On December 23, 2009, a ten year-old boy dialed 911 from Salisbury for his father who had complained of chest pains and trouble breathing. The call was picked up by a cell tower in New Hampshire, and routed to the New Hampshire PSAP(Public safety answering point). After realizing that the caller was in Massachusetts, the New Hampshire dispatcher transferred it to Massachusetts, here to GHQ. Dispatch Supervisor Kilmain took the call, contacted Salisbury, and stayed on the line providing additional information to Salisbury and providing aid to the caller until the ambulance arrived. The child caller fully comprehended the gravity of his father's condition, and it was Kilmain's professional and compassionate interaction that kept the child focused on what to do.
On August 20th, 2008, a five year old child called 911 for her mother who was very sick, unable to stand and barely able to speak. The child did not know her street address, but through 911 ALI-location technology (Automatic Location Identification) , was able to ascertain that the call was in Peabody. After speaking with the child for several minutes, Dispatcher Leigha Genduso calmly asked the child to hand the phone to her mother, who was too weak and short of breath to fully respond. Using the "silent call procedure" to confirm the street address of the caller, Leigha further assisted the Peabody dispatcher in getting help to the correct location. Leigha stayed on the phone with the child, instructing her to open the door for the EMS personnel and assuring the mother that help was indeed on the way.
On December 7th, 2008, a distraught man called 911 threatening to jump off a bridge in Springfield. The man was indeed on the bridge, at the rail, and not visible from the road. Angel was able to use 911 ALI technology to determine the location of the bridge, and stayed on the phone with this distraught man, speaking in Spanish to him, until public safety officials were able to secure this individual from harm. It was because of the direct action by Dispatcher Rodriguez that this individual did not take his own life.
In each instance the professionalism, tenacity and diligence of these communications specialists resulted in the saving of a life. "Their efforts are in keeping with the highest traditions of the Department of State Police....I am proud to be associated with them", said Gary McLaughlin, Director of Dispatch Services.
Among the guests, Secretary of Public Safety Kevin Burke, Colonel Mark Delaney, Lt. Colonel Marion McGovern, Mr. Jack Flynn Chief Administrative Officer and C. Blair Sutherland, Director of Telecommunications for the Department of State Police along with several colleagues and family of the honorees. Congratulations all members of the Dispatch Services Unit.