The lifeblood of the Holbrook Regional Emergency Communication Center is its team of telecommunicators, who are responsible for a variety of technical and dispatching work related to the answering of all emergency and non-emergency telephone calls and alarms in support of the Center’s operations.
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Stephan Hooke | Director Lauren Mielke | Deputy Director Kenneth Terrill | Operations Manager Marion O’Donnell | Training/Supervisor Joseph Gracia | IT Network Administrator | Administrative Assistant
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Kevin Austin | Senior Supervisor Daniel Hart | Supervisor/ 911 Liaison Chelsea Faria | Supervisor Richard Blais | Supervisor Alan Stewart | Full-time Dispatcher Scott Anderson | Full-time Dispatcher Brian Kerins | Full-time Dispatcher Joseph Ecord | Full-time Dispatcher Paul Bowler | Full-time Dispatcher Chris King | Full-time Dispatcher Dan Eshner | Full-time Dispatcher Jenna Rodriguez | Full-time Dispatcher Madelyn Oteri | Full-time Dispatcher Kelly Donovan | Full-time Dispatcher Delia Merrick | Full-Time Dispatcher Jonathan Marx | Full-time Dispatcher Joseph Tosone | Full-Time Dispatcher Joshua Wallace | Full-Time Dispatcher William Barclay | Full-Time Dispatcher
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Bridget Mullen | Part-time Dispatcher Peter Bagdon | Part-time Dispatcher Alexandria Rurycz | Part-time Dispatcher Richard Furlong | Part-time Dispatcher Rachel Levasseur | Part-time Dispatcher John Sammon | Part-time Dispatcher
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Job duties of telecommunicators include, but are not limited to:
- Receiving and recording telephone calls and requests for service or information, obtaining all necessary information from callers or walk-ins who are making complaints, reporting incidents or requesting service, and dispatching fire, rescue and emergency medical services to calls as required.
- Maintaining constant and diligent monitoring of all Center systems and immediately responding to all requests for assistance or service from field units.
- Operating the dispatch computer and maintaining an up-to-date log during the course of a shift.
- Monitoring all radio frequencies and equipment within the Center, and dispatching appropriate units for all alarms received by the department.
- Answering inquiries from and providing information to the public concerning such things as directions, special events, municipal services, etc., as well as directing the public to appropriate sources of information and appropriate personnel.
- Maintaining fire incident reporting of Computer Aided Dispatching systems, and providing assistance and guidance to the general public.
- Maintaining all certifications, licenses and professional associations in order to keep abreast of current dispatching trends and procedures.
- Maintaining all departmental logs and records related to dispatching for fire services.
Telecommunicators report to a team of four supervisors, who are responsible for Emergency Medical Dispatch (EMD) oversight and operational supervision duties in the Center. This includes supervising telecommunicators in the performance of call answering, dispatching and all other duties.
Supervisors also ensure compliance with the policies of Emergency Communications; ensure employees’ training is current; and oversee staff scheduling.
Supervisors are also responsible for dispatch, call-taking and other telecommunicator duties, as needed.
In total, the HRECC has 25 full-time telecommunicators, and of those, one serves as a senior supervisor with 3 additional shift supervisors, a Deputy Director, a Operations Manager, a Full-time Training Coordinator and a Full-time IT Administrator. The Center also has 13 part-time telecommunicators.