Training, intuition critical at 911 dispatch center

A 911 call is circulating social media, because it could have been mistaken for a prank call. And Colorado Springs dispatch has gotten similar calls.

On Reddit, a 911 dispatcher posted his most memorable call. It was of a woman who called to order pizza. The dispatcher asked multiple times whether she knew she was calling 911. The woman answered yes and continued talking about pizza. The dispatcher realized the woman was a victim of domestic violence and wasn’t able to speak freely because her abuser was there, and sent help.

Colorado Springs dispatch said there have been similar calls to the center. In one instance, a woman called and pretended to be speaking with her mom. The call taker immediately caught on.

“You have to listen to background noises, you have to listen to cues, changes in their tone, pick up on things that indicate that people can’t speak,” public safety and communications manager Renee Henshaw said.

Henshaw said the call takers must have intuition, and after more time at the center, they develop a gut feeling to know when something isn’t right. That’s when they change their questions to yes or no questions.

Doris Rivera-Black, a domestic violence survivor said it takes a lot of courage and strength for victims to reach out for help.

“It could be very dangerous for them if they pick up the phone and call 911,” she said. “If the abuser finds out they’re calling 911, that could potentially be the end of their lives.”

But Rivera-Black said there is hope.

“If you have that mindset, that survival mindset, then it’s a very good chance you’re going to survive that situation,” she said.

If you are suffering from domestic violence. TESSA can help. You can call the crisis line at (719) 633-3819.