GREENSBORO, N.C. — As many people began to work remotely due to the pandemic, 911 dispatchers have reported to work in-person the entire time.

What You Need To Know

  • Emergency 911 dispatchers have worked in-person throughout the entire COVID-19 pandemic

  • Dispatchers must ask more detailed questions to keep first responders safe amidst the pandemic

  • They stress no one should be afraid or embassed about calling if they need help

Justin Jones is one of them. He worked for UNCG and toured the command center in Guilford County. From that moment, he knew he wanted to work as a 911 dispatcher.

"The years of my work life has been service-oriented and helping people so I knew I would be a great fit to the 911 community," Jones said.

Jones has worked as a master telecommunicator for years. 

However, the pandemic has changed the way he works. Telecomunicators are required to ask more questions on their calls, and sometimes to the dismay of those in distress.

"When someone is in distress, it can make them frustrated because we're asking them all these questions but those questions are very vital because it's for the responders' safety when they're out there responding to these calls," Jones explained.

The job changed Jones long before the pandemic. It has been an eye-opening career.

"You really see how many problems there really are in the world, how many sick people there are, the realization of the crime that takes place in a city, so it does heighten your awareness," he said.

While Jones said he knows his work is important, he does not look for recognition. He said all he asks is the public is not afraid to call when they need help.

"We don't ever want you to feel embarrassed, ashamed, or afraid for the reason why you're calling. We just want you to know that we are here for you and if you need us, call us, and we will do the best we can to get you the help you need," he said.