They are a lifeline for police and fire departments, but they don't always get the recognition they deserve.
They may not be on the front line in an emergency but they’re the first to answer a call for help.
Chemung County has 21 full time first responders in the E-911 center. Those 21 lifesavers get around 195,000 calls per year.
“The 911 communication operator is actually the first, the very first link in the chain of first response,” said Fire and Emergency Management Director Mark Cicora.
They handle 21 fire departments and six law agencies.
“It’s Elmira PD, the Chemung County Sheriff’s office, Elmira Heights PD, Horseheads PD, West Elmira PD, and the New York State Police,” said Cicora.
“They initiate just about all the calls that we go on for calls for service. They obtain all the vital information, who, what, when, where sometimes the how,” said Elmira Police Department’s Public Information Officer.
Hillman calls them the department's lifeblood. Many times they take control of a situation even before officers arrive.
“Their ability to sometimes de-escalate a situation is of course important and it’s for everybody’s safety. Especially you know for our officers getting there and being appropriately prepared for the call,” said Hillman.
With 30 years of experience, Dispatcher Bud Baldwin has seen it all. He knows exactly what to do when he answers a call.
“A lot of the times we’ll stay on the phone with the caller. And in progress call until they get there to keep them updated you know by the second to what’s going on at the call,” said Baldwin.
“If they’ve got some kind of background history or mental health problem that stuff can be relayed to the officers,” said Hillman.
And for someone who might be caught in an emergency, Baldwin has a recommendation.
“It’s important to remain calm so the dispatcher can gather all the information,” said Baldwin.
They may not be seen but they’re certainly an important part of the first responder family. Chemung County's E-911 Communication System began service back in 1993