Any time, day or night, when anyone in Duval County needs to report a fire or a medical emergency, there’s someone who will answer the telephone and send help within minutes.
That’s the story behind the Jacksonville Fire and Rescue Department Communications Center.
Located at the department’s headquarters along North Julia Street, the center is staffed by trained professionals who know how to talk to those who are having the most traumatic experiences.
“No one calls to tell us they are having a good day,” said Susan Hanner, call center assistant manager.
In 2014, the center received more than 125,000 calls for help: 104,966 emergency medical calls, 14,945 reports of a fire and 5,431 false alarms.
The staff of about 30 works 6-, 10- or 12-hour shifts on either the 6 a.m.-6 p.m. day watch or the 6 p.m.-6 a.m. night watch. Each person’s shift length and schedule changes every two weeks.
“You get used to it,” said Lt. Jackie Carter, call center supervisor.
Hanner said knowing the locations of more than 60 fire stations and the apparatus deployed at each station, as well as the geography of the county and the most commonly used names of neighborhoods, are important aspects of the job.
Other job requirements are being able to type 35 words per minute and pass the general Civil Service examination.
Recruits accepted into the center go through a 12-month probation and training period before they may be certified by the state as a Public Safety Telecommunicator.
Successful candidates also are certified in emergency medical dispatch and CPR.
Hanner said the job is not for everyone. It’s a highly disciplined paramilitary organization and you never know who will call 911 or exactly what assistance they will need.
“Sometimes, people have quit after they took a disturbing call and never wanted to take one again,” Hanner said. “And we can be cursed at, but we have to maintain control and professionalism.”
It’s a demanding job, but the small group and long hours creates its own atmosphere.
“We spend more time here than we do with our families. We have Thanksgiving dinner here and we decorate the center for Christmas,” said Hanner. “It’s our home away from home.”
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