By Janayva Solis
Born in Cheyenne, Wyoming, 911 Dispatcher Janayva Solis grew up in Colorado Springs, Colorado. She is fond of the outdoors. Hiking, camping, traveling, and adventures have always been her hobbies. Janayva’s bucket list consists of traveling to every state and eating food she can barely pronounce. She tries to learn a new skill every six months. This time around she learned survival skills just in case she gets lost in Colorado’s beautiful mountains. Her parents have been married since she was a few months old, so their 24th anniversary is just around the corner. With five siblings and four nieces and nephews, Janayva has an amazing support system. They all have stayed in Colorado Springs to be close to one another. During her fascinating journey through life, Janayva was lucky enough to meet her fiancé. They have two children, ages three and four, who have made her life whole. Her plans in life consist of being a police officer to further serve the community she lives in. Janayva has a great support system, and she is living life to the fullest. In the following essay, Janayva discusses her stressful but rewarding profession.
Many people think that being a 911 dispatcher means that your heart turns cold. Some say that screams, cries, and sounds of desperation are a part of the job. They don’t actually see or hear about the hurt and loss on the other end of a phone call. A woman may not realize that her scream has stuck with me since last year, or maybe a child doesn’t know I pray for him every day.
The other side of the phone sometimes gets forgotten instead of being considered a first responder. We are actually called the “first, first responders” and are the essential connection between a caller and a police officer, firefighter, or paramedic. Our job is to keep the caller, responders, and the community safe.
When I first started my career, I typed approximately 45 words per minute. I am now well over 85. I answer a call, create a call screen, and begin to paint a picture for the responders on the other end. A first responder has to be careful that a call screen doesn’t become a book that no one wants to read. I have to be quick and precise, detailed but not too detailed . I constantly remind myself that the caller will provide irrelevant information and that it is up to me to decipher what is happening. Important information always goes first, which includes addresses, weapons, and suspects. Dispatchers learn quickly to multitask, talking to one person while talking to another. The caller becomes my temporary child that I have to look after and protect. Proper instructions must be given to shield the caller from forces that might cause harm. A stern and calm voice is necessary in escalated situations. I must take a caller from hysterics to Zen.
Being a 911 dispatcher means that I am giving up holidays, birthdays and time to spend with my family. I have a schedule that someone who is higher in the seniority list didn’t want, and my days off aren’t ideal. I choose to miss sleep instead of missing my kids growing up because my day doesn’t permit both. A dispatcher’s life sometimes revolves around work and making sure to be there when needed. I work more than 40 hours a week almost every week because we are so short staffed. Our center alone has lost eight people this year. More time at work means more calls to experience and hard times to deal with. Mental stress and PTSD are common in this profession. Learning ways to cope and fight through the trauma early on has benefited me in the long run.
People have asked me on more than one occasion, “What is the worst call you’ve taken?” This question isn’t my favorite because it only brings back bad memories. It is hard to think about which call was worse, the elderly woman dying or the baby who wasn’t breathing. It is hard to relive these moments, and trying explain what happened to someone else only makes it harder. Serving the same community I live in can also weigh me down. Every day I pass by a house where a woman was terrorized, only to be reminded that help didn’t make it on time. People look past me at a grocery store without knowing that I am the one they asked for help. I have friends and family members who haven’t realized yet that I did everything I could to help them on their worst day. Eventually I do let go of pain, but I definitely don’t forget it. Without knowing what or who will be on the other end, my reset for the day is the small second between my finger and the answer button. Overwhelming is an understatement.
I took a call once about a baby that wasn’t breathing, though, my very next call was a woman who thought she was calling McDonalds and wouldn’t stop asking me for chicken nuggets. Even better, I answered a call, and on the other end was a 10- year- old child. Without knowing what was going to happen, he asked sternly, “Do you pour the milk before the cereal?” I have helped tourists with directions, children with math homework, and a grandmother who wanted hot fire fighters to transport her to her doctor’s appointment. The calls aren’t always bad; they are short lived and far in between. I have laughed to a point that my stomach had a knot and a tear ran down my cheek. These moments become the reason and logic behind staying in such a hectic environment. The job is rewarding, and I cherish every thank-you.
In some situations the wrong decision can cost lives. Dispatchers have to think about the consequences of not sending resources. We have a lot of frequent callers who say they are injured and need help. We then send a firetruck, ambulance, and two officers only to find out that they didn’t need anyone at all.
It becomes difficult because with a growing, fast paced city, emergencies are frequent. Sending to someone who doesn’t need help causes a delay for someone who actually does. For example, I frequently get a call that there is a homeless male who sets up camp on the side of a business. The business owner calls and says he is back, but this time he is sleeping and he hasn’t seen him move in an hour. It is up to me to decide if he is sleeping or if he needs medical help. I have made it a rule to always send. I would rather see someone refuse help than not get any at all. Luckily, he was only sleeping, but it is hard to think about the consequences of never sending anyone at all. There is a lot of responsibility on my shoulders and the consequences are even greater.
In the beginning of my career, I couldn’t explain to someone why I actually applied for this position. Now being almost two years in the hole, I wouldn’t want to be anywhere else. There are a lot of negative factors within this profession, and it sometimes was difficult not to walk out. However, when there is a split second of good, that alone can out weigh all the bad. Hearing laughter, gratefulness, and relief can be the motivation that keeps me coming back to my desk every day. I am the first voice someone hears when calling the Police Department. That alone can set the tone for the responders upon arrival. I do believe that this is my calling, and there is more to it than I thought. But I wouldn’t want to be anywhere else.
This profession is more than just answering a call and sending help. We are there with you, and we won’t let go until the Knights in Shining Uniforms arrive.
