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Get to Know Our Emergency Communications Operators

In this post, we interview some of Kings III's emergency communications operators for an inside look at what it's like for them within our emergency communications center, including what is the craziest call they have ever had to take.

At the heart of Kings III Emergency Communications’ business is our service. This is what sets us apart from similar companies, and we truly pride ourselves on doing everything that we can to ensure that our customers and their occupants are safe and happy. In addition to being staffed 24/7/365 with a redundant off site center for emergency situations, our Emergency Dispatch Center (EDC) is staffed with highly trained and HIPAA and AEMD certified operators. We take special care in selecting the right people to handle critical situations. Because of this, we like to interview some of these members every now and then so we can show you how special that they are and allow you to get to know them a little bit better.

Who We're Talking To

EDC Members Elias and Shayna

The Questions

What do you think makes the EDC different from similar centers?

What makes our Emergency Dispatch Center at Kings III different from other similar companies is the AEMD Certification Training that our dispatchers go through. Other companies choose not to provide their customers with first response instructions such as CPR. Kings III weighs in the risk and recognizes that the valued seconds the customer is on the line with us can be the difference between life and death. Kings III customers also enjoy a one call resolution on their calls. Our operators are able to assist our customers with more than dispatchers from other companies can. Our operators are empowered to take ownership of a phone call and see that the customer gets the resolution they deserve. This keeps the customer from having to wait on a queue for long periods of time have their needs met. -Elias

The EDC is more service focused. I’ve worked in call centers for about 12 years on and off and while they have been about customer service, the EDC goes above and beyond. We are here to save lives and ensure the safety of others. I also like how the company treats people all around. I never complain about having to come to work and I enjoy every moment of it. -Shayna

What is the craziest call that you have had to dispatch?

A two year old baby was seizing and her mother was calling for us to dispatch an ambulance. The baby had seizures since he was born. The biggest battle was asking her to provide information about the child. Fortunately while on the line with me, the baby stop seizing and then the child started speaking to her mother. It broke my heart hearing his little voice and knowing what he had just gone through. -Elias

The craziest call that I’ve received was a child reporting a Kangaroo in the pool. He didn’t give much detail but I ended up having to dispatch police because I couldn’t reach the property and the boy had stopped responding. I’m sure the police department had a field day with that one! -Shayna

What is your favorite thing about your job?

My favorite part about my job is working with people. As a leader, when the team goes above and beyond their “duties” and everyone displays a sense of ownership towards their job, that makes everything else so much easier. When I’m surrounded by employees who don’t hesitate to pick up a shift or who volunteer to do more, the department basically runs itself. I love it when people are motivated to help improve the current state of the department with ideas that come up daily and then seeing those ideas flourish as others join together. The morale of the department is at its highest and productivity soars above the bare minimum. Everyone enjoys coming to work and people can’t wait to come back from their days off to continue sharing with their colleagues. Helping create and develop that environment is my favorite part of my job. -Elias

My favorite thing about my job is that I get to help people. I feel fulfilled at the end of the day knowing that I might have made a difference in someone’s life. I also like that everyone chips in to help in any situation, something you might not see everywhere else. -Shayna

What is the hardest thing about your job?

The hardest part about my job is also working with people. As a leader, my job is to inspire change and communicate the right expectations and goals. Any miscommunication can be disastrous. Keeping an open door policy and being fair have been key elements to building long lasting relationships in my career. While change always brings stress, making myself available and showing the team that I care about them has kept the team with a positive outlook for the future. -Elias

The hardest thing about my job would have to be the possibility of a fatality. I have a 6 year old son and every time that I hear of a child being trapped in an elevator, or poolside by themselves, I think of my son. I provide the same amount of care in all of the calls that I receive, but calls from children really hit home. -Shayna

After reading this, we hope you have really gotten a good inside look of the kind of people that our EDC operators are. We feel truly privileged to have them as people who represent our company. For more information about our emergency communications services, visit www.kingsiii.com.

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Allie Lewis

Posted on October 7 2016

By Allie Lewis, Content Marketing Specialist Kings III

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