High school seniors answer the call at HEC
Dyanne Marks observes HEC call taker Jessica Valdez, a senior at the High School for Law Enforcement and Criminal Justice. |
Story and photo by John Perry
Suicide threat.
In a chilling, ominous voice, a near-hysterical woman called the police threatening to kill herself.
As a first-responder, saving the caller’s life fell heavily on high-school senior Jessica Valdez, a part-time call taker at the Houston Emergency Center.
Speaking calmly, Valdez comforted the caller while quickly preparing information needed for dispatch. Her actions would help determine the most suitable units to send based on the emergency and the units’ proximity to the would-be victim.
Waiting for responders to arrive, Valdez kept talking to the suicidal caller. Fortunately, a tragedy was averted. The dispatched unit arrived. The caller was prevented from harming herself.
Receiving a suicidal call would be traumatic for most. But 18-year-old Valdez knew what to do. As part of a co-op work program between the High School for Law Enforcement and Criminal Justice and HEC, she had received extensive emergency call-taking training.
Like other HEC call takers, Valdez had qualified for her post with National Crime Information Computer and Texas Crime Information Computer certifications. But she, along with 11 other HEC call takers, got hers during classes at the law enforcement high school.
“Last year was the first time we worked with LEC to hire students on a co-op basis,” said Dyanne Marks, 911 administrative division manager. “They’ve been great. We’ll keep four on a permanent basis.”
Valgene Holmes, LEC’s co-op coordinator, handpicks students for HEC.
“I only select the best of the best,” said Holmes, a LEC criminal justice instructor since 1992. “And if they’re offered a permanent post, I ask them to make at least a two-year commitment to HEC.”
Holmes developed the telecommunications curriculum in 1995, partnering with the Harris County Sheriff’s Office, which supplied the software necessary for teaching.
LEC offers two semesters of emergency call-taking training that satisfies the Texas Commission on Law Enforcement Officer Standards and Education requirements obtaining NCIC and TCIC certifications.
“The program is unique in the nation,” Holmes said. “Having those certifications mean that upon graduation, our students are immediately employable as call takers. And that helps those who might not be financially able to go to college.”
Once accepted at HEC, students receive an additional four weeks of training. Two weeks in a classroom and two weeks of hands-on. When training is completed, they work weekdays from 1:30 p.m. to 6:30 p.m., earning $10 per hour.
“It really helps them get ahead,” Holmes said.
Staffing challenges
“Being an emergency call taker is not for everyone,” said Marks, who is responsible for filling HEC positions below the level of assistant director. “911 call takers are often unsung heroes who have to handle considerable on-the-job stress.
“They have to be ready to help stop a crime, report a fire, or save a life,” Marks said.
And shift work isn’t for everyone. Some people never adjust to working 1:30 p.m. to 10 p.m. or 9:30 p.m. to 6 a.m., Marks said.
The call center, staffed 24-7, 365 days a year, processes about 10,000 calls a day.
And because of family issues, some call takers have difficulty working Sundays, Christmas, Easter and other holidays, Marks said.
Consequently, she deals with personnel turnover.
“We’ve had some resignations. I hated to see them go, but in an environment that deals with emergency response, we can’t have anyone who isn’t willing to work when scheduled,” Marks said.
A dozen call takers were fired during the weekend of Sept 23-25, 2005, for failing to work assigned shifts during Hurricane Rita.
“The 137 call takers we have now are top notch,” Marks said. “We need to fill eight to 10 slots by July 15.”
The high-school co-op program aids recruitment of qualified staffers.
“I love this program,” said Joe Laud, HEC public information officer. “Kids coming out of high school today have grown up with technology, so learning the software doesn’t present a problem for them.
“Our motto is ‘We are the first, first-responders,” Laud said. “It feels good to know we have youth on our side, too.”
return to the top
| 
