BAKERSFIELD, Calif.(KBAK/KBFX) — When someone dials 911, the first few seconds can determine whether law enforcement is dispatched or the call is routed to medical or fire crews.
Kara Douglas, a public safety dispatcher for the California Highway Patrol, said 911 calls come into what she called PSAP, the Public Safety Answering Point, where dispatchers quickly decide how to classify the call.
“When a 9-1-1 call comes in, it comes in to what’s called a PSAP. There’s a level one and a level two. Level one, it’s always law enforcement. So we determine if law enforcement needs to go to the call, if it’s an immediate threat to life or anything criminal. If it’s just strictly medical, fire anything like that, we will then transfer it over,” Douglas said.
Douglas said her first question is always the caller’s location, then she works to determine what kind of help is needed. She said dispatchers focus on whether there is an immediate danger.
“We always ask questions regarding life-threatening situations. So if there’s any weapons, if there’s any injuries,” Douglas said.
Douglas said that when prioritizing calls, it is always life over property. Asked how she handles the stress of the job, she said she approaches it one call at a time and tries to relate to what callers are going through.
“You just have to try to be a little sympathetic and put yourself in their shoes and how would you handle the situation if it were you or your family member,” Douglas said.
The explanation comes as a viral TikTok has prompted some callers to share negative experiences with a 911 operator. Reese Scott said she called 911 three times and described each interaction as unpleasant. She said she believes the same person answered each time because the same phrase was repeated.
“It was the tone of voice and also the phrase ‘ What would you like me to do?’ ” Scott said.
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It remains unclear which agency the operator in the viral TikTok works for. Bakersfield police said the original TikTok video does not specifically mention their department and noted that multiple agencies operate dispatch centers locally. CHP Bakersfield said it is not investigating the incident involving its dispatchers.