May 8, 2023 Submitted by the South Shore Regional Emergency Communications Center
Every April the public safety community recognizes and honors the approximately 65,000 dedicated 911 dispatchers across the United States.
On April 12, 2023, the Massachusetts Communications Supervisor Association held an informational event with elected leaders at the Massachusetts State House. Part of the event included a ceremony to honor select 911 personnel for their outstanding work over the course of the past year. One of the areas of recognition was for “Team of the Year.” This year’s recipient of the award was the South Shore Regional Emergency Communications Center (South Shore RECC) team for their work when a motor vehicle crashed into the Apple Store in Hingham on November 21, 2022.
Located in Hingham, the South Shore RECC is the 911 Public Safety Answering Point (PSAP) and emergency dispatch center for the fire and police departments serving the towns of Cohasset, Hingham, Hull, and Norwell.
At 8:41 a.m., the South Shore RECC began receiving 911 calls reporting an SUV-style motor vehicle had crashed through the plate glass storefront of the Apple Store located in the Derby Street Shoppes. Initial reports from 911 callers stated multiple people were injured and trapped under the motor vehicle and heavy Apple Store display tables. The 911 dispatchers immediately began dispatching Hingham Police and Fire Department units to the scene. As the 911 calls continued to flood the dispatch center, it was obvious to everyone working that this was a very serious crash that would require additional resources from outside the town. As the dispatchers continued to work through the continuous 911 calls, other dispatchers in the room were able to update the responding units about the severity of the situation prior to their arrival. Having been provided with the information regarding the seriousness of the injuries and severity of damage, Hingham Police and Fire Department supervisors immediately began requesting assistance from neighboring communities and other support agencies. The 911 dispatchers quickly and efficiently were able communicate and fulfill the numerous requests with surrounding agencies. A total of 20 ambulances, nine fire engines, and approximately 40 police officers were directed to the scene.
The primary 911 radio dispatchers for the event, Jordan Oster and Victoria Fano, did a tremendous job remaining calm and collected on the radio while coordinating with field units. Shift Supervisors Michael Brenton and Michael Gethin, as well as Dispatchers Diane Tock, Elizabeth Maguire, Sarah Burton and Alison Graham, did an incredible job answering the 911 calls and fulfilling the requests made by the police and fire departments. Deputy Director Johnathan Gordon immediately responded to the communications center and assumed command of the operations on the dispatch floor.
“This was truly an all-hands event and the 911 dispatchers on duty seamlessly fielded calls and coordinated resources like the true professionals they are,” said Oster. “As they diligently worked on this incident, the dispatchers continued to take calls for unrelated emergencies in the four towns South Shore RECC services.”
All participants for the awards are nominated by their peers and supervisors. The award winners are then selected by MCSA and the Massachusetts State 911 Department. FederalCommunications Commission Chairwoman Jessica Rosenworcel and Massachusetts State 911 Department Executive Director Frank Pozinak presented the South Shore RECC dispatchers with their awards during the ceremony at the Massachusetts State House as part of National Public Safety Telecommunicator Week, which ran from April 9 to April 15 this year.
“It’s great to see our 911 dispatchers being recognized for their actions,” said South Shore RECC Director Aaron Smith. “911 telecommunications is a legitimate profession and an important part of the emergency services provided to cities and towns. Dispatchers dedicate themselves to serving the public and they deserve to be recognized for their role in public safety.”
“This award highlights the important work our 911 dispatchers do every day, from handling reports of violent crimes to providing CPR instructions,” said Gordon. “We’re always there, always ready.” The award ceremony concluded MCSA’s inaugural “9-1-1 Goes to Boston Day,” which was an opportunity for 9-1-1 telecommunicators from across the Commonwealth to engage with their senators and representatives as they advocate for support of bills H.2665, S.1674, and H.2667. The bills call for the reclassification of 9-1-1 professionals from the current official classification of “administrative personnel” to the appropriate classification of “First Responders.” These acts align the critical nature and incredible responsibility of the 9-1-1 profession with the Commonwealth’s more accurate official recognition and afford the appropriate benefits.
The award ceremony concluded MCSA’s inaugural “9-1-1 Goes to Boston Day,” which was an opportunity for 9-1-1 telecommunicators from across the Commonwealth to engage with their senators and representatives as they advocate for support of bills H.2665, S.1674, and H.2667. The bills call for the reclassification of 9-1-1 professionals from the current official classification of “administrative personnel” to the appropriate classification of “First Responders.” These acts align the critical nature and incredible responsibility of the 9-1-1 profession with the Commonwealth’s more accurate official recognition and afford the appropriate benefits.