An inside look at what it’s like to be a police dispatcher at CHPD

By Sara Beth Williams–
Citrus Heights Police Department 911 dispatcher Heidi Briseño describes her position as a personal “calling.”

Briseño and her family moved to Citrus Heights when she was in middle school, and she graduated from Mesa Verde High School. Eight years ago, after having applied twice, Briseño was hired as a dispatcher with the Citrus Heights Police Department. In honor of National Public Safety and Telecommunicators Week, held in April each year, The Sentinel spoke with Briseño about what it’s like to be a 911 dispatcher.

“God equips certain people for certain things,” Briseño said in an interview, adding that working in law enforcement in some capacity had always been her desire since she graduated high school. At 18 though, Briseño acknowledged, she wasn’t ready to handle the stress that 911 dispatchers regularly endure.

Her responsibilities involve more than taking 911 calls, Briseño explained. Working as a floor dispatcher, she handles both 911 calls and radio traffic between officers in the field and headquarters. Part of her responsibility is to ensure she knows where police officers are located at all times and to inform officers of any subjects who have prior histories with the department.

“My primary focus is to make sure my officers come home every night,” Briseño said, adding that it’s important to know where officers are so that she knows where to send help if necessary.

Briseño acknowledged that taking emergency calls can be stressful, and sometimes people can turn to unhealthy coping mechanisms. For her, taking calls where small children and the elderly are involved in emergency situations can be especially challenging. Briseño credits her strong prayer life and faith in God for helping her during and after difficult on-the-job incidents.

Briseño also said the department has police chaplains regularly available, as well as internal peer support teams. Employees have access to therapists at no cost, and a new “wellness center” has been established within the department where employees can relax if they are distressed during work.

The smaller size of the Citrus Heights department aids in creating a more cohesive family-like atmosphere Briseño said, adding that she knows everyone in the department “from the chief to the janitor.”

Aside from the burden of handling emergency incidents daily, Briseño said 911 dispatchers have a hectic schedule because the dispatch center must remain open 24 hours a day. Dispatcher shifts are 12 hours long, and employees can be assigned nights, weekends, and holidays. Her family and friends have always been supportive and understanding of her work schedule, Briseño said.

Outside of work, Briseño is involved with multiple local nonprofits and participates in community outreaches with the Sayonara Youth Center, 911 for Kids, and the Citrus Heights Police Activities League. Briseño said she regularly brings her 9-year-old son along when she attends community service events.

Related: Sayonara Center adapts to help youth, families during pandemic – Citrus Heights Sentinel

“Every day is different. It’s a new day, a new shift. I get a chance to help people on their worst day,” Briseño said, calling her job “truly rewarding.”

Briseño said she loves her job and plans to continue working with the Citrus Heights police so she can be there for those in the community where she grew up.

National Public Safety and Telecommunicators Week occurs annually from April 14 through April 20 and was initially established in 1981 by Patricia Anderson of the Contra Costa County Sheriff’s Office in California. The week honors telecommunicators who work in police and fire safety.

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