New Hanover County 911: a WECT News 6 Feature Story & Video

NEW HANOVER COUNTY, NC (WECT) – For New Hanover County’s 911 telecommunicators, there’s no telling when the next major emergency will call in. For Trey Rogers, it was early Tuesday morning, after only four months on the job. Rogers fielded Kayla Floyd’s intense call for help after she was shot three times in the chest. He held on to the call for ten minutes while Floyd held on for life.Not everyone can handle situations like these. In fact, turnover at the 911 center is described as a “revolving door.”To make sure prospective operators have a realistic job preview, New Hanover’s 911 center has invested in a new piece of technology called “CritiCall.”

CritiCall is software designed specifically for public safety dispatchers and call centers.

The test lasts around three hours and gives hiring officials a clear indication of whether or not applicants are cut out for the job. A test-taker undergoes several rounds of scenarios that mimic life in a 911 center.

Fast-thinking, clear judgement, accuracy and lighting-fast typing are all studied. The process allows hiring managers to make their best choice in a candidate. It also allows the candidate to see whether or not that kind of high-stress environment, is something they can handle for 12 hours per day.

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