In a recent meeting of the Cumberland County Finance Committee, Melinda Fairbrother Dyer, the newly appointed director of the 911 center, addressed pressing challenges facing the dispatch center. With over 15 years of experience in the county, Dyer emphasized the critical staffing shortages currently affecting operations. The center, which employs 38 individuals, is down by six positions, with two more in training, marking the largest shortage she has witnessed during her tenure.

Dyer highlighted a concerning trend: many departing employees cited mental health issues as a significant factor in their decision to leave. She expressed a commitment to raising awareness about the mental health challenges faced by dispatchers, who often operate behind the scenes, unseen yet vital to emergency response. “We’re pretty good about recognizing police, fire, and EMS and PTSD, but oftentimes the 911 industry is left behind,” she noted, underscoring the need for greater support and recognition.

To address these issues, Dyer proposed a shift in focus from recruitment to employee retention, advocating for enhanced mental health resources and a more supportive work environment. She believes that by valuing current employees, the quality of service will improve, ultimately attracting more individuals to the team.

Dyer also discussed the evolving nature of emergency calls, revealing that last year’s call volume approached 90,000. While the total number of calls remained steady, the severity of incidents has increased, with mental health crises and domestic violence cases becoming more frequent. This shift, she argued, is closely linked to the well-being of first responders, including dispatchers.

The 911 center provides services to 19 of the 28 communities in Cumberland County, collaborating with five law enforcement agencies. As Dyer concluded her presentation, she left the committee with a thought-provoking question: if given more funding, how would it be spent? Her answer was clear—investing in the mental health of employees to create a more robust and effective dispatch center. The meeting highlighted not only the operational challenges but also the urgent need for systemic support for those on the front lines of emergency response.