In honor of National Public Safety Telecommunicators Week, we celebrate the unsung heroes who are there for us when the unthinkable happens.
All week long, we say thank you to the first of the first responders, the calm voice navigating us through our most difficult moments by gathering essential information and determining the type of emergency service needed.
Our frontline communications personnel are the first voice you hear when you call our Emergency Dispatch Center, 24 hours a day, 7 days a week, 365 days a year. They guide our deputies through critical situations around the clock and keep our county safe.
Our more than 160 dedicated call takers and dispatchers at our Emergency Dispatch Center are a critical part of our first responder community and form the vital link between callers in distress and our emergency response teams. On a typical day, they field 2,700 calls to 911 and 1,300 calls to our non-emergency line.
Our Incident Management Unit communications officers at Houston TranStar monitor Harris County freeways and dispatch Motor Assistance Program deputies for disabled vehicles and stranded motorists.
As our 911 dispatchers receive incoming calls, they prioritize them based on the nature of an emergency and help callers remain calm enough to provide the information first responders rely on to understand the full scope of an incident.
True Public Safety Heroes
They sit behind six glowing monitors that operate a variety of public safety communications equipment including a computer aided dispatch, a multi-channel radio, telephone, maps, cameras, and other specialized monitoring systems.
Texas NENA 2020 Silent Hero Award
Communications Officer Shamlin
Communications Officer Marsha Shamlin was recognized as a 2020 Silent Hero by Texas NENA, a membership organization dedicated to ensuring all residents have immediate access to 911 and emergency safety services.
“Being able to help my community behind-the-scenes through kindness and exceptional customer service is the most rewarding part of my job,” Shamlin said.
Shamlin is an agency veteran with nearly 17 years of service. In 2012, she received a commendation letter for her active listening skills and de-escalation techniques that prevented a possible suicide from happening.
Four other teammates were nominated for Texas NENA awards: Reyna Zamora, Cristina DeLaTorre, Roy Flores, and April Sanchez. Congratulations to all!
Training
Our call takers complete a comprehensive training program that includes courses on a range of topics and extensive on-the-job training. The initial training totals 400 hours and covers areas such as crisis communication, cultural diversity, ethics in law enforcement, and incident management.
Our new telecommunicator teammates also complete an 80-hour Texas Basic Telecommunicator Course in preparation for their licensing exam administered by the Texas Commission on Law Enforcement. To maintain their license, they receive 20 hours of annual training.
Our teammates are familiar with state laws and the area they are serving, including neighborhoods, highways, and thoroughfares. Many dispatch in the area where they grew up. Most importantly, they serve with compassion and understanding.
Our call takers are challenged greatly but stand strong to protect our communities. You can reach them any time at 713-221-6000. We’re grateful for their significant contributions, which are an inspiration and example to everyone in our ranks.
Celebrating Our Detention Teammates of the Quarter
Records Specialist Lastrape
Records Specialist Lastrapes joined the Sheriff’s Office in 2003. She performs a wide range of duties in the Central Records Division, contributing greatly to our intake and release process.
Records Specialist Lastrapes demonstrates a high level of initiative in executing assignments, a testament to her dedication to her work.
She is known as a go-to teammate, always willing to lend a hand to others, especially in challenging situations.
Detention Officer Castillo
Detention Officer Castillo joined the Sheriff’s Office in 2019. Her first assignment was the night watch at 1200 Justice Housing Bureau. She currently serves as a processing location coordinator at the Joint Processing Center.
In just a short amount of time, she has acquired a vast amount of knowledge on the intake process and developed close relationships with our partner agencies.
Her dedication to efficiency during the COVID-19 pandemic supports our ongoing efforts to safeguard the health and safety of everyone inside the Harris County jail.