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Answering the call: Local 911 dispatch callers explain their role in emergency response system’ By ALEX MILLER alex.miller@theeagle.com
A multitude of agencies can be involved in emergency response situations, but the first people to answer are always the same: call dispatchers. “We answer the first calls from the public when they have an emergency,” said Kris Fox,
Brazos County 911’s communications manager. “When they dial 911, we answer that.” The Brazos County Emergency Communications District was formed in 1988 and operates a 24/7 communications center for 13 law enforcement and fire agencies in the county. In
September, Fox said the call center averaged 33 calls per hour with a peak of 85. Dispatchers are responsible for things such as answering 911 calls, taking down information and relaying it to first responders. There are protocols to follow based on what the call is about
and dispatchers navigate further communication via multiple screens and radio. Within seconds, Fox said dispatchers can make calls to different units to respond to a situation while still gathering information from a caller. Brazos County
911’s motto is simple: When seconds count. “You have to be ready for anything and everything,” said Jamie Montalbano, a telecommunicator for Brazos County 911. “As soon as you pick up that phone, you’ve got to be prepared and ready for whatever’s going to be on that other
end.” Montalbano, a Bryan-College Station native, said she was in customer service until she felt the call to do more to help local folks. A friend suggested becoming a dispatcher and she pursued the job after doing some research. After being hired in December, Montalbano spent almost six months in training. She’s been on her own as a dispatcher for a few months now. The hardest part of the job, she said, is being able to take down information in a quick and accurate
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manner and then relaying it to those who will be arriving on scene. “We need to know what’s happening, where’s that address, who’s involved, where are you at, what do you need, all that information,” Montalbano said. “Whether it’s going to be scene safety for the officers or whether someone just went into cardiac arrest and we need to jump into life-saving rescue, we need to get all of that information quickly. That’s probably the hardest thing because when people are calling,
especially in highstress situations, it’s really hard sometimes to get that information from people because they don’t realize how important and how crucial their information is to us making sure we get the right response there, making sure we do have enough units going in route.” Training to become a dispatcher takes five to six months. New hires begin with classroombased instruction on policies and procedures while learning to use different systems. From there,
they move to the communications center for hands-on training. Once operating calls fulltime, dispatchers have continuing education courses and must maintain certifications. Halley Challis, Brazos County 911’s training coordinator, said the call center looks to hire people who can multitask well and can type at a certain speed of words per minute in order to handle everything that comes at them during an emergency response call. “Seconds really do count and
emergencies can happen at any moment,” Challis said. “Whether that next phone call you pick up is just somebody asking where they can make a report at or you pick up that phone and somebody’s in a lifeor-death emergency in that moment — somebody stopped breathing, they need to perform CPR, or Heimlich [maneuver] — it really can change in a matter of seconds and you have to be ready. We all know when that phone rings, it could be any emergency or it could be no
emergency at all.” Closure is not always received by dispatchers when they answer calls and pass situations off to other agencies. Fox said, fortunately, dispatchers have good working relationships with other first responders and can often follow up on situations later. Staying calm and focused is an important reminder when taking calls, Montalbano said. She added she leans on other dispatchers for help and focuses on taking things one step at a time while being conscious
about following the proper procedures and processes. After all, Montalbano said, dispatchers are the first line of defense in emergency response situations. “They’re going to be those people that you’ll call and it could be the worst day of your life and we’re going to be the ones on the other side answering that phone call,” Montalbano said. “Without emergency dispatchers, we wouldn’t be able to do nearly as much for people with help or people who are having a life-ordeath situation.”
THANK YOU CSFD, BFD, CSPD, BPD, BCSO, PCT. 1 VFD, DISTRICT 2 VFD, PCT. 3 VFD & PCT. 4 VFD, STATE TROOPERS FOR ALL YOU DO TO KEEP OUR COMMUNITY SAFE
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“I am honored to be leading a progressive, forward-thinking, incredible group of men and women. The Bryan Fire Department is comprised of self-motivated individuals that truly epitomize
Bryan Fire Department
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‘service before self’. Additionally, the support of our City leaders and the residents of the City of Bryan allow us to continue to strive to improve service delivery while holding true to the traditions that make up the Bryan Fire Department.” - Fire Chief Richard Giusti
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District 2 Volunteer Fire Department
district 2 Vfd is proud to have had the distinct honor of protecting and serving the citizens of Northeast brazos county since 1977. Our district is served by 25 dedicated volunteers from a variety of backgrounds and 10 duty crew personnel manning the stations. these personnel respond to calls for service day and night, sacrificing their safety and time with family and friends in the service of the community. while serving a district of over 120 square miles these men and women constantly outperform the standards given to them, in an effort to see their community thrive and grow. they consistently take the initiative to seek out opportunities to serve and educate our community groups and youth while developing partnerships and programs to create a better quality of life for their friends and neighbors. thank you for making me proud to put on the shirt every day, stand beside you, and represent your organization and its values… Do More, Be More, Serve More. – Joe boyd, fire chief
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cOllege stAtiOn Fire DePArtMent
From the office of the college station Fire chief Richard Mann
The members of the College Station Fire Department are honored and humbled by the overwhelming support we receive from our community. Firefighters are ordinary people who train and prepare for extraordinary emergencies. Firefighters respond
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with an inherent sense of duty that often transcends explanation. The smiles, encouragement, and thank-yous we receive from our community are greatly appreciated. The College Station Fire Department is here to serve our community with the utmost skill
and professionalism. We respond to the needs of our community, whether they be for fire, EMS, hazardous materials, or natural disasters. We are always open for business, 24 hours a day, 365 days a year. We respond during pandemics and through days of sub-
freezing temperatures. You’ll see us serving the community at Aggie football games, high-school games, Special Olympics, and at your neighborhood community events. We strive to prevent injury and loss through annual visits to every elementary school in
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College Station. We recognize that the true first responder to any emergency is the citizen who dials 9-1-1 . For more information on preparing yourself for emergencies, visit our website and follow us on social media @ CSTXfire. We offer fire extinguisher training,
bystander CPR, Stopthe-Bleed, and other lifesafety programs upon request. We are YOUR fire department, and we are here for YOU. Thank you for your support. Richard Mann, Fire Chief, College Station Fire Department
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to the staff of brazos county 9-1-1,
thANK yOu for the work you do! you have worked diligently, day and night, over the past year to assist the citizens of brazos county and support our local first responders. we are very lucky to have such a talented and dedicated staff to call upon in our times of need. thanks again for your continued service and commitment to our community. patrick corley executive director brazos county 9-1-1 district
TOP AMINISTRATIVE STAFF: Front L-R: Ray, Patrick, Laura, Kris Back L-R: Chris, Ashley, Halley, Michael, David MIDDLE LEFT DAY TEAM 1: Front L-R: Brandy, Jason, Jamie Back L-R: John, Kathleen, Jonathan, Sam, Anthony Not Pictured: Veronica and Kristen MIDDLE RIGHT DAY TEAM 2: Front L-R: Stephanie, Maria, Brandy Back L-R: Derrick, Joy, Melissa, Derek, Lee, Logan BOTTOM LEFT NIGHT TEAM 1: L-R: Zach, Darian, Laura, Katie Not Pictured: Pam, Cathy, Bea, Sara BOTTOM RIGHT NIGHT TEAM 2: Front L-R: Keola, Morgan, Carson, Brittany Back L-R: Austin, Monique, Angela, Tyler Not Pictured: Wally, Alexis T H E B R YA N - C O L L E G E S TAT I O N E A G L E
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The Outstanding Members of the Texas A&M University Police Department I want to thank the members of the Texas A&M University Police Department for their selfless service to the Texas A&M community. I appreciate your dedication and I am honored to serve alongside such an outstanding group. Each of you are valued and appreciated. I am thankful for all you do. - Sincerely, Chief J. Mike Johnson
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Brazos county Precinct 4 VFD Brazos County Precinct 4 VFD currently has 19 members serving the citizens in their district. Precinct 4 VFD is lead by Fire Chief Joe Don Warren. Chief Warren is very proud of the men and women that give their time to serve the citizens and visitors of Precinct 4. Precinct 4 VFD meets every Tuesday night at Station One at 3098 Fazzino Lane. We train on firefighting operations, vehicle extrication, Hazardous Materials operations, EMS, building construction, water supplies, emergency driving, and community relations. Precinct 4 VFD is made up from a diverse group of men and women from the Bryan, College Station and Texas A&M University area. Each member brings their unique skillset to the department which we all benefit from. Assistant Fire Chief Chris Ford. Chief Ford is a Sanitation Route Supervisor for the City of College Station. He brings his experience from the city on supervisory and leadership skills to the department and is very respected by all members of the department and surrounding fire departments. Chief Ford helps in
developing the members of precinct 4 to be better firefighters. Chris is known for his contagious smile. Captain Henry Speer. Captain Speer is a supervisor at Sanderson Farms in Bryan. Captain Speer shares his leadership skills with all members of Precinct 4 and is very respected by all members of the department and surrounding departments. Captain Speer lives at Fire Station 2 on West OSR and maintains the station and equipment assigned to him. Captain Speer served as the Interim Fire Chief in 2019. Lieutenant Joe Dannenbaum. Lt. Dannenbaum works at Texas A&M University in the Health and Kinesiology Department as an Instructional Associate Professor. Lt. Dannenbaum is the Training Coordinator for Precinct 4 VFD. Lieutenant Dannenbaum holds numerous certifications from the Texas Commission on Fire Protection and the State Firemen’s and Fire Marshals Association. He also served as the Interim Fire Chief in 2019. Firefighter Andrew Pool. Andrew is a student at Texas A&M University. Andrew is
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majoring in Industrial Engineering. Andrew has been with Precinct 4 VFD since June of 2019 and has obtained many certifications from the State Firemen’s and Fire Marshals Association, TEXAS EMS First Responder and is a Wildland Firefighter. Andrew lives at Station One on Fazzino Lane and takes care of the station, trucks, and all the equipment that is located there. Andrew applies his engineering skills to real world applications. Firefighter Colton Wiseman. Colton has been with the department since November 2019. Colton is a firefighter with the City of Bryan Fire Department and has just completed his Paramedic certification. Colton is one of our top responders and uses his professional knowledge and skills to help train new members. Colton spends time off duty with Precinct 4. Firefighter Bryan Mena. Bryan has been with the department since November 2019. Bryan is a Firefighter with the City of Bryan Fire Department. Bryan lived at station three on Raymond Stotzer and took care of the equipment and the station. When Bryan moved into station three, he took it up on himself to clean the station and reorganize the trucks to make them more efficient to use. Bryan is currently working on his paramedic certification and is one of our top responders for precinct
4.
Firefighter Daniel Schnoor. Daniel has been with the department since May 2021. Daniel is from Alberta, Canada. Daniel attend the TEEX Firefighter and EMT school in 2021 and received his TCFP Certification and Texas DSHS EMT certification. Daniel currently lives at Station Three on Raymond Stotzer Parkway and is one of our top responders. Daniel is responsible for the station and equipment that is located there. Daniel is working to become a full-time firefighter in Texas. Firefighter Riley Richter. Riley has been with the department since May of 2020. Riley is currently enrolled at Texas A&M in the School of Nursing. Riley spends his spare time at Precinct 4 running medical calls and other related emergencies. Riley will graduate this December with his BA in Nursing and will be going into the Navy; he will be stationed at Fort Belvoir in Virginia. Firefighter Joseph Griffin. Joe joined the department in March of 2020 as a Junior Firefighter. When Joe turned 18, he became a firefighter with Precinct 4. Joe has worked to get his FF-1 certification and Basic Wildland certification. Joe is currently attending Texas A&M University and is majoring in Agricultural Systems Management. Firefighter Kayla Gasper. Kayla joined
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the department in August of 2020. Kayla works for the City of Bryan as an Animal Control Officer. Kayla has worked to complete her training for Firefighter 1 and 2 and is waiting to take the tests for her certifications. Kayla has completed her Basic Wildland Certification. Kayla makes all of training nights and is top hand. Firefighter Zachary Crouch, Zachary joined the department in June of 2020. Zachary has completed his training for Firefighter 1 and 2 and is waiting to take his state test. Zachary has completed his Wildland Certification. Zachary owns his own freight company in College Station. Firefighter Nichols Brown. Nick joined the department in October of 2020. Nick is a Jailer for Brazos County Jail. Nick is certified as a SFFMA Firefighter 1 and 2. Nick spends his spare time at precinct 4. Firefighter Lauren Winters. Lauren joined the department in 2019. Lauren is working on her firefighter certification and has completed her Wildland Certification. Lauren is a Leasing Agent at the Pearl Apartments. Firefighter Devin Jiang. Devin has been with the department since March of 2021. Devin is working on his fire training and has completed his Wildland Certification. Hector Garcia. Hector is a student at Texas A&M University. Hector just joined the department on
October 5, 2020. Hector is working to complete his training so that he can serve the citizens of Precinct 4. Enrique Amador. Enrique joined the department on October 5, 2021. Enrique works for American Lumber in Bryan. Enquire is working to complete his training so that he can serve the citizens of Precinct 4. Paramedics Karla Huggins and Mackenzie Mixon joined the department in August 2021. Mackenzie and Karla serve as medics and make calls when they can. Precinct 4 has responded to 582 calls for the year. Over 80 percent of these calls are for medical emergencies. Precinct 4 responds with at least two to three firefighters for each medical emergency. Also, I need to recognize our ESD Commissioners for Precinct 4. President Steve Godby. Secretary Sherry Waldrum, Treasure Dina Nutall, and Jill Jones. Each member is dedicated to supporting the Precinct 4 Fire Department. I am very proud to have these individuals looking out for our safety for the fire department and the citizens of Brazos County Precinct 4 ESD. If you are interested in being a member of Brazos County Precinct 4 VFD, please visit our website at precinct4. com. Joe Don Warren Fire Chief Brazos County Precinct 4 VFD
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St. Joseph EMS Employees
St.Joseph EMS At every turn throughout this year, you all have stepped up. This year has been demanding, a lot has been asked of you..and yet you stay eager. These fleeting moments of chaos from the challenges of COVID-19 have instead been flooded with compassion, progress, and hard work. Thanks to each of you, we have come together, and come out stronger. - Billy Rice, St.Joseph EMS Market Director
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Abbott, Matthew Allen, Spencer Anderson, Scott Aramburu, Michael Arrants, Parker Barth, Zeb Bass, Jessica Batson, Carrie Baumgartner, Lora Bender, Ashley Blake, Sabrina Bleeker, Chris Blevins, Josie Booth, Jordan Bott, Hanna Boyle, Joseph Brown, Dustin Bryan, Hope Bryan, Matthew Burns, Bob Burroughs, Robert Bush, Chloe Buzzard, Aaron Caesar, Jon Campbell, Alexandra Campbell, Sissy Clark, Ryan Collins, Nathan Corbin, Benjamin Cottrell, Clint Cuevas, Aurelio Curtis, Harrison Davenport, Chakira Deboard, Christopher Deboard, Kelly Dellinges, Chris Dillard, Ashley Drake, Christina Duke, Kelsi Easley, Amanda Farmer, Kristin Ford, Edsel Gallagher, Adam Galvan, Nayali Garcia, Carlos Gerfers, Jared Giacomelli, Callie Gill, Diana Goff, Tim Gutierrez, Frank
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Guyton, Tiffany Haney, Cody Hans, Sara Hardy, Devan Harlow, Flalinda Hawkins, Ryan Hayes, Sierra Hibbard, Keith Hicks, Joseph Hightower, Christopher Hill, Blake Hisaw, Casey Hollister, James Hronek, Levi Hyatt, Justin Jakubik, Jeff Jeffries, Cassandra Jones, Chase Keefauver, Jeff Kemper, Nick Kendrick, Melissa Kenjura, Darreck Kimble, Ryan Kimble, Shelby Kirkpatrick, Gene Kornman, Rawley Krammer, Erin Lagrone, Lori Laningham, Michael Long, Jacob Long, Jolene Longoria, Tommy Loop, Michelle Lopez, Adam Luttrell, Christina Lyle, Christina MacKenzie, Jason Magee, Misty Martinez, Brenda Martinez-Arias, Manuel Matthews, Johnette Mclaughlin, Teresa Menissy, Saeed Miller, Marco Mindlin, Greg Minor, Hailey Mitchell, Bo Moore, Joshua Moore, Justin Moore, Matt
Moreno, Lauren Morgan, Rachel Morris, Nathan Munsel, Bobbie Newsom, Kristin Owens, Bradley Patterson, Andrew Perlitz, Anthony Perry, Marci Peterson, Anthony Phillips, Chad Phillips, Josh Remschel, Hart Rice, Billy Richard, Jennifer Richardson, Michael Riojas, Natalie Robins, Karen Rodriguez, Eddie Rogers, Kyle Rondao, Natasha Sennett, Chad Sheffield, Chris Sherwood, Hallie Sherwood, James Shimerka, Steven Smith, Julie Smith, Lisa Smith, Thomas Stackhouse, Denise Stamps, Phillip Stephenson, Stan Sumner, Kirk Taylor, Nate Terry, Jessie Tew, Joshua Valadez, Antonio Valdez, Timothy Varner, Matt Vega, Nash Von Gonten, Steve Waszak, Kathryn Weihausen, Kelsey Welch, Beverly White, David Wilkins, Sara Williams, Erica Young, Celenda Zwernemann, Grace
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College Station Police Department continued on page 13
Thank you First Responders for your dedication and service. 1 2 O c t o b e r 2 7, 2 0 2 1
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To the men and women of the College Station Police Department, as your Chief of Police, I am honored to serve alongside you. Through the most challenging of times, I have witnessed you strive for excellence in all you do. Our community is made safe through your sacrifice, commitment, and dedicated performance. I am grateful for your service and proud to be your Chief. Billy Couch Police Chief College Station Police Department
From Our Hearts to Yours…
THANK YOU First Responders.
You go above and beyond in your dedication, professionalism and service to others.
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BRAZOS COUNTY
SHERIFF’S OFFICE
The past year and a half has been challenging for our country. The pandemic, social issues, and other critical events have been especially challenging for first responders in our community. Our health care workers, fire 1 4 O c t o b e r 2 7, 2 0 2 1
fighters, peace officers, and correctional officers have experienced extraordinary stress as a result of the demand to work longer hours under difficult conditions and with ever-changing protocols to perform their duties
as government guidance evolved. As we begin to recover, let’s remember the role these men and women played in keeping us healthy, safe, and secure. Thank you to our first responders
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for your selfless service, creativity, and dedication to our community. Now, more than ever, we are reminded how important you are to our community. – Sheriff Wayne Dicky T H E B R YA N - C O L L E G E S TAT I O N E A G L E
“Every day, the men and women of the Bryan Police Department impress me with their caring, professionalism, and dedication. I am constantly reminded how hard they work to provide quality policing to our supportive community. I am very proud of the work they do and I consider it a high honor to lead them.” – Chief Eric Buske
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