By Allison Carrier
When early risers are getting ready to start their day, Tom is heading to bed. A few hours of good sleep are usually all he needs after his 6:00pm to 4:00am night shift. As a 911 Dispatcher for the Scarborough Police Department, he’s accustomed to the life of an emergency responder. Plus, he’s perfected the art of his daytime 26-minute naps, a technique he learned to boost alertness without the grogginess.
Tom’s workday starts at 6:00pm. He arrives 15–20 minutes early and changes into his uniform in the locker room of the Scarborough Public Safety Building. The Dispatch Center is on the main floor, a large, dimly lit open room behind a wall of window barriers off the lobby. He offers shift relief for one of the three dispatchers on duty, and they have a briefing to go over any big crime or ongoing issues from the day that could come up again during his shift. Then he puts on his headsets (one for the police radio and one for the phone line) and logs into all the programs he’ll need—the State 911 program, two mapping programs, and the Computer-Aided Dispatch (CAD) software. He adds his name to a digital screen displaying who’s on shift, which appears on a full roster in the Police and Fire vehicles and in the Dispatch Center.
Now to see what the evening brings. Sometimes it’s busy; other days it’s more peaceful. “One phone call is all it takes to make the room chaotic—controlled chaos,” says Tom. Common calls are for traffic stops, shoplifting, disturbances (domestic violence or issues between two people), or driving complaints. Last night there were 17 traffic stops and one car crash involving a deer. Some nights there are four car crashes, and other times they get several medical calls about falls. On Christmas Eve there were more welfare checks—people calling their loved ones for the holidays and not hearing back. “It depends on the day.”
The Scarborough Dispatch Center handles calls for all of Scarborough Police and Fire, Old Orchard Beach Police and Fire, 911 response for the portion of Scarborough on I-95 and I-295, and 911 answering service for Buxton (police/fire/medical). The two or three dispatchers on every shift are each assigned to be the Fire/EMS dispatcher or the Police dispatcher.
Tonight, Tom is assigned to dispatch for Police. A call comes in from a resident who thinks there may be someone in their house. The other dispatcher—the call taker—obtains information and works with Tom as he provides it to the responding units. They work together and keep the caller on the line until they can get them in contact with officers on the scene. Tom uses the CAD software to track the officer’s location in real time to keep the caller informed on how long it will be. With Scarborough spanning 52 square miles, sometimes it can take upwards of ten minutes, but the dispatchers’ first priority is to stay on the line until help arrives. Officers determined this call to be a false alarm; they cleared the house and nobody was found inside and there were no signs of burglary. “It’s important to remember that you are never alone and to always call 911 for an emergency,” Tom says. “It’s better to be safe than sorry. Regardless of the time of day, help will respond.”
While there are no breaks during Tom’s 10-hour shift, there is some down time. He and the other dispatchers have become close through working together. Other members of public safety drop in to the Dispatch Center to catch up. Time between calls is also when Tom and the other dispatchers maintain their required certifications, such as Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD), which need to be renewed every two years. Aside from the certifications and training, Tom finds that the ability to multitask and work as a team are both essential skills for a successful dispatcher.
Tom didn’t come from a family of first responders, but he started on this career path at an early age. He grew up in Westbrook (where he lives today) and joined the Fire Explorers program in high school, designed as introductory training for ages 14-20. In 2004 he joined Scarborough Fire as a live-in student at Black Point Station and earned his Fire Science degree at Southern Maine Community College. He first started as a dispatcher in Westbrook part-time in 2005, and then full time in Scarborough in January 2007. Today Tom works full-time in Scarborough and part-time in Westbrook for dispatch, Fire and EMS (about 12–24 hours per week).
Over the years, he’s learned how to handle high-stress calls and to stay calm. He credits this to how long he’s been in the field, but also to Critical Incident Stress Management, which supports first responders in dealing with traumatic events. “Twenty years ago, we never talked about it,” Tom says. “Today we talk about it.” He definitely remembers those heavy calls, but peer support is encouraged and the Police administration and supervisors provide opportunities for them to talk through their experiences.
Even in what can be emotionally intense, Tom finds it rewarding to help people in the fastest time and to get resources to people who need them as efficiently as possible. He feels pride in being able to provide CPR to help somebody save their loved one’s life. This happened in 2019. A woman called 911 when she found her husband on the floor, not breathing. Tom was able to instruct her on what to do until help arrived on the scene. Two years later, the patient stopped in to thank everyone who helped save his life. Tom is grateful for these moments but nevertheless says, “I didn’t sign up for this job to be rewarded or thanked every time.”
Outside of work, Tom keeps a low profile about being a first responder. When his shift ends, he changes back into his civilian clothes—he likes to fly under the radar at the grocery store. He listens to music on his drive home, a separation from the night’s events. His dog is curled up in bed still asleep when he gets home around 4:30am, and he greets him and tells him it’s not time to get up yet. It’s lights out for a few hours until around 9:00am, when Tom starts his day. He usually picks up a per diem shift in Westbrook or an overtime shift in Scarborough, banking hours for a nice extended R&R when the time comes.
Coming into emergency response at a young age, Tom’s commitment to his work is part of who he is. Whether through picking up an extra shift, covering for a colleague, or guiding someone through a highly emotional situation, his steadiness and skill represent the level of emergency service provided for our Scarborough community.
Allison Carrier is Marketing and Communications Manager for the Town of Scarborough.
(Photo courtesy of Town of Scarborough)
