Dispatcher embraces opportunity to help those in his community
Editor’s note: As part of National Public Safety Telecommunicators Week, five dispatchers will be recognized for their dedication and service to the Fayette County Emergency Management Agency’s 911 call center in Uniontown since its inception 20 years ago. Stories run throughout the week in the Community section.
Rob Means has a heart for people.
Not only did he serve the United States Navy for four years, over the last 20 years, he has been serving Fayette County as a dispatcher in the Fayette County Emergency Management Agency’s 911 call center.
Susan Kozak-Griffith, office manager at the call center, said over the years Means has honed his craft and become a truly well-rounded dispatcher, as well as a great mentor to new hires.
“Rob’s knowledge in police, fire and medical dispatching is exceptional,” she said.
Guy Napolillo, 911 coordinator, said Means has taken the time to understand all aspects of dispatch.
“Police, fire and EMS all have their own unique issues, and Rob has really become familiar with them all,” he said.
The biggest challenge for Means is the same for the rest of his dispatching co-workers — working shifts, weekends and holidays and being away from family.
But the good outweighs the bad knowing that with the job comes the opportunity to help people.
“We as dispatchers are the first voice the caller hears,” Means said.
With 20 years of experience, there are so many calls that have been memorable, both good and bad.
But it was the call of a five-year-old that stands out the most for Means.
“I had a 5-year-old caller whose mom was on the kitchen floor unresponsive,” Means said. “Although the caller couldn’t give me an address, he listened very well to my instructions.
“He went outside and found an adult (the mail lady) who provided an address so help could be sent,” he added.
One of the biggest challenges on the job for Means has been the change in technology and the use of cellphones.
“It is very hard to pinpoint the location of a cell caller,” he said. “Over the last 20 years I’ve learned to be patient, become more attentive, and to have a very good ear.”
Kozak-Griffith said Means will often go above and beyond to help his crew mates, and that endears him to them.
“Every dispatcher has a preferred console position — one that they excel at or simply prefer — but I seriously don’t know that Rob has a preference, because he truly is very good wherever he’s at,” she said.