Montgomery’s Emergency Call Center Gains Momentum with New Hires

MONTGOMERY, AL — The phones at the Montgomery’s Emergency Communications Center rings with urgency every day- calls about car crashes, medical emergencies, fires, and other crises, not to mention the countless non-emergency calls for service.

Hiring classes were launched in January, April, and July- reflecting a steady effort to build and retain a team that can handle the demands of 24/7 emergency services. The Emergency Communications team now includes 5 police/fire dispatchers, 15 operators, 5 supervisors, a training manager, and a center manager.

As of today, there are 2 dispatchers and 7 operators who began their first day of training. But filling these positions is only the first step.

Before taking calls on their own, every new hire must complete a rigorous 4-to-8-week classroom training program. The course covers everything from technical systems and communication protocols to mental preparedness for the emotional weight of the job. Not everyone makes it through.

“It’s a difficult and high-pressure job, but it’s one of the most vital services we provide,” said Mayor Steven L. Reed. “We’re proud of every individual who steps up to serve the people of Montgomery in this way. The momentum we’re seeing is encouraging, and we will keep working to find and support the right people for this crucial work."

While the job is demanding and often emotionally challenging, it requires a unique level of mental resilience. It’s not uncommon for new hires to decide during training that the role isn't the right fit—not due to a lack of skill or commitment, but because it takes a special kind of person to face the most difficult emergency calls day in and day out. The Emergency Communications team remains committed to building a strong, capable workforce to ensure Montgomery residents receive the service and care they deserve.