Beyond the Voice: 911 Dispatchers are the Backbone of Public Safety

Written by Tara Milardo, Vice President, Total Response

I first encountered the world of 911 emergency response long before I began my role here at Total Response (formerly known as PowerPhone). Two intense 911 calls, coupled with a tragic loss in my own family, opened my eyes to just how crucial it is to have confident and well-trained call takers on the other end of the line. 

These experiences deeply impacted me and underscored the vital role that skilled emergency dispatchers play in navigating critical moments and saving lives. 

When I joined the Total Response team fourteen years ago, I found myself on the other side of the 911 calls my own family had to make. Visiting PSAPs and learning about the process, protocols and the tools used was eye-opening. I saw people under tremendous pressure, calmly guiding callers toward safety solely with their ears, skills, and intuition. They are the first voice a caller hears and key decision-makers- determining the situation and what exactly is needed to send that caller support.

The role of a 911 telecommunicator is far more than simply picking up the phone. As the unsung heroes of emergency response, they’re the calm voices in moments of chaos, the steady guides when everything feels uncertain. But for too long, their critical role has been misunderstood and undervalued, often reduced to the label of “operator.” This couldn’t be further from the truth.

In the 1980s, Total Response took a bold step forward by launching a campaign to call attention to the critical, yet often overlooked, work that 911 call takers do every day. Our founder, Phil Salafia, a former Connecticut state trooper, knew then, as we know now, that these professionals are not just dispatchers, and they are certainly not just answering phones. He saw that 911 dispatchers are incredibly skilled at multitasking, listening, and collecting vital information and exceptional decision-makers in a time of crisis.

The Campaign for Recognition

The campaign aimed to shift public perception to elevate the role of the telecommunicator from an “operator” to a vital member of the emergency response team. This was more than just a marketing effort—it was a movement to change the narrative around what it means to be a 911 telecommunicator.

Then, to provide more support, Salafia and his team created the very first police and fire protocols and pre-arrival Instructions which evolved over time into one software program that unified EMD, police, and fire protocols.

The role of the telecommunicator, then and now, deserves the utmost respect and recognition. Most importantly, telecommunicators deserve the resources and support to continue to help callers through what are often the worst moments of their lives.

Advocating for National Recognition as First Responders

One of the key issues we have long championed is the national recognition of 911 call takers as first responders. We believe that these professionals, who are often the first point of contact in an emergency, deserve to be recognized alongside police, fire, and EMS personnel. Their role is no less vital, and the pressures they face are immense. Recognizing 911 telecommunicators as first responders would not only elevate their status but also make them eligible for the same benefits and resources that other first responders receive. 

Our partnership with 911der Women further strengthens this effort, as we join forces to ensure that telecommunicators receive the support they need and deserve.

Continuing the Mission with 911der Women

Our organization’s legacy to amplify this critical role and empower 911 dispatchers lives on. Our dedication to this cause is stronger than ever. Today, we are proud to partner with 911der Women to continue this critical work. We have a shared mission to work tirelessly to empower women in public safety and ensure their voices are heard. 

Together, we are advocating for the recognition, support, and empowerment of all telecommunicators, with a special focus on the women who serve in this vital role.

Our partnership with 911der Women is a natural extension of our mission. We are united in our commitment to ensuring that telecommunicators are not just seen as operators, but as the lifesavers, heroes, and essential members of our communities that they truly are. By working together, we can continue to drive change, raise awareness, and ensure that the critical work of 911 professionals is recognized, celebrated, and supported.

A Shared Mission for the Future

We’re committed to ensuring that every telecommunicator, especially the women who often face unique challenges in this field, receives the recognition, tools, and support they deserve. We believe that by supporting each other, we can continue to empower the heroes behind every 911 call and ensure that their work is never underestimated or overlooked.

I am proud to be part of an organization that has always been, and will always be, about more than just technology. It’s about people. It’s about empowering those who are there when it matters most. And it’s about recognizing that 911 telecommunicators are not just operators—they are lifesavers, the conductors of chaos, and the heartbeat of our emergency response system.

Tara Milardo

VP, Business Development

Total Response

Thank you, Tara for sharing your experience with us. If you are interested in writing a blog, please email amanda@911derwomen.com. Sign up for our newsletter on our homepage to stay up to date with 911der Women programming, exclusive content and blog updates. Click here and scroll to the bottom.