RiverCom dispatcher brings calm to a crisis

What it does: Receives 911 calls made in Chelan and Douglas counties, with the exception of calls along state highways, which go to the State Patrol; dispatches for all local agencies, except state agencies and the Central Washington Interagency Communications Center, which handles wildfire calls.

Of note: Call recordings are kept for 90 days; calls using voice over Internet providers (VOIP) can take up to 12 minutes to reach RiverCom because the call routes through various locations.

The most important piece of information you need to provide: Your location, especially if you're using a cell phone and calling from a large, multi-story complex.

Dispatcher keeps asking questions

Why a dispatcher keeps asking questions and doesn't seem to be passing on the information to law enforcement: Dispatching is done immediately after a crisis call, either by the dispatcher answering the phone or by another dispatcher at RiverCom. That dispatching is done simultaneously, while the initial dispatcher is asking more questions.

What to do if you accidentally call 911: Stay on the line and answer a dispatcher's questions. The dispatcher needs to determine if you have an emergency. If you hang up from a landline and a dispatcher cannot call you back, the dispatcher will send a law enforcement officer to your home. If you hang up a cell phone, the dispatcher will make numerous attempts to call you back.

Language: Must be able to speak English; being able to speak Spanish is good but not a requirement. RiverCom has access to LanguageLine, a business that quickly connects a dispatcher to an expert in one of about 200 languages.

The hub proposal is aimed at saving the state money on telephone costs, she said. The new system would be Internet-based and would use the traditional phone system less.

The job can be stressful

Johnson acknowledged the job can be stressful, but said he likes it much better when the phones are ringing than when it's quiet. He said he has never felt out of control on a call.