FMPD Roll Call
The Fort Myers Police Department is taking listeners behind the scenes of the agency. Each episode will highlight department initiatives, community partnerships, and the people working to keep our city safe.
FMPD Roll Call
Inside A 911 Communications Center With Fort Myers Dispatchers
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The first responder you meet might never step out of a car. We sit down with Kat and Haley from the Fort Myers Police Department 911 communications center to talk about the work that starts before lights and sirens: being the steady voice on the other end of the line. They walk us through what a shift actually feels like, how a call can jump from routine to life-threatening in seconds, and why dispatchers have to “live in two worlds at once” calm on the outside while planning ahead on the inside.
We also get practical about police dispatch and emergency communications: what runs through a dispatcher’s mind in the first seconds, how training and repetition build composure, and how they block out the noise of a busy room without missing the key details. Kat and Haley share what surprises most people, especially the level of compartmentalization it takes to move from one intense call to the next, and the teamwork happening behind the scenes while units are already en route.
Finally, we talk about what 911 callers can do to help: stay calm, answer the questions, and remember there is a reason for every question. If you have ever wondered what to say when calling 911, or how dispatchers handle chaos during major incidents and fast-moving tips, this conversation gives you a clear view of the process and the people who keep it running. Subscribe to FMPD Roll Call, share this with someone who needs it, and leave a review with one thing you learned from the voice behind the line.
Welcome To FMPD Roll Call
SPEAKER_00Welcome back to FMPD Roll Call. I'm Megan Fuentes, your public information officer. When people think of emergencies, they often picture lights and sirens. But before any of that happens, there's a voice on the other end of the line. Steady, focused, and guiding people through some of the most difficult moments of their lives. Joining me today are two members of our communications center. Thank you both for being here. Roll call begins now. Let's start with introductions. Can you both share a little bit about yourselves and your roles here at the department?
SPEAKER_02Hi, so my name is Kat. I've been at the department for almost two years. Um I was getting a degree in criminal justice at FGCU, and my professor sent me the link. And she said, hey, this is something that you would be really good at if you're interested. So I've just applied, and I think the thing that keeps me motivated here is knowing what I do matters in real time.
SPEAKER_01And what about you, Haley? So my name's Haley. I have been with the Fort Myers Police Department communications for 11 years, a little over 11 years. And I've been a supervisor for the last eight years.
SPEAKER_00So for someone who's never seen inside of a communications center, how would you describe what your shift feels like? Not just what you do, but what it's like in the moment.
SPEAKER_02So I think you can go from a routine call to a non-emergency call to something life-threatening in seconds. I mean, things are just constantly rapidly changing, and there's a lot of multitasking, going with the flow, dealing with things day to day, and it's always changing.
SPEAKER_01I second what Kat says. It's a lot of living in two worlds at once. You have to remain calm, collected, and clear on the outside, but on the inside, you're trying to be one step ahead and plan for the what-ifs and what's next.
SPEAKER_00What goes through your mind in the first few seconds of a call? Because we know when people are calling, it's usually on what could be their worst day of their life.
SPEAKER_02So I think that's a good question. Most of the time I'm just listening and trying to figure out what's happening as quickly as possible. There's a lot of things that could be going on. So figuring out what it is. And I feel like as long as I keep my calmness and composure, it definitely helps the caller get out what they need, where they need it, and we can get help out there.
SPEAKER_01And I think that it's also assessing what kind of urgency or emergency the caller is having, because people have different meanings of what an emergency is. So kind of assessing and reading the caller to see if they're frantic, if they're calm, or like what their demeanor is.
SPEAKER_00The job requires you to stay calm no matter what you're hearing over the phone. How do you keep that composure, especially when a call gets emotional or intense?
Staying Calm Under Pressure
SPEAKER_02So I think a lot of it comes from training and repetition. You get a lot of the same calls mostly every day, day to day, it definitely changes, but repetition keeps it the same. And you learn how to focus on the steps, what information to get. And when the room gets hectic, I think it's important to block it out and just focus on the call you're on.
SPEAKER_01Yeah, I have to agree with all of that. And then definitely experience. The longer you've done this, the more likely you've heard many of the different types of calls. So not a lot really shocks you anymore in a sense. And if there's something that is new or that you maybe haven't worked before, you just have to remember to stay in the moment and focus on what needs to be done. How do you guys block out the noise?
SPEAKER_02It's difficult, but I think you you get used to it very quickly. I mean, even the difference from when I first started, where I heard everything going on and it was a lot, to now it's like, oh, there's a call behind me. So I think it's just time and getting used to the environment because it's definitely not very common to be in small dark room just constantly hearing it all day.
Calls That Stick And Why
SPEAKER_01Yeah. I think that the more you're in there, the more you are able to tune stuff out that doesn't pertain to you per se. And then you hear those keywords or you hear, I mean, something on the radio or something that someone's saying on the phone that kind of catches your attention and brings you back into it.
SPEAKER_00Are there calls that stay with you? Maybe not even the biggest ones, but the ones that you still think about after your shift ends.
SPEAKER_02I do think there are a lot of calls that do stay with you, good and bad, but also a big part of the job is compartmentalizing and focusing on the next person who needs help. So I think, you know, we keep those calls always in the back of our minds, good, the bad, the sad, but continue forward.
SPEAKER_01Yeah, there's there are a lot of calls or addresses or voices that they do stick with you over the years, even if you do try to put them in the back of your mind. But for the most part, I mean just with training and time, you're able to kind of separate the two.
SPEAKER_00And on the flip side, are there moments that remind you why you chose this job, the ones that make everything kind of worth it?
SPEAKER_02Yeah, for sure. I think when I hear the relief in people's voices, when responders get there, it's almost comforting. Or like I like to reassure them and stay on the line until they get there. And a lot of the time that gives people the sense that even though the responders aren't there, I am and I'm not gonna hang up until they get there.
Teamwork Behind The Headsets
SPEAKER_01Yeah, we have a positive impact daily when we're talking to the callers. So I think that helps you to kind of remain calm and be grounded during especially high stress situations, and they are the member of like why we're doing what we're doing.
SPEAKER_00What's something people would be surprised to learn about what you do?
SPEAKER_02I think I spoke about this a little bit earlier, but how well we compartmentalize. I think it takes a lot of emotional control to not personally relate to calls and not carry your feelings into the next, especially when it's called a call back to back. So I think compartmentalization is shocking to a lot of people.
SPEAKER_01I think that's a really good point because it takes a lot of work to get to where you can compartmentalize everything. And then also teamwork. There are a lot of little things that go on behind the scenes that people don't really think of. Like when we're getting one specific 911 call, there's somebody else who's checking the priors and looking up the phone number or looking up the address, or, you know, if we have a medical call, someone stays on the line with that person or they transfer just depending on the situation, but there's a lot of little things going on in the background.
Managing A Major Arrest Scene
SPEAKER_00And I think that that's a great point because it's not all just answering the phone calls 24-7 as well. It's also kind of background checking for officers. And I know like our recent homicide arrest, how was that with the amount of units on the scene yesterday and managing the calls and what everyone was saying?
SPEAKER_01It was super chaotic. There was a lot going on for sure. You know, you have different calls coming in, you have the news that's relaying information, relaying pictures, getting stuff out to the public. And then you have the public who, of course, that they want to help us and they want us to find this guy. So they're calling in saying that they think that they see him, you know, on say, for example, like the south side of the city. And then you have someone else calling saying that they think they see him on the north side of the city. So a lot of running around, a lot of moving pieces to that one particular call, just kind of making sure that we're getting all the information out and everybody's all on the same page with everything.
SPEAKER_00And you both have a lot of experience in this role. How has this job changed you, either personally or professionally?
SPEAKER_02For me, I think this job has taught me a lot about staying calm under pressure, not taking things for granted, which is a big thing I don't think people think about, and definitely perspective. So it gives you a different perspective on life. You could be talking to someone who's having a not so great day, and it really opens your eyes. Like I'm complaining about the little things when there's people calling that are in life or death situations.
What 911 Callers Should Know
SPEAKER_01I agree with that, and that is another that's what I wanted to bring up as well. Just over the years, you are able to deal with the chaos, you're able to remain calm. I think you have a deepened sense of empathy and compassion, and you're more understanding than the average person because you are dealing with people who are calling at their worst moments and on their worst days. When someone calls 911, what do you wish that caller knew?
SPEAKER_02One thing I wish they knew is that we're here to help. It's very beneficial to stay calm, answer the questions. We have to answer ask these questions. They don't delay anything. And I think another thing people forget is that kindness is very important. So remaining kind and remember we're people too. We feel things too. So we're just trying to get the help for you.
Recognition Week And Dispatcher Support
SPEAKER_01Yeah, a lot of the questions, well, every question we ask, there is a reason that we ask it. So I think if the public knew that, you know, while they are calling during a high stress situation, we are getting someone else is getting the officers in route. So they're doing the second part. We're getting the information and someone else is doing the next part. So just staying on the line and answering the questions that we have, I mean, it really makes everything work a lot smoother.
SPEAKER_00What does it mean to have an entire week dedicated to what you do and recognizing your job?
SPEAKER_02It means a lot. We're mostly behind the scenes and it's a reminder what we do matters, even if people don't see it that often. So it's it's important and it means a lot.
SPEAKER_01I it's yeah, the acknowledgement of the role and the acknowledgment acknowledgement of what we do because we are in the background and we are unfortunately sometimes forgotten about because we're not the faces of the department.
SPEAKER_00I think you guys both matter. I'm just saying. Thank you. The faces of the department. I was like, everyone's a face of this department. What are you talking about in the background? Before we wrap up, I want to give you both a moment. What would you say to fellow dispatchers listening right now?
SPEAKER_02I would not have progressed nor succeeded had it not been for my trainers and the friendships I've made here due to all the teamwork that goes on. I just have a lot of appreciation for everyone on my shift, not on my shift, just everybody in communication that has been so helpful to me along the way.
Final Thanks To Dispatchers
SPEAKER_01Yeah, we definitely become a family for sure. And I think that the teamwork, the family aspect of it, we show up for people on their worst days. We're here together working, you know, 12 hours, weekends, holidays, all of those things. And but the one thing that I feel importantly too is like we can't forget about ourselves. We have to make sure that we take care of ourselves and each other at the end of the day.
SPEAKER_00And what would you say to the community, the people that are calling in and are the other end of the line?
SPEAKER_02I would say we're here when you need us. Hopefully you don't, but we're here to get the help you need when you need it.
SPEAKER_01Yeah. Whether it's, you know, a landline, non-emergency call, or whether it's something tragic or horrendous, we're here for you. There will always be somebody on the other end of the line when you call, if you have to call. And it's our job to stay calm, stay with you, and help you through it.
SPEAKER_00To our dispatchers, thank you for your professionalism, your resilience, and for being the steady voice when it matters most. Thank you for listening to FMPD Roll Call.