Watauga County telecommunicators answer an average of 1,100 calls
per month with this question. In addition they also answer approximately
7,000 non-emergency (administrative) calls for the Watauga County
Sheriff’s Office.
April 12-18 is Telecommunication Appreciation Week in recognition
of those who answer calls for the worst situations and ensure
the proper agency is dispatched to the scene. The communications
office is never empty regardless of time of day, holidays or weather.
Melissa Harmon, chief of communications for Watauga County, sat
down with the Watauga Democrat to provide an overview of what
to expect when calling 911.
The first question will be for the location. In the case of a
vehicle collision, Harmon requests callers give the name of the
road and a cross street, landmark and/or nearby house number.
It is also helpful to note direction of travel.
The most helpful caller is a person at the scene of the collision,
Harmon said. That person provides vital information, such as how
many vehicles are involved, what type of vehicles (a motorcycle
or large truck), whether or not the passengers are pinned in the
wreckage, number of people in the vehicles and a general overview
of injuries.
“If a person is the first to arrive at the scene of an accident,
they can provide very helpful information by simply looking into
the vehicles,” Harmon said.
This information is relayed to emergency room personnel, medics,
first responders and police to ensure the proper agencies are
dispatched and prepared to handle the situation.
In the case of a medical call, such as a fall, illness or injury,
telecommunicators will ask multiple specific questions. Telecommunicators
will also request a phone number in case the call is disrupted.
“It is important that every question be answered accurately
and calmly,” Harmon said. “Those answers set the protocol
for the level of dispatch and who will be sent.”
Harmon stressed that the call should be made from the location
of the emergency.
In the case of fires, telecommunicators will first ask for the
location and if the fire is a structure or wildfire. If a structure
is burning, the caller will be asked if it is a residence or business.
The extent of the smoke, size of the flames and structure, and
what is nearby will be noted. The answers provided by the caller
help determine what equipment firefighters will need.
Calls that do not involve an emergency, potential injury or life-threatening
situations should be directed to WCSO at (828) 264-3761. The line
is answered 24 hours a day, seven days a week.
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