WARREN, Mich. – Before police, firefighters or medics reach the scene, 911 dispatchers in Warren are already working to figure out what’s happening, send the right help and keep multiple incidents moving at once.
During National Public Safety Telecommunicators Week, Local 4 is highlighting the “unsung heroes” behind the phones and radios at the Warren Dispatch Center.
“You are kind of like the unsung hero. You are the first voice they hear,” said Ciearra Mendelson, who has worked at the center for nearly three years and grew up in Warren.
Dispatchers say the pace can be relentless. Mendelson said they can handle about 400 to 600 calls in a single shift, ranging from family disputes and traffic crashes to shootings, stabbings and medical emergencies.
“You hear gun, and your ears perk up, and we are like, ‘OK, what’s going on?’” Mendelson said.
Darrian Clark, a dispatcher for 12 years who joined Warren a few years ago, said the job demands patience, practice and the ability to stay focused under pressure.
“Just on a day-to-day basis, you never know what’s going to happen,” Clark said. “We could be calm, cool, collected, sitting here talking and then the next call can be something like a shots fired, a shooting or a house fire.”
Ben Mackenzie, a nine-year dispatcher in Warren, said the work is far more than answering calls.
“It’s not just call taking,” Mackenzie said. “We are on the radio for police and fire. We are coordinating the whole response.”
New technology brings the scene to dispatch
Dispatchers also described technology that can give them a real-time look at emergencies as they unfold.
In certain situations, they can link into drones, police dash cameras and officers’ body-worn cameras, providing another set of eyes when seconds matter.
The dispatch center emphasized drones are only used on specific calls—not for constant surveillance. When deployed, dispatchers and drone operators can view standard and thermal video, helping confirm details and guide responders.
“Not many people call 911 because they are having a good day,” Clark said. “So just knowing that I’m here to answer the call when they need help the most, it’s a good feeling.”
Mendelson said teamwork is what makes it all possible.
“We are all really a big family in here so it’s all about teamwork and helping each other,” she said.
Warren Dispatch Center hiring
The Warren Dispatch Center is currently hiring. Click here to apply.