Part three of a three-part series - |
Karen Ridgway |
The dispatchers who take 911 calls about
crashes on Kansas roadways are the crucial links in emergency responses.
Without them, help wouldn’t arrive in time. How do they do it?
Three dispatchers with Hutchinson-Reno County
Emergency Communications are sharing their stories in the series. This third
article focuses on Karen Ridgway, part-time call taker, previous 911 dispatch
supervisor:
A motorist might suddenly find themselves overturned in a
ditch on an isolated stretch, maybe in the darkness, not sure which highway
they were traveling on, which town they were approaching after they’ve called
911 on their cell phone.
So, Ridgway wants motorists to understand that it’s always
good to have some understanding of the route they’re traveling on. A dispatcher
can use technology to locate a person calling on a cell phone. But the location
application on the phone might be disabled. Once a dispatcher knows the
location, they can immediately send emergency responders.
Dispatchers use a scripted set of questions designed to get
the key information they need. So besides the location, they’re asking for the
person’s name, medical information – and about any injuries. Other questions:
Are you blocking traffic? Because if you are, that can cause another crash. Are
there hazards, like gas spilling from the vehicle? If a semi is involved, what
is the load? Because that can determine if the emergency crew needs to be
prepared for hazardous materials.
If it’s an accident at night that’s not easily visible, the
lone call to 911 might be from the victim. If it’s during the day, 911
dispatchers can get 20 calls all at once on the same accident. Ridgway prefers
that witnesses not assume that someone else has called 911. It’s better to
call.
Should you try to help an injured person? “If you can do so safely,” Ridgway advises.
If the crashed vehicle is in the middle of a highway, she might ask the witness
calling to park their vehicle on the crest of the hill, with flashers on so
approaching motorists can slow down and avoid colliding with the wreckage. She
wants people to stay off the roadway so they don’t become another victim.
Even with their script, dispatchers must be able to
improvise. “No two situations are exactly the same, so you have to have that
critical thinking,” Ridgway said. “There’s a lot of gray.” Factors like weather
can weigh heavily on the dispatcher’s mental calculations. If it’s 10-degree
cold, an injured person in an isolated area also faces the risk of hypothermia.
And human factors weigh in: The dispatcher sometimes
encounters callers who are distraught or angry. There’s a method for handling
that, Ridgway explained: “You don’t raise your anxiety to reach theirs. If
they’re screaming, you don’t yell back. You actually lower your voice.” And it
takes a calm persistence: “I need you to tell me where you’re at,” she might
have to keep asking.
“You say the same words over and over until they listen,”
she explained. “Eventually that repetitive calmness gets to them. They may be
screaming, ‘My husband is trapped! My husband is trapped!’”
“You bring them down to your level … voice and tone.”
Sometimes she might redirect the person away from the thing “that’s got them
terrorized.” She might ask them to stand safely to the side of the road and
wave for help.
“It’s surprising how much anger there is out there on the
road,” Ridgway said. “We have accidents that turn into disturbances.”
Certain things a dispatcher asks will grab the attention of
all the other dispatchers hearing the call. One is: “Can you tell me if they’re
breathing?” And if the answer is no, the other dispatchers immediately
recognize the stakes. “When they hear that, they know it’s a hot call,” Ridgway
said.
Dispatchers get certified in talking people through how to
handle medical emergencies before help arrives. “I personally have delivered
two babies” – over the phone -- by directing someone at the scene on how to do
it, she said. “You have to be able to give the directions.”
A person not breathing is a dire situation. “The minute
they say someone is not breathing, you just tell them – ‘We need to do CPR.’
“If you tell me he’s not breathing, I don’t care what his injuries are.” And
she guides them through what could be the most stressful moments in their
lives. “I’m going to tell you exactly what to do,” Ridgway will tell the
person.
She will direct them to get the patient onto a flat surface
where they can begin CPR. That might require having to drag someone out of a
vehicle onto the grass. The person might argue that they can’t do it, but
Ridgway said that’s when she turns into a “drill sergeant” and firmly prods
them to do what must be done. “And then we walk them through it.”
If a semi driver is unresponsive, slumped over up in the
cab of the truck, she said, he needs to be pulled down onto a spot where he can
be revived. “He’s got to have that CPR, or he’s not going to survive.”
Article written
by Tim Potter, KDOT Public Affairs Managers
Photo courtesy of
Hutchinson-Reno County Emergency Communications