The real first responders: Hoover 911 call center personnel at front line of helping those in need

They handled 213,000 emergency calls in 2014, an average of nearly 4,100 a week or 583 a day.

The City of Hoover’s  911 Communications Center, located at 2020 Valleydale Road, is what Police Capt. Gregg Rector calls “the 24/7 lifeline” that connects 911 callers to city police, fire and other emergency services.

“The job of a 911 operator (telecommunicator) is always challenging and extremely stressful,” he said. “We’re very proud of them and the outstanding work they do each and every day. They are vital to the success of both the police and fire department. With their work being done somewhat behind the scenes, they seldom get the recognition they deserve.”

Hoover police recently recognized the 23 full-time 911 Call Center employees as part of National Public Safety Telecommunicators Week, giving tours of the state-of-the-art facility.

Rector said on nearly every shift, telecommunicators speak with callers who are experiencing perhaps the worst day of their lives. They range from life-threatening situations involving violent crimes to simple calls of a suspicious person in the neighborhood.

Some callers report car accidents, rapes or burglaries. They also receive non-emergency calls that are routed to the proper phone number to free of the 911 line for true emergencies.

Rector said the 911 Communication Center employees must undergo a rigorous 25-week training process, where supervisors and communications training officers prepare them for the unexpected so that they can help callers experiencing stressful situations and get the information critical to pass on to police, fire and emergency personnel.

“They have to use their training, experience and calm demeanor to gather critical information and relay it to the appropriate responders,” Rector said.

Before moving into the new facility in 2008, the old Hoover 911 Communications Center was located at Hoover City Hall, at 100 Municipal Lane. The old center first opened in 1985 and the space had become so crowded that working conditions were less than desirable. The equipment was also outdated and a major facelift was needed.

“Police Chief Nick Derzis and former Fire Chief Tom Bradley recognized the need to upgrade the facility and were instrumental in making the new center a reality,” Rector said. “The mayor and City Council were also receptive to this upgrade and we’re thankful for their support and funding. The new center should adequately serve the needs of our City for many years to come.”

Rector said police are very proud of the facility and “the dedicated employees who staff it every day.”

“On bad weather days, especially snow/ice storms, the Communications Center is especially busy. During a 2 ½ day span during the January 2014 snowstorm, the Center received 6,700 phone calls," he said.

“The call volume generated by the 911 Center is a good barometer for just how busy our city has gotten, and how much the City of Hoover has grown over the years,” he said.

Police Lt. Kenneth Fountain, who oversees daily operations of the Communications Center, said telecommunicators work around the clock every day of the year to ensure citizens and visitors are safe.

“They are the first person spoken to when someone is calling for help, and they often render aid while awaiting the arrival of emergency personnel,” Fountain said. “They are the backbone of the Police and Fire Departments in times of crisis, and the calming voice to the callers. Their efforts absolutely make a difference in people’s daily lives, without any expectations in return.”