The number of calls being taken at the Nashville 911 center has increased significantly, and call takers have requested extra hands along with other needed changes at the call center.
When someone in Nashville calls 911, the call is routed straight to a person in the Emergency Communications Center, or ECC, housed in a building built in the early 80s perched above Belmont University.
Each of the calls goes to a real person who will speak with the caller and soon relay the information to first responders.
“We are the vital, vital resource that’s between the citizen and the first responders, which could be fire, police, or medical.” Michele Donegan, director of the ECC, said. “It all starts right here in this center.”
When first responders get the call, it comes from the ECC, and while first responders head to the scene to help those in need, the people behind the desks at the ECC remain on the phone with the caller, getting more information that can help first responders.
“When you’re calling 911, it’s all about seconds. Seconds truly matter.” Donegan explained.
Over the past few years, it’s become more difficult for call takers and dispatchers to serve the people of Nashville, because each year, hundreds of thousands more people are dialing 911.
“Nashville attracts so many people to this great city, we have so many people that work in the Nashville area, live in the Nashville area, and of course, all of the tourists that want to come in and experience our city.” Donegan said.
In 2014, about one million people called into 911 in Nashville, but in 2016, the ECC is expecting more than 1.7 million calls to 911, leading the ECC to ask for more call takers and dispatchers at a Metro budget meeting with the Mayor on Wednesday.
“It’s important that we’re able to staff those phones.” Donegan said.
In addition to the increase in calls, the building the ECC is housed in is also seeing an increase in age.
The building was built in the early 80s, and presents some inconvenient situations for those who work there.
“We have call takers on one floor, and we have dispatch on another.” Donegan explained. “Where realistically it would be much better to have them together.”
Due to that issue, the ECC also requested to have a new $50 million facility built at the budget meeting so call takers and dispatchers can continue to serve and protect the people of Nashville.
