Unsung Heroes in Headsets-Celebrating Illinois Tollway Telecommunicators
When drivers run into trouble on the road and call 911 or *999 for help, the first voice they hear usually is one of the Illinois Tollway’s public safety telecommunicators.
As part of National Public Safety Telecommunicators Week, recognized this year from April 14–20, the Illinois Tollway is proud to shine a spotlight on these behind-the-scenes "heroes in headsets" who are always on the job – 24 hours a day, 365 days a year.
“Our public safety telecommunicators are often the first point of contact in an emergency and are essential to our mission of providing safe and efficient travel for our customers,” said Illinois Tollway Executive Director Cassaundra Rouse. “They are calm under pressure, highly trained and deeply committed to ensuring that motorists get the help they need as quickly and safely as possible.”
At the heart of the Tollway’s 24/7 response is the Dispatch Center, where a team of nearly 30 telecommunicators and call takers handle thousands of calls relayed from local 911 centers and *999, the emergency assistance number available to motorists on the Illinois Tollway system and state highways.
Telecommunicators use cutting-edge computer-aided dispatch technologies to track traffic conditions, monitor incidents in real time and coordinate with Roadway Maintenance crews, police, firefighters, paramedics and towing companies to make sure help gets where it’s needed, fast.
Every second counts in the fast-paced world of roadway emergencies, whether it’s a minor fender-bender or a serious medical emergency. With their ability to stay cool and collected under pressure, Illinois Tollway telecommunicators serve as a vital link between the scene of an incident and the necessary resources to address it. Their ability to multitask, think quickly and communicate clearly can make all the difference in a critical moment.
It’s not easy work. The high-pressure demands of the job require skill, stamina and compassion. That’s why the Tollway makes sure every telecommunicator is well prepared with top-tier training, certified by the Association of Public Safety Communications Officials, so they’re ready for anything that comes their way.
Last year alone, the Tollway’s Dispatch Center handled nearly 125,000 calls across the 12 counties the system serves. That’s a lot of drivers who were able to get the help they needed thanks to the voice on the other end of the line.
So, this week – and every week – the Illinois Tollway is proud to recognize its telecommunicators for the critical work they do and the peace of mind they provide to our customers every single day.