Every phone call matters

Tammy Barker jokes about the number of majors she tried at Iowa State, but that she ended up in the family business hardly surprises her. For nearly 21 years, Barker has worked as a dispatcher for the department of public safety, following her father and brother who have law enforcement backgrounds and her mother who was a dispatcher, too.

"It kind of runs in the family," Barker said. "I've been listening to police radio traffic since I was born."

Barker arrived on campus as a freshman in 2000 and saw a job board posting for student dispatchers the following summer. She worked overnights before taking a break for a couple of years and returning in 2005. She graduated with a sociology degree and returned to the classroom a decade later to add a second bachelor's in German.  

Barker said she is a professional multitasker who isn't happy unless she's doing at least three things at once. She enjoys the ebbs and flows of campus life, for example, extremely busy Saturdays during football season and a more relaxed summer. She said she works to establish a good relationship with her fellow dispatchers and officers because her top priority is to keep campus and the police officers who patrol it safe.

"You have to show officers that you care," she said. "When we train new dispatchers, the number one priority is officer safety. We are the link to information to keep officers and campus safe."

Barker is the senior member of a nine-person dispatch team, with two dispatchers working each shift. She has worked every shift over the years, but is in her preferred spot, 3:30-11:30 p.m.

"Tammy is my most experienced veteran and primary tactical dispatcher," said dispatch manager Louis Johnson. "She wants to be involved with large-scale events and to help in critical situations."

Assessing every situation

Dispatchers have a variety of responsibilities. They monitor fire and HVAC alarms in every building on campus; dispatch fire, police and emergency medical services responders; and receive landline 911 calls. Cellular calls go to the Ames Police Department. Dispatchers also complete paperwork for each 911 call and direct incoming department calls to the proper place.

Barker begins every shift by logging in to the computer-aided dispatch system to talk to on-duty officers. She toggles between two radio channels throughout a shift: main operations and information. Police activity, such as a traffic stop, is on the ops channel while dispatchers check for warrants or wanteds and check driver's licenses on the information channel.

You have to show officers that you care. When we train new dispatchers, the number one priority is officer safety. We are the link to information to keep officers and campus safe.

— Tammy Barker

"It is key that we are in constant contact with our officers and make sure we are giving them the right information," Barker said. "If you find out that someone is dangerous or is wanted, you can direct another unit to the location as backup to ensure safety."

It's important to keep 911 callers talking and assess the situation to see if they have a weapon or are a threat to injure themselves or a responder, Barker said.

"I wear a headset that allows me to talk on the phone and still hear the [police] radio with the ability to switch and talk to responders," she said.

Training for ISU dispatchers includes a 40-hour class at the Iowa Law Enforcement Academy, familiarization on the various systems they use and eight hours of continuing education yearly. Barker said most dispatchers need about two years to feel comfortable and confident in the job.

Developing her skill set

Over two decades, Barker has dealt with numerous individuals in distress. Whether it involves a significant medical issue or a threat of suicide, she said the key is to be understanding and keep that person talking.

"You have to be very empathetic while asking questions to get the information you need," she said. "Training helps. For example, you may say, 'You called us so obviously some part of you needs help and wants it, so please let me help you.'"

Johnson said Barker's ability to connect with callers is special. A couple of years ago, it played a significant role in saving an individual contemplating suicide.

"This person had left text messages to friends, and Tammy not only helped get information about location, but she ultimately did it through other individuals, not the person in distress," he said. "She prompted friends of the individual who were texting with them and kept them calm. She kept gathering information, all while sending responders to multiple locations trying to find the individual."

Dispatchers who work together often develop the ability to read one another's voice for the slightest inflection.

"Our dispatchers are so in tune with each other that we pick up on those things immediately," Barker said. "You also repeat what you are saying, like 'You say you want to hurt yourself,' so the other dispatcher can get to work trying to help."

Not every call leads to the desired resolution, Barker said she still learns from an experience to improve for the next situation. Johnson said Baker's ability to not let stressful situations impact her at home is one of her best attributes in a profession where many dispatchers last only a few years.

With more than two decades on the job, Barker said she considers Iowa State home and never considered leaving for a bigger dispatch center.

"It's a point of pride for me to be with one organization for so long because you don’t see that a lot anymore," she said. "I have a unique skill set, so who better to look out for the interests of the students, faculty and staff than me."