Something tells me the phrase “I love you” is not in any of the EMD or EFD type protocols in use in 911 centers around the country. Matthew Whaley said just that to the woman reporting a house on fire in February and he is now Cocke County, Tennessee’s “Dispatcher of the Year”.
In the story above you will see there is a perfectly good explanation. The woman on the other end of the line was Whaley’s wife Laura. She was reporting their home was on fire. Matthew Whaley determined the wife and kids were safe, made sure the call was properly handled and then continued to complete his shift, handling everyone else’s emergency. Find out more in the story above.
Also on STATter911 …
- Helmet-cam raw video: Watch the entire video of the fire with children trapped in Alameda County, California from earlier in the week. – February 10, 2012
- The latest from DC: Battalion chief threatened with demotion over beer in firehouse incident. Plus, ‘DCFD’ removal at Engine 7. – February 20, 2012
- A most unusual EMS response: Woman killed by cannonball fired by husband and friend in Potrero, California. – March 6, 2012
- Raw video: Tour bus for country music singer Lee Brice catches fire outside Toby Keith’s bar in Mesa, Arizona. – January 22, 2012
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I can’t think of a better explanation of “professional.”
Excellent job, true professional. Thank goodness none of the family were injured. He deserves the award and recognition, hopefully they have a fundraising drive going on as we speak for his family.
Cocke County, TN – in the foothills of the Smokey Mountains – is a VERY rural area and a place I dream of retiring to someday. It’s protected by a volunteer fire department and is in all intent and purpose a poor area with limited resources. Famous for moonshine, cocke fighting (hence the name) and ramps (a type of wild onion), it warms my all too hard heart to see this story this morning. This is proof that training works, and nothing beats dedication. Well done dispatcher. Well done. It’s nice to see a positive story on Statter 911, further proving those of us in the emergency services profession aren’t all hot-headed egomaniacs with an axe to grind.
I have been a dispatcher for 26 years, a very good dispatcher. I admire this mans handling of the call. I salute him. I applaud him. The only part I don’t get is, “He finished his shift” Make no mistake about it, FAMILY FIRST-JOB SECOND. Your family needed you more than your job did.
Dispatching, with its stresses and crappy shifts and relatively low pay contributes to marital discord and other family problems. I woulda been outta that chair and probably been the first on scene. (I may not be dispatcher of the year, but I know where my priorities are)
@TinFoil: I thought the fact that he remained until the endof his shift was a bit odd, too. BUT, perhaps due to Cocke County being a small and rural county had something to do with it. Perhaps – I don’t know – just perhaps there was no other dispatcher available to cover for him. I couldn’t have stayed for my shift.
Dave
I would expect that you would have done the same if Hillary called when you were dispatching, you were good
Bert,
How kind of you.If any of us were “good” it is because we had good supervisors and staff operations officer like you who allowed us to use our skills and our minds. Nothing against technology and some wonderful people who do that job today with a much higher call volume, but I think pre-computer there was a challenge involved that made it all that more interesting and kept you on your toes.
I don’t know about hanging around until the end of the shift. It may have been somewhat necessary for Mr. Whaley,depending on the size of the operation. And I think it took a great deal of guts. But somehow I think you wouldn’t have let any us stay and would have made sure we got to our family in a hurry.
Hope you are well.
Statter
I have read the comments, and I personally believe this True professional did exactly the right thing. He handled a 911 Emergency call with excellent calmness and speaking with a reassurring tone. Yes it is always Family first, job second. This is True. However in this particular Incident, being Dispatcher on Duty in a remote Rural area foot hills of the Smokey Mountains, can anyone who commented say with a degree of certainty there was another Dispatcher on Duty with him?
Yes I am quite sure this Dedicated Professional realized what was happening when his wife was the 911 caller. The most important issue at hand, there was no Injuries to his family. He can always rebuild another house. If in fact he was the only Dispatcher on Duty, was anyone else ie; Supervisory Personnel close by who could have initiated a call abck of another colleague and even report to the Dispatch office. This man handled his job duties fully realizing his job isnot an answering service. He without question handled this 911 call
just as I am of the belief he’s learned to handle each caller just the way he would want/expect his family to be Treated. he did just that. Yes probably he shouldhave gone home to his Wife and family. However the fact remains as I previously commented, was there anyone else on duty with him, and/or how close/soon could another Dispatcher have been contacted to report. I also believe this man spoke with his Wife again to ensure she and his Family were fine. The comments abut knowing what Priorities are, was somewhat out of Line and uncalled for.
This man demonstrated how a True Dispatcher handles any 911 emergency call.he knows his job is to serve the Public, including his family. It should be noted what would have occurred if he began an emotional outburst and possibly lost concept of the emergency at hand. He obviously understands his job, and his Family. This man desrves to be Dispatcher of the year. His actions and calmness in his handling of a 911 emergency speaks Volumes about recognizing the utmost importance of having Good Trained Professional Dispatchers.
Thank You
I know Mr. Whaley and his family very well. Yes he did stay til the end of his shift which was only 30 mins left til he got off work. And it is a 20 min drive to his home from his work. His wife and kids drove 20 mins to town to her mothers house. Plus he was the only dispatcher on duty at the time. He knew his wife and kids were just fine and contact her on cell phones the whole time. If he would have left, and if there had been another emergency then Cocke County would have been hurtin.