Military 911: RDC is who you call

De Laura said that it can be difficult to maintain calm, because one could imagine themselves in the caller’s situation. She said it is important to remember that she is the one holding the lifeline, instead of the other way around. By showing empathy, she is able to maintain her calm and help the caller realize that there is help coming.

RDC dispatchers handle emergency phone calls for military installations on Oahu and for Pacific Missile Range Facility on Kauai. When looking for new recruits, the RDC provides training and looks for a particular type of person.

“The qualifications that we look for in a dispatcher is someone who is able to multitask and listen to multiple different things going on at the same time,” said Kipu. “We need someone who is accurate in their typing, is a good communicator and is able to maintain their composure under stressful conditions.”

The RDC provides seven weeks of classroom training that is followed by eight additional weeks of on-the-job training. This training provides them with the basic knowledge to fill their critical position.

Each emergency call presents a unique opportunity and can be stressful for a dispatcher. Working through that call can be difficult, but it can be rewarding.

“One of the aspects I find very rewarding is when a caller thanks you at the end of a call,” said De Laura. “They’re hysterical initially, and they start to realize that you really are trying to help them. They get very grateful, and they say thank you.”