It’s not the first thing noticed when entering the Weld County Regional Communications Center (WCRCC). In fact, if you don’t
know where to look, you may miss it altogether. However, to the men and women who work to ensure when someone calls 911 help will be there, the plaque hanging up in the back of the center symbolizes one thing: Excellence.
It’s not a claim many in the public safety communications world can make. As of 2021, of the 3,600 communication centers world-
wide, only about 300 could call themselves an Accredited Center of Excellence (ACE) by the International Academies of Emergency
Dispatch (IAED). Adding to the rarity, in September, the WCRCC earned reaccreditation as an ACE for the third time since 2013 and is one of 140 public safety agencies in the U.S. — and the 180th center worldwide — to currently hold the distinction. The continued recognition is certainly commendable, but it’s not that alone that makes the WCRCC unique and one of the best in the nation.
The outside of the Weld County Regional Communications Center. That comes from the commitment of those who staff the WCRCC
24/7/365 as well as the passion and pride they feel in being able to serve the public when they need it most.
“When our citizens call 911, they put an incredible amount of trust in someone they don’t know,” said Laurie Pfeiler, Emergency Medical Dispatch and Quality Improvement Manager of the WCRCC. “To me, that’s a sacred trust, and we honor that through excellence and by providing the highest quality service.”
This belief is what’s allowed her to continually advance in various aspects of public safety communications and what she and her team hope to impart when training dispatchers when they first join Weld County’s Department of Public Safety Communications. The critical role dispatchers hold is important to remember as the high-stress atmosphere of answering 911 calls is a different challenge than most have faced at other jobs.
“Training prepares them in many ways,” Pfeiler said, explaining a major focus is helping a new dispatcher overcome moments of indecisiveness and panic to control their emotional response and provide help to a caller. “We all have that natural fight,
flight or freeze reaction, but we work to help dispatchers build confidence in their skills so when they hear certain things happen on the phone or radio, it immediately triggers that training to kick in.”
With such a commitment required of new dispatchers to learn new skills and be trained in four phases of public safety communications — a total of 640 console training hours is required — it may be hard to understand what motivates someone to
not only complete training but also excel in a career as the first, first responder in many emergencies.
Tina Powell, Director of Weld County’s Public Safety Communications, said the opportunity to help people and see and experience
personal growth makes the role of a dispatcher uniquely satisfying. “It’s a really cool journey,” Powell said, smiling while thinking back to the beginning of her time as a new dispatcher after she first joined Weld County Public Safety Communications. “You start off questioning everything you do because you want to do well. Then you have a few calls that go really well. You keep learning, and you get to this point, about a year in, where you’re like, ‘I rocked that. I did everything I could possibly do to help that person.’”
There’s also a level of excitement knowing that every situation will be different. “I don’t think I’ve taken two calls that have been the same,” said Weld County Dispatcher Hannah Mayne, explaining that answering 911 calls and facilitating emergency response provides her with a different level of fulfillment compared to other jobs she’s held. “I love taking administrative and 911 calls and being a voice for the caller. It feels like I’m able to serve as an advocate by helping them.”
There’s also a teamwork mentality that provides a camaraderie and level of encouragement for those who’ve taken a tough call or who need help improving their self-confidence. As a dispatcher and trainer, Michelle Jones gets to help with that development. “I get to see the ‘lightbulb’ go off in a dispatcher’s head or the excitement of them running a dispatch channel for the first time,” she said. “I get to see how proud they are of themselves, and that success makes me proud.”
Being accredited as an ACE by the IAED signifies excellence in medical dispatching and customer service and that the WCRCC has met the academy’s 20 points accreditation regarding the WCRCC’s quality assurance standards. It’s a recognition that brings Powell immense pride, although she knows the true positive impact of the WCRCC is best shown through service to the public.
“They have an amazing duty to serve,” Powell said of the staff in the WCRCC. “They have a desire to care for people, do the right thing and be that calm voice to callers in a very chaotic world.” Article by Baker Geist, Weld County Communications Specialist