PSAPs’ Finest Honor Roll: Helena Rothenberger, Denver 9-1-1

It has been said that innovation is the art of being able to create something new, or re-arrange something old, in a new way. With so much changing in 9-1-1 there is a high demand for people who can think outside of the box. One such person is Denver 9-1-1’s Helena Rothenberger, who was named last year’s PSAPs’ Finest Innovator of the Year.

The past couple of years have been tough for Denver 9-1-1 and many other emergency communications centers (ECCs) around the world. The perplexing problems posed by staffing shortages have really required ECC staff to think outside of the box.

As Denver 9-1-1’s newest addition to the management team, Helena Rothenberger is no stranger to these challenges. One of the concepts Helena floated to address staffing shortages was the idea of having call takers who could answer non-emergency calls from home. With Director Dameon’s inspiration and encouragement, Helena was curious as to whether this concept could work for Denver 9-1-1. She was thrilled to play a key role in moving the concept forward.

Helena’s expertise in training, policy writing and curriculum building was an asset as she went on autopilot to meet a number of deadlines. Of course, there were a lot of moving parts to designing the program. But with the continued support of Director Dameon and collaboration from the training department, Helena took charge – and the policies, processes, and curriculum for the NECT program began to take shape.

Helena held interviews and a new group of employees were onboarded – and best yet – none of those employees were taken from the floor! Working to get the NECT position up and running was a whirlwind for Helena, and she continues to work toward improving it. With Helena’s help, and many trips back to the drawing board, Denver 9-1-1 was able to create something that other agencies are hoping to emulate.

Recently I had an opportunity to talk to Helena about what she loves most about her work and what being recognized as a recipient of the PSAPs’ Finest Innovator of the Year award has meant to her.

What attracted you to a career in public safety communications?
Helena: I think, like a lot of people, I stumbled into 9-1-1 not really knowing what to expect. Once I began my career in this industry, I really enjoyed the people I worked with and I enjoyed learning how far 9-1-1 really expands beyond just the center.

What is your most memorable career experience?
Helena: For a majority of my career, I worked in the training department. I really enjoyed teaching in a classroom environment and watching students start from a place of not knowing anything about this world, to becoming proficient.

What do you most love about what you do?
Helena: I love the people I work with and the interactions I have with them. I enjoy sharing ideas and brainstorming through processes and coming up with new concepts to implement.

What advice would you have for others thinking about a similar career path?
Helena: As with all jobs, a new career path can be intimidating, and 9-1-1 is no different. Surrounding yourself with a support system is key to success. Be open minded to how vast the world of 9-1-1 is and learn as much as you can. This will allow you to have a lot of doors opened to you so you can continue to thrive and grow in the industry.

What does it mean to be recognized with a PSAP’s Finest Award?
Helena: It was a surprise for sure. I am thankful for the team I worked with to win this award. Without them, this wouldn’t have been possible. To me the award really represents more than just me. It represents the entire team at my center. Everyone put in a lot of work to make this initiative successful.

About the PSAPs’ Finest Awards
Know someone you’d like to nominate for a PSAPs’ Finest award? Nominations for the 2024 PSAPs’ Finest Awards are now open! Winners are recognized in nine categories: Director, Line Supervisor, Technician, Trainer, Telecommunicator, Innovator, PSAP of the Year, Above & Beyond and Lifetime Achievement.

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.