN 3 STATES AWAY. CALL A HOSPITAL IN THE CITY OF THE EMERGENCY AND HAVE THEM TRANSFER YOUR CALL TO THEIR LOCAL 911!!!!!!!!!!!!!!!!!!!!! I HOPE THIS HELPS SOMEBODY.
I’m 23-years-old started dispatching in EMS this year (21) Let’s see how long I last 🙄
How’s it going? That’s so young for this work. :/
@@lifeunbridled I’m still here writing this while at work. I like it but it does have its moments. Always OT! No doubt you learn a lot on the job.
Keep up the good work. 👍🏻
Why is it so dark?
Everything is so dark!!!!
Easier to relax
Their eyes and stress level so it helps
What is THAT at 5:59?
Like trying to watch Game of Thrones.... why so dark?
I would like to try this job. I love trying to help people. How does someone get this type of job?
Not in TH-cam comments
You can volunteer at a suicide hotline pretty easily and if that was on your resume (and it didn’t put you off; it’s similarly stressful), that would help your odds of getting the 911 call job. Just a thought. My brother worked at one while getting his master’s in Clinical Psychology, but it was... pretty rough. A lot of regulations on what to say and when, and if someone hangs up you can’t know for sure if they followed through on the threat of suicide, so that’s... haunting. You can’t take responsibility or feel guilty about “failing” or you’ll burn out. It’s not for everyone; it’s actually got a high turnover rate.
But everyone’s tenure helps, since we have a deficit. In just LA in a year 200,000 calls weren’t able to be answered, and at least 10% were actual emergencies, and a fair number probably couldn’t call back. I wonder how many lives would have been saved if they’d gotten timely help?
Good luck, regardless.
Look up your local 911 and apply. It's usually that easy. Getting hired is another thing and passing training.. a whole nother level beyond that
@SHE SAID WHAT that depends greatly on where you're located. In our area there are no requirements to take classed for most agencies
Call 911. :D
This was quite shallow. I hope it's part of a more involved piece.
Busy
Ok now listen to me
Postal nite mare!!
Why is this place so dark?
cmonster6 they are probably on the night shift, they can concentrate on the screen better an it’s relaxing. Even though it’s bad for their eyes that’s what I found.
Do they work from home now like other call centers are doing?
Do they use civilians for San Francisco? It seemed like they were if they were able to come to work in T-shirts
Mathieux A I feel like for the work they do, appearance isn’t as important as other jobs.
Most agencies are civilians - some sworn work in the comm center to help out or get some overtime - most if not all centers are locked to all except operators/dispatchers and supervisors. Uniforms aren't always the norm due to not being seen by the public.
With all the technology, it would be an inovation if we could video call 911 so things make more sense.
работают лучше чем наши
How can a 911 dispatcher tell weather or not its a law enforcement type call and how to tell if its a karen calling or a tiffany calling in a legit call situation!!!!! THIS WILL STOP KARENS FROM BEING KARENS AND THE NONSENSE OF KAREN CALLS WILL STOP!!!!!!
can't stand the asian lady's vibe, her way of dealing with the stress is to be low-key sarcastic
Glad I'm not the only one. She made me mad
ytubeanon SHES getting info at times you have to be thorough
Yeah she makes you want to hang up and try again later
She probably also has to deal with tons of calls from people that dont cooperate.
It must take a strong, patient, and selfless person to be a dispatcher. Maybe they don't get thanked enough and that's why there's such a high turnover.
It's 2021. Can't they make video 911 calls, so they can see what the caller is seeing?
This looks awful
Having been outside such a center, I have heard the dispatchers call callers "whiners", "trash", and worse. They have also laughed about delaying help for people they think sound funny or who don't speak clearly, like when they have a mouth full of blood. Their chief amusement is being as sarcastic as possible to callers. Other cops often join in.
Try yourself and see how long you can last until doing the same thing.
The asian lady rude as hell
She has a job to do. People need to answer her questions and stop arguing. She knows what she’s doing. Let her.
@@matthmatthmatth i agree
It's a shame that dispatch center doesn't properly light the building. It must be difficult working in the dark.
yeah idk why
It's actually better that way during the evening hours. Dim the lights of the center and of the computer screens.
The U.S. Navy does it in combat information center, the lowlight helps reduce stress.
I'm guessing this is sarcasm..
most centers work with low lighting - especially with the all the monitors - easier on the eyes
i feel as though female dispatchers are better than males because many people are more comforted by their nature and they tend to keep the callers calm