Before an officer arrives, before you see the lights and before you hear the sirens, there’s a voice on the other end of the line – the first first responder.
CMPD’s police telecommunicators (also known as 911 dispatchers) are the first point of contact in moments that matter most. We asked Gabe Dillard, Police Telecommunicator II and CMPD’s 2026 Telecommunicator of the Year, and Monyce Lemon, CMPD’s 2025 Telecommunications Trainer of the Year, what the role really looks like behind the headset.
If you’ve ever wondered how to become a 911 operator or how to become a dispatcher, read on.
What inspired you to become a CMPD telecommunicator?
MONYCE LEMON: I have a passion for helping people, and I was always taught to lend a helping hand whenever I can. I knew that being a police officer, doctor or nurse, or any profession done in person, was not my calling, so I realized that becoming a 911 dispatcher was the next best way to make a difference.
GABE DILLARD: One of my mentors through high school is one of the coolest guys you’ll ever meet, Highway Patrol First Sergeant Chris Knox. I always knew I wanted to join law enforcement, but I hadn’t decided what exact role I wanted to play. One day, Chris asked me if I had considered dispatch, and truthfully, I hadn’t. I looked into the job, thought it was cool, and applied for a few agencies. I was offered the awesome opportunity to join CMPD Communications. I went from questioning my future to finding myself at home! Being able to come learn at an agency as large and well-equipped as CMPD is part of what has made me into the telecommunicator I am today.
What does a typical day in your role look like from start to finish?
LEMON: Each day looks a little different for me because I wear multiple hats. I am a trainer, and here at CMPD, call-taking and dispatching are done separately. However, I always start my day with a cup of coffee.
If I have my trainer hat on, I come in, find my seat for the day, set up my documentation and connect with my trainee. I make sure they do not have any questions, comments or concerns before we take our first call or dispatch an officer to a call for service.
If I do not have a trainee, I come in and check the schedule to see if I will be taking calls or dispatching for the day. Then I grab my designated seat, clean my area with a disinfectant wipe, plug in and get the day started. At the end of my shift, I make sure I wipe down my area and get it ready for my relief. If I am on dispatch, I update my relief on current events and then log off until my next shift.
What training or continuing education do telecommunicators receive?
DILLARD: All CMPD telecommunicators go through several stages of training – both in the classroom and on the job. We teach multiple certification courses in-house, and our curriculum is designed to prepare trainees for the work we do. We do it in phases, so trainees start on taking 911 calls first, then move on to working dispatch later on. Naturally, training can be difficult, but our job has a very small margin for error. On my third day after being released from training (working without a trainer for the first time), we had an active shooter incident. I didn’t realize I was ready for it, but I was. I fell back on my training and did the job I was supposed to do. As far as continuing education goes, our management is so supportive of professional development! I’ve worked incredibly hard to go for additional certifications and training opportunities. My leadership team has made it possible for me to do that!
What skills or qualities do you think make someone excel in this role?
LEMON: I believe you need to be an active listener, because sometimes we have to pick up on what is not being said. You must be able to show empathy in a way that helps keep the caller calm. Most importantly, I think you have to have genuine care for people, because you could very well be the difference between life and death.
How do you manage the emotional impact of handling difficult or high-stress calls?
DILLARD: Handling hard calls is not something everyone is great at doing at first – but that’s okay. It’s just important that you don’t do it alone! Our trainers, peer support staff and mentors are second to none. This is a tough job, but I’ve always had people here to lean on when I needed someone to listen. We spend our entire day helping others, which makes it important that you don’t forget to take care of yourself, too. The old saying, “You need to leave work at work and home at home” is far easier said than done. Finding a healthy way to decompress that works for you is critical.
What’s something about the telecommunicator role that most people don’t realize?
LEMON: Telecommunicators are the first first responders, and you set the tone for the officers on scene. You also have to be comfortable not knowing the outcome and be ready to move on to the next caller.
Can the exposure you get handling calls help someone prepare for a sworn officer role?
DILLARD: Absolutely. Of course, our job is vastly different from officers on patrol. But we are the first point of contact – the first public safety personnel to be involved in someone’s emergency situation. Gathering critical details, reassuring a person in crisis or coordinating different resources on the scene of an active incident – all from a remote location over the phone or radio – is challenging! But you learn to keep calm, to anticipate needs in an evolving situation and to always be several steps ahead. I can see those skills translating to any other position in public safety.
What would you say to someone considering applying but unsure if they’re the right fit?
DILLARD: This is not a job for just anyone. You must have the utmost respect for the work we do and the people we serve, and have a constant dedication to ensuring the safety of our fellow citizens, police officers and first responders. While a lot of our job is “routine,” some moments will arise where we have no room for failure. You will be trained to thrive in those situations, but you can only do so if you have a genuine desire. Of course, there are several baseline skills and competencies you need. However, there is one thing just as important: commitment. As a trainer, the only thing I cannot teach someone is how to care. But if you can bring that part to the table, then you’ve got a much better chance at success in 911.
LEMON: If you have a passion for helping people, then apply and don’t wait until you feel ready, because being ready is not a feeling, it is a state of mind. One great thing about our team at CMPD is that during the hiring process, we offer what we call a sit-along. During this time, you get to observe a call-taker and a dispatcher. I think this is a valuable opportunity because it helps you decide whether this side of being a first responder is right for you.
What advice would you give to new telecommunicators starting out today?
LEMON: Always advocate for yourself. Remember, you are always representing your own brand, so present yourself accordingly. Most importantly, it is okay to not be okay, but it is not okay to avoid asking for help when you need it.
DILLARD: Our team has a great saying that you are absolutely going to hear when you join – but let me share it with you now: “Remember Your Why.” Why did you join 911? Why do you want to work in law enforcement? Why have you committed to the fantastic responsibility of public service? It’s so important that we not lose sight of what drives us to be the pillar of support we maintain for our community every day. Again, this job can be hard. But what makes those tough moments a little easier and worth enduring is remembering why you do it.
What are some of the most rewarding moments you’ve had on the job?
LEMON: The most rewarding moment would be hearing a panicked caller finally calm down, let out a deep sigh of relief when officers arrive, and thank me for helping them through such a difficult situation.
DILLARD: I could pick countless individual examples of rewarding moments. Perhaps the biggest and most rewarding part of it all for me is the fulfillment this job gives me. I have the absolute privilege of going home every night knowing I did something that mattered. Even after the difficult shifts when it’s hard to remember that in the moment, I still always know I did the best I could for the people I helped. Things that seem small to me, like simply lending an ear to someone having a rough day, might have been more impactful for that person than I’ll ever know. It can also be as major as sending help to an officer down and coordinating road closures to get them to the hospital quickly. These examples, and everything in between, are why I never go home and wonder, “Did I make a difference today?” I know I did. I couldn’t be more grateful for that.
Learn more about CMPD’s professional roles and specialized units in our previous Q&As with detectives and leadership from the department’s Crime Scene Investigation, K9, Real Time Crime Center, Criminal Intelligence, Homicide and Domestic Violence units.
Accelerate Your Career Here
If you’re exploring how to become a 911 dispatcher or considering the path, learn more and apply to join CMPD’s Telecommunications team today.
