On the evening of July 5, the Indianapolis Metropolitan Police Department (IMPD) lost a beloved officer, Perry Renn when he was shot during a gunfire exchange with 25-year-old Major Davis Jr. On the scene were officers from several Indiana districts, paramedics and bystanders, but one group of people, who sat several miles away, played a vital role in the law enforcement process that day. This group of individuals are the Marion County Sheriff Department’s 911 controllers and dispatchers.
“I had a hard time with that and even to this day I still have a very hard time with it,” said 31-year-old Melissa Spradley on the death of Renn. As one of the Marion County Sheriff’s Department 911 control operators, officers often notify her when gunshots have been fired. “Once they said Renn had been hit, at that point, other districts were sending their officers. It goes quiet in here when something like that happens.”
Spradley said her team didn’t learn until later that night of Renn’s passing.
“I remember feeling my heart in my stomach. My struggle was asking, ‘did I do everything right? Did I hear everything (officers) said? Did I repeat everything they said?’” she recalled. “I beat myself up for a while after that because I had survivor’s guilt. We always say it’s our job to make sure these guys (officers) go home every night, and when they don’t, I feel like I dropped the ball.”
After being in her position for 10 years, that was the first time Spradley experienced the death of an officer.
Other members of her team comforted her to ensure the mother of two had done all she could. In fact her direction was so well during the moment of chaos, her tapes are now used in training.
“When I first started, everything bothered me, but now because we’re so used to people dying everyday and being nasty, you get numb to a lot of things,” she mentioned.
On a Friday afternoon, the police control and 911 dispatch rooms are moving at a slow pace as Spradley speaks into her headset and operates the five computer monitors resting on her desk every so often. She shares her journey to a career as a north district 911 control operator.
“I’m the voice on the other end of the radio. If you’re ever next to a police officer, I’m that person they’re communicating with. I’m basically a gloried secretary,” laughs Spradley. “Anything (officers) need, it’s my job to run license plates, warrants, medics and anything they can’t do on their laptop.”
Part of her job is to know where police officers are at all times. She said officers have learned to trust her and know when she’s in the office, things will run smoothly.
Many years ago, Spradley discovered the job opportunity while attending a career fair in the Glendale area where the Marion County Sheriff’s Department had a booth. After applying for the position, it took several months to get an answer but she finally received good news.
Job candidates are asked to take a lengthy written test on city streets, IMPD’s phonetic usage and other items. In addition to passing a drug, vision and background check, they are also subject to a home visit from a representative of the Sheriff’s Department. Following is six weeks of classroom training and 165 hours of on-the-job training before being released on the phones. Each employee must work as a 911 dispatcher for one year before becoming a 911 control operator.
Although Spradley has been on the job for 10 years, and was recently selected as the Indiana Sheriffs Association Communications Officer of the Year out of all of the counties in Indiana, her level of confidence wasn’t always present. She said her transition from dispatch to controller was somewhat difficult but today she feels she can perform her job while sleeping.
“I’m still shy but when I first started dispatch I was really shy and I didn’t like speaking in public. I had a hard time with the radio because they would always say they couldn’t hear me. I was intimidated by the radio and by the officers,” she said. “Once you build up your confidence it’s better. At first I didn’t want to come over here (as a controller) because I thought it would be too much and that officers would be mean to me, but they’re so great.”
In 2013 Spradley completed her criminal justice degree to obtain background knowledge.
“This is first hand experience,” said Spradley as she waved her fingers toward the computer screens and flashing buttons. “You get to jump into things and see a lot of what (officers) do, but sitting in a class is different. Reading the statistics gives you a new perspective. People always said ‘I’m sure once you get your degree you’ll move on,’ but this is where my heart is.”
City activity level depends upon the day, time and weather conditions. Several people in the department said Mondays are very busy days, but they aren’t sure why. Most day’s activity levels increase after 9 p.m.
During her 2-10 p.m. shift, Spradley has witnessed a few other events that have brought the police control and dispatch stress levels to all-time highs.
“The State Fair collapse was huge for us. Officers were going crazy and calling us, dispatch was getting tons of calls, the media was calling, supervisors wanted updates, my phone was ringing. The stress level can go from zero to 11 in a matter of seconds,” she mentioned.
Missing children and police chases also cause a great deal of commotion.
“Those are things you just have to stay on top of. Incidences like this is where I get tunnel vision to make sure I’m focused.”
On the opposite side of the room Panika Allen, 27, is taking emergency calls as part of her job as a 911 dispatcher.
“911 what’s the location of your emergency,” she said into her headset.
“Oh, I’m sorry. I think my daughter called you all by mistake,” the caller replied.
Allen said this situation mirrors more than 50 percent of her calls.
“The public is really misinformed about what 911 is for. Sometimes people will call and say they aren’t sure if it’s an emergency or not and to me, if you need to ask, it’s probably not an emergency,” said Allen, who has been with the Sheriff’s Department for a year and a half.
Throughout the evening Allen receives more calls related to pocket dials, panhandling and car accidents. The day did bring a few serious incidents such as a body discovered on 96th street, an 8-year-old shooting himself in the hand several times and a suicide situation.
“I was friends with a girl last November and there was a guy on drugs who shot three people. I had her mother on the phone and she was crying about someone being shot in the head. I hate calls like that where it has to deal with mother and child,” said Allen. “There have been those calls I’ve gone home and prayed about, but I try not to take my work home. I’ve even been on the phone with officers while individuals have shot themselves.”
Despite the level of intense activity, Allen said certain life situations have helped shape her outlook on her job.
“I can handle this stuff pretty well. I’ve dealt with a lot in my life, which has prepared me for now. Last August I had a sister that was killed in a murder/suicide. That’s the reason I don’t like the parent/child issues,” she mentioned.
Allen said those interested in the position must have thick skin, an open mind and a soothing tone because several callers call angry which may result in disrespect.
“I once had to talk down a suicidal wife who was on the brinks of jumping off of a bridge,” recalls Allen. “I thank God I’ve never had a person commit suicide on the phone. It’s scary because each time you pick up the phone, you don’t know who’s on the other line.”
At 4:45 p.m., there are eight active calls and over three minutes of wait time for callers. Allen explained some callers are aware they don’t have an emergency and simply want someone to talk to.
“We have regulars and 911 shouldn’t have regulars. Sometimes people just want others to interact with. On holidays when calls are slow, people call in to show their appreciation,” she said.
Given the level of stress a job like this can bring and the time spent away from their children, both Spradley and Allen said it’s where their heart lies.
“Being a 911 dispatcher just makes you apart of the entire (law enforcement) process,” commented Allen. “We’re not on the scene but we’re the first people the community interacts with when they need help. It makes you feel good to be ‘that person.’”
