Behind the voice: The people who answer New Hanover County 911 calls

WILMINGTON, NC (WWAY) — When you call 911, you hear a voice on the other end of the line. But behind that voice is a team of telecommunicators working to get help where it is needed most.

The New Hanover County 911 call center moved into a new space designed to give those telecommunicators the tools and support they need to handle emergency calls.

“We’re truly the first first responder,” said 911 Quality and Training Manager Cortnie Herring.

Telecommunicators answer emergency calls, gather critical information and dispatch first responders to people in need.

Herring says their role often goes beyond simply taking down information.

“So, a lot of times we’re the person to get someone calmed down before the officers arrive; we are the person to make sure they have all the details, and we keep people on the line when necessary to make sure that we’re keeping them calm and also giving all the answers to the responders who are going to their home,” said Herring.

One of the tools used in the call center is RapidSOS, which transcribes 911 calls in real time. The technology helps telecommunicators capture and track important details as an emergency unfolds.

But the job requires more than technology.

Certified Training Officer Jessica Adams said telecommunicators rely on empathy, compassion, attention to detail, and their ability to listen closely.

“We can hear the tone of their voice; there’s just little things that we can pick up on and just use our judgment on how we feel that the situation may be evolving,” said Adams.

The calls can also take an emotional toll, making teamwork an important part of the job.

Dispatcher and Spanish interpreter Carmen Velasquez said coworkers support one another during difficult shifts.

“Everyone here I do really love is that reassurance. They’ll always tell me, ‘Hey, are you good? Do you need like a little break or something?’ and we have each other’s back, and I do like that about here. Communication is really strong here,” said Velasquez.

The average telecommunicator answers about 5,000 calls each year. The center’s top call taker in 2025 answered 9,524 calls.

For the people on the other end of the line, every call matters.

And for the telecommunicators answering those calls, having the right tools, space, and support can make all the difference when the community needs help most.