Dispatchers: The unsung heroes on the other end of the line

9-1-1 dispatchers in Oakland County, Mich., and Albany County, N.Y., are seen as unsung heroes who work behind the scenes, using technology and training to respond to emergency calls, and they say their jobs have changed significantly in recent decades. Albany County's Kevin Demarest recalls the days of taking notes about a call on paper, but today dispatchers have an array of high-tech tools at their disposal. What hasn't changed is the dynamic nature of the job. “You expect when you pick up the phone it could be anything,” Oakland County dispatcher Veronica Tovar said.

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Oakland Press (Pontiac, Mich.), The · WNYT-TV (Albany, N.Y.)

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