Patience, compassion, professionalism are key
Nancy Worley is a 20-year veteran 911 dispatcher for City of Baytown.
“Answering 911 calls can be very horrifying and breathtaking and everything else. You’re talking on the radio. You’re talking on the phone. You’re dealing with officers, paramedics, firefighters, and citizens who are very upset.
“What helps me is PCP: patience, compassion and professionalism. You have to use all three of these for every call. You always have to be patient. You need compassion to realize that while the person on the phone might get angry with you, they’re going through something really difficult. And you have to be professional because these are your customers, and you’re expected to take care of them and meet their needs.
“That’s the job. And I believe that as long as I use my PCP, I’ll be able to handle anything. PCP, that’s my drug of choice.”
— Nancy Worley
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