Behind the Emergency Call: A Kings III EDC Operator Interview
Kings III’s Emergency Dispatch Center Operator, Jacob, answers interview questions, providing details on the types of emergency calls that he has to take, his appreciation for his colleagues and management, what he thinks makes Kings III unique & more
Above all else, Kings III’s focus is on providing the absolute best service to our customers and the utmost care to our callers in emergency situations. This makes the Emergency Dispatcher Operator role one of the most important shoes to fill. Our operators are trained and certified at a higher level than required by those at most 911 centers. Not only that, but they are carefully selected by us because we think they will be able to perform a vastly important job according to Kings III standards. After all, with so much on the line, it is so important to handle emergency situations correctly.
Since these operators are really the heart of our business- the ones who help others to safety, we like to show them off a bit from time to time and allow the public to get to know them a little bit better. Below, you will see an interview with one of our awesome EDC operators, Jacob.
What do you think makes the EDC different from similar centers?
Jacob: It would have to be customer service and the amount of care we put into our customers, or anyone who calls on our phones for that fact! It doesn’t matter who activates the phone or who is talking to us on the other end- we treat the caller with the utmost respect and kindness. There are numerous times where our operators go above and beyond to help the callers. We contact cab services for people whose car was towed or who simply can’t locate their car. We also contact relatives/friends for callers when they request it. We are unique, because no other similar call center handles the calls in the way that we do. We take the place of actual police/EMS/fire dispatchers until they are able to get on the line with the callers.
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What is the craziest call that you have had to dispatch?
Jacob: Last summer, I received a call on a pool phone from a mother who reported that her 2 year old daughter was having multiple seizures. Through the entirety of the call the seizures did not stop. I was listening to the mother talking to the father and the father trying to console the mother, all while handling the situation his baby girl was in. It was difficult to try and administer AEMD protocol because the parents felt like there was more that they could do or that I could do, which I fully understand. This was very hard for me, because I had a daughter of my own on the way at the time and I could hear the true fear in the voice of the mother. This resonated with me and during the entire duration of the call I wanted to make sure to not only follow my protocol, but also to take the mother’s feelings into consideration and help her through this trying time.
What is your favorite thing about your job?
Jacob: My favorite thing about my job is definitely the rewarding feeling I get from each call and also from the people I work with. Our team is unlike any other I’ve ever experienced. We all have genuine care for not only for each other but for the company and each call that comes through. We help each other through tough times and strengthen each other. The management team is amazing! I’ve never worked for a company where the employers put as much care into their employees as Kings III. Between the quality of work that we put out and the amazing corporate and management teams, we are the best call center out there.
What is the hardest thing about your job?
Jacob: The absolute hardest thing that comes with this job aren’t the calls themselves, but the thoughts that follow directly after a call. Once we have dispatched out the appropriate aid and the right authorities, we don’t always get to find out the outcome of critical dispatch calls. It can weigh very heavily on you sometimes, as did the call with the 2 year old who was seizing. All you can do is hope: hope that you did everything right according to your training; hope that emergency services arrived in time; hope that you made a positive difference in the outcome of the patient or caller. But there is always the reality that sometimes the worst outcomes can occur, no matter how hard you try or how much effort you put in.
Regardless, we do what we do every time without fail because we are the best. We adapt and overcome in any situation. We treat critical dispatch calls as if it was our own family trapped in the elevator or drowning in a pool. Not every company can say that, but we can with confidence. Some call centers’ operators view what they do as just a job, but because of the values instilled within us by our company and our fellow colleagues, to us, what we do means everything.
See what we mean? We aren’t lying when we talk about the quality, stand up people we choose to hire as our operators. It goes beyond what you can view on paper: the 24/7/365 fully staffed dispatch center with a redundant off site center for emergency situations and the HIPAA and AEMD certifications held by operators, while great, pale in comparison to our operators’ care, drive and passion for helping others. Want to hear how our EDC operators handle actual emergency calls? Go to our videos page to view some of our EDC Actuals videos.