PHILADELPHIA (KYW Newsradio) — No one ever expects an emergency, but there are people standing by to help on our worst days.
KYW Newsradio spoke to a dispatcher in the Philadelphia Fire Department's Fire Communications Center (FCC) about how you can help them help you.
Fire dispatcher Aaron Mott has been with FCC just over three years, and to him, it's the perfect fit.
"It's been awesome," he said. "I love every aspect of the job. I get to help people and no two days are the same. I never know what I am walking into and I love it."
Mott said knowing he is helping people gets him through some of the pressure-filled days, but there are ways those who call can help him.
"Know where you are. Location, location, location," he urged. "If we don't know where you are it almost impossible for us to send anybody to help."
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He also advised people to try and remain as calm as possible when calling, because there will be questions.
"We need to try to find out exactly what is happening so we can send the proper help to you," he explained, "so there are a list of questions we need to ask, but it is just to help the firefighters or medics who are coming, so they know what they are walking into when they arrive."
Not only do dispatchers need callers to stay calm to answer, but also to follow directions. Some dispatchers, like Mott, are able to talk callers through performing basic first aid over the phone. "If you remain as calm as possible we can walk you through any situation that you are in," he assured.
While some callers might think all of the questions are delaying help from arriving, Mott said that isn't the case.
"As we are asking the questions, help is already on the way," he said. "Talking to the dispatcher [does not] stop anybody from coming."
He also admitted one thing that he worries about when he speaks to callers.
"When I ask questions, I really hope that people aren't thinking I'm trying to talk them out of getting help sent, because it is actually the complete opposite - but that is the vibe I get every now and then," he shared.
Mott said some calls are tougher then others, but he and his FCC colleagues lean on each other.
"It's a family and like any family we all have our moments but when it comes down to it we all work together," he said. "I love it, I really do."
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