Charlotte’s unsung heroes, the telecommunicators of the city’s Fire Alarm Division, have been duly recognized for their steadfast operations behind the scenes. As per a report by the City of Charlotte, these individuals are pivotal in the city’s emergency response framework, handling more than 207,000 calls last year with unwavering professionalism.
The city recently highlighted four of its telecommunicators – Shelby Smith, Nicole Young, Rhonda Robinson, and Melissa Lounsbury – for their exceptional service. Although being single out for their exemplary conduct, they stand among all telecommunicators who commit to the service of others. According to Charlotte Fire Chief Reginald Johnson, in a statement obtained by the City of Charlotte, their job is “one of the most demanding, emotionally taxing, and technically challenging jobs in our department.”
Despite facing a 6% increase in call volume in 2024, the Fire Communications team managed to answer 99.69% of calls in under 10 seconds, dispatching 92.89% within the crucial first minute. Each call is, on average, processed in just 34 seconds and dispatched in 12, maintaining a tether of resolve and assurance to those in need…