&Bull; Name: Janie Stewart
&Bull; Job: Lead dispatcher, Homer Police Department
&Bull; Experience: Stewart grew up south of Boston and has been in Homer since 1985. She worked in preschool and daycare and at South Peninsula Hospital and Homer Medical Clinic. A dispatcher for six years, Stewart was promoted to head dispatcher last April.
&Bull; Main duties: Dispatchers answer and direct all calls that come to the police department regular phone number, and any 911 calls transferred by the Soldotna emergency dispatchers to Homer for police and Homer Volunteer Fire Department services. Stewart supervises six other dispatchers and works as a dispatcher as needed.
&Bull; Other duties: Because there are no female police or jail officers, dispatchers frisk female prisoners. They also help jail officers monitor prisoners, such as for a suicide watch.
“There’s really a lot more to this position than just on the surface,” she said.
&Bull; Work schedule: Stewart works 7 a.m.-5 p.m. Monday-Thursday. Dispatchers are on duty 24 hours a day, seven days a week, and work day, swing or night shifts of 12 hours a day, three days on, four days off, or four days on, three days off. If a holiday happens during their regular work schedule, dispatchers work that day, with overtime pay. Stewart has Christmas off but will work New Year’s Day.
“It’s how the days fall. We can’t have someone not here.”
Dispatchers usually stay with a shift for a while so they don’t have to constantly readjust their sleep schedules.
“Night shift is a whole ‘nother and special kind of consideration. … Different kinds of things happen at different times of the day, but not always. You can still get a DUI at noon. You can get a domestic dispute with injuries (at noon).”
&Bull; Pay range: Starting pay is $16 an hour and goes up to about $23 an hour. The noon-midnight swing shift pays 2 percent above the regular wage, and the night or 7 p.m.-7 a.m. shift pays 4 percent above.
&Bull; The job in a nutshell: Dispatchers get information from callers — and do so calmly — to help police, EMTs or firefighters respond to an emergency. Small town dispatchers don’t get as many kinds of calls as larger cities.
“We don’t have their repetitive things, but it doesn’t mean they don’t happen in Homer. … (Dispatchers) still have to be on top of their game to provide the assistance needed just as well as someone who deals with those events everyday.”
&Bull; Special job requirements: “The multi-tasking is huge. … I have a multi-level awareness of things that are going on — it’s all important. It’s all happening right now.”
Dispatchers have to maintain strict confidentiality.
“We’re privy to a lot of sensitive info. … It’s very, very important that confidentially be observed at all times. … I’ve had people talking to me in the store (about a case) and I say ‘You can’t be talking to me.’”
&Bull; Hardest part of the job: “Overall, it is a demanding job. … You’re not always appreciated. … People know that going in, or they find it out.”
Sometimes dispatchers get verbally abused, usually by a caller under the influence of alcohol or drugs.
“The expectation is that the dispatcher will put up with that kind of abuse if that person is in danger or needs assistance, even if they’re not helping themselves or their situation.”
&Bull; Worst part of the job: Someone dying.
“Even though you’ve done everything you can. … Children passing away. That’s really hard.
“The other thing that’s hard is we get the first part of it and we don’t get the result. …. We don’t get resolution.
“Suicides are also very difficult. That kind of stuff doesn’t always come into mental health. Lots of time we’re the first responders.”
&Bull; Best part of the job: “We are helping people. We are dong a good thing. It’s not all negative. … There’s a lot of good people, and when they need help and we can help them within the scope of our ability to do so, that’s good.
“Hearing the relief in parent’s voice when a child isn’t breathing and (starts) breathing — that’s a good thing.
“It’s nice to have them say thanks. That’s great. That’s very good.”
&Bull; Dealing with job stress: Dispatchers can get stress debriefing, or talk to the department psychologist. “Ideally that happens, but sometimes it doesn’t. … Usually you don’t have time for that. If you’re here by yourself, you have to keep going.
“I encourage them (dispatchers) to talk about it. Certainly if more was needed, the city or department would make sure something else happens.”
Dispatchers can use the department exercise room, and are encouraged to do so on breaks.
“We have a good crew and they care about their job. They want to do a good job for people. … It is a job you need to care about.”
Michael Armstrong can be reached at michael.armstrong@homernews.com.
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