It takes a very special person to be a 911 Telecommunicator. In addition to excellent communication skills, you need to be able to think on your feet. Some would say you even need nerves of steel. Each year NICE’s PSAPs’ Finestawards program recognizes a Telecommunicator of the Year.This year, that distinction went to Cheri Kline, an Emergency Communications Specialist with Aurora911 (Aurora, CO).
Cheri has worked for Aurora911 for over two decades. She goes out of her way to complete trainings, attend conferences, and train new employees, and even seasoned employees who are learning a new position.
During her time in dispatch, Cheri has been a valuable member of multiple committees. She has received a traffic incident management certification, and a roadway incident response safety leadership certificate through the Responder Safety Learning Network. She has completed onsite training at the Center for Domestic Preparedness and completed training to become an acting supervisor for the department.
Cheri is a go to person for other coworkers and a consummate team player! Anytime Cheri is working she makes sure to put her best foot forward and get responders and citizens the help they need. In her two decades of service to Aurora911 (and the Aurora community), Cheri has worked several big incidents, and through it all remained calm and professional.
Recently I had an opportunity to talk to Cheri about what she loves most about her work and what being recognized with a Telecommunicator of the Year Award means to her.
What attracted you to a career in public safety communications? Cheri: I was first attracted to this career in my teens by watching the show “Rescue 911” that was hosted by William Shatner in the 80’s. I remember watching the operators from that show and thinking, “Wow, that’s the coolest thing ever….I’m going to do that someday.”
While it wasn’t my original educational and career path, it’s where I ended up and I really can’t imagine doing anything else.
What is your most memorable career experience? Cheri: I would have to say my most memorable career experience would have to be working as one of the police dispatchers during the Aurora Theatre, Century 16 shooting. To quote a former co-worker, it was a “horrific privilege.” The call dropped just like “any other shooting,” but we quickly realized it was anything but. I truly believe the quick thinking of the dispatchers in the communications center and the quick response of our first responders prevented this event from becoming more of a tragedy than it was.
That night was the catalyst for making me realize this was not just a career, but what I was truly meant to do.
What do you most love about what you do? Cheri: The people! I am lucky to work with some of the most amazing heroes in the world, from those in dispatch, to those out on the road. The people I work with are not only life-long friends, but some I consider family as well.
They laugh at my corny jokes, celebrate my accomplishments and are always there with a smile and kind words during some of my hardest days. They are irreplaceable.
I also have an amazing management team who not only encourage me to think outside the box to come up with new ideas and programs to improve our center, but also ensure I have the equipment and tools to do so.
What advice would you have for others thinking about a similar career path? Cheri: This is an amazing and rewarding career, but it’s not for everyone. This job is one of the best, yet one of the hardest things I’ve ever done. I encourage those who are interested to contact your local agency to see if you can observe prior to applying.
You have to be committed. This job entails so much more than just answering the phone or saying “copy” on the radio.
What does it mean to be recognized with a PSAP’s Finest Award? Cheri: It is such an honor to be recognized in this manner. It’s actually a little difficult to find the right words and a bit overwhelming. There are so many amazing and deserving dispatchers across the country who deserve to be recognized.
I am so thankful for my supervisor, Stephanie Kerns, who took the time to nominate me.
The PSAPs’ Finest awards is an annual recognition program for emergency communications (ECC) professionals. Since its inception, NICE’s PSAPs’ Finest Awards have recognized hundreds of dedicated emergency communications professionals. The program is open to all PSAPs, whether or not they are customers of NICE. An independent judging panel reviews and rates each nomination based on the individual’s or team’s contributions to their agencies and communities.
Questions regarding the PSAPs' Finest Awards can be directed to PSInfo@NICE.com.
