Dispatching is not just about answering phones

A dispatch officer deals with an enormous amount of stress on a regular basis — but some find the job highly rewarding

In a list of traits that are valued in 911 dispatchers, Pamela Mandery would rank “multi-tasking” number one.

Mandery, an officer in the Sumner Communications Center, said her job is one of many duties — answering phones, obtaining information, dispatching police units and monitoring the radio, to name a few. To top it off, many of these tasks are often paired with distressed callers and life-or-death decision-making.

“We don’t just answer the phone in dispatch,” Mandery said.

Communications officers in Sumner typically work 12-hour shifts in front of five monitors, a few keyboards and two computer mice. There are three work stations, but only eight officers are employed, so there isn’t enough space to have three people working at once. Instead, two officers cover each shift.

Before 2003, only one dispatcher worked the Communications Center at any given time. That was the year Bonney Lake began contracting with Sumner for dispatch service, bringing a second officer into play. The contract also has Sumner taking on Bonney Lake’s 911 calls and other dispatching responsibilities.

The contract is set to expire this summer, and officials are currently discussing their options, said City Administrator John Doan. The city wants to be fair to Sumner’s residents and to the current communications officers when making a decision come summer.

And for good reason — dispatching jobs require an intensive six-month training period, long days of sitting, stressful situations and a barrage of technology to master and use daily.

But Mandery is passionate about her job. She’s been doing this kind of work for 17 years and wouldn’t do it differently even if she could.

“You have to love your job to do this,” she said. “But it’s very rewarding. We’re able to provide a service to the community.”

Mandery started her career at Bonney Lake’s dispatch center, but was switched over to Sumner in 2003. Now she gets windows, she joked.

In front of Mandery are five monitors, all with a different purpose. On her far left is a mapping system that locates callers; next to it is the phone system, which provides caller information, including name, address, type of phone and phone service. In the center is a screen that is used to access databases of records and information such as warrants and restraining orders.

To the right are two more monitors. One is for a program called CAD (Computer Assisted Dispatch), in which dispatchers enter information from 911 calls and relay it to police officers. It also tells communications officers the status of all police units. And finally, the screen on the far right monitors the radio system.

When a person dials 911, the call is routed to the correct agency depending on location, Mandery said. Next, a dispatcher will answer the call, determine the nature of the emergency and transfer it to the appropriate agency if it’s a fire or medical call, remaining on the line to see if police help is needed.

If it’s a call for police, an officer will talk to the caller and ask questions: who, what, when, where and if there are weapons involved, as well as descriptions of suspects and cars, if necessary.

Communications Officer Randi Plotke said some of the most difficult calls stem from people who refuse to answer questions and just ask for help. A dispatcher must know details of the situation so that the appropriate help can be sent. Certain calls may only require one police unit; others may necessitate several police as well as firefighters.

“That’s where the questions come into play,” explained Mandery.

The dispatch center, located inside Sumner City Hall, was built within concrete walls and has bulletproof windows. The center took approximately 46,000 calls in 2007.

Mandery, who admits it can be difficult to avoid taking her work home, still has a passion for the help she provides. She’s going further with law enforcement, too — she just graduated from the department’s reserve academy and ultimately wants to become a police officer.

“I’m good at what I do,” she said.

The total cost of the communications center is approximately $900,000 per year. Under the contract with Bonney Lake, Sumner pays roughly $600,000 and Bonney Lake pays approximately $304,000.