Last Updated on March 7, 2025 by Brenda

Have you ever stopped to think about what happens when you dial 911? Most of us only interact with dispatchers during stressful and chaotic situations in our lives.  Their role is crucial in ensuring public safety and coordinating emergency response.  During our recent episode of Health IQ, we had the pleasure of speaking with Jamie Luaders a seasoned dispatcher and director of the Tucumcari-Quay Regional Emergency Communications Center. We learned about the multifaceted nature of dispatch work, the challenges they face, and the importance of public awareness.

Dispatchers are the first point of contact in an emergency, acting as a lifeline for both the public and first responders. They gather critical information, assess the situation, and dispatch the appropriate resources – all while remaining calm and collected under pressure. Dispatchers are trained to handle a wide range of emergencies, from medical crises and fires to accidents and criminal activity.  The state runs an academy that dispatchers attend an must pass to keep their jobs.  They also have continuing training run by a variety of organizations.

The Tucumcari-Quay Regional Emergency Communications Center serves a vast area, encompassing all of Quay and Harding counties, as well as portions of Union and San Miguel counties. This means that dispatchers must be familiar with a complex network of agencies, including rural fire departments, EMS providers, and law enforcement agencies. Jamie highlighted the importance of ongoing training and local knowledge to ensure accurate and efficient dispatching.

While technology has greatly enhanced emergency response, dispatchers still face numerous challenges. The rural address system is very import for providing accurate address information, especially in rural areas where landmarks and informal road names may be common.  Knowing your address can be helpful.  Technology is getting better at using that address to direct help to the situation.

There is also a need for patience and understanding from callers, as dispatchers must gather all necessary information to ensure responder safety and provide the best possible assistance.  Did you ever stop to think how many emergency situations might be happening in the County at one time and the number of agencies responding to those emergencies.  With two major highways going through the County there are many emergencies requiring police, fire, and an ambulance to be dispatched.  The dispatcher must know who is on each vehicle and keep track of them once they get on scene.  Because our population is small, often there is only one dispatcher on duty managing multiple phones.

We have several valuable tips for callers to help make this stressful situation smoother:

• Know your location: Be prepared to provide your exact address or clear directions.
• Remain calm: While it’s natural to be stressed during an emergency, try to speak clearly and answer the dispatcher’s questions.
• Be patient: Understand that dispatchers are working quickly to get help to you.  In some cases they may have already sent out the call for the emergency personnel to get in route while they are getting details from you which they can pass on to the people on the way.
• Use 911 for true emergencies: For non-urgent situations, call the non-emergency number at (575) 461-2280.  An example of a true emergency is someone in danger, someone hurt, a fire, or a wreak.  A non-emergency call would be a cat in a tree or loud music.

Did you know that dispatchers do much more than just answer emergency calls. They also handle non-emergency calls, maintain records, enter information into national crime databases, and provide support to first responders in the field. It is important for there to be teamwork and communication in ensuring a coordinated and effective response to any situation.

Despite the challenges, Jamie finds dispatch work to be incredibly rewarding. She shared that her favorite part of the job is knowing that she has played a role in helping people and keeping her community safe. Dispatchers are the unsung heroes of emergency response, working tirelessly behind the scenes to ensure public safety. By understanding their role and following the tips we can all contribute to a smoother and more effective emergency response system.

You can help:

• Sign up for Nixle alerts: Stay informed about emergencies and community events by texting your zip code to 888777 or visiting Nixle.com.
• Share the non-emergency number: Help spread awareness by posting the non-emergency number, (575) 461-2280, in a visible location.
• Consider a career in dispatch: If you’re interested in a challenging and rewarding career that makes a difference, contact the Tucumcari-Quay Regional Emergency Communications Center for more information.  You can even sit in dispatch and observe to see if this job would be for you.

To listen to this great podcast episode and learn why Jamie loves her job click on this link More Than Just A Voice