With the words “911 what’s your emergency,” an emergency dispatcher offers reassurance to a call for help.

Emergency 911 dispatchers play a critical and oftentimes overlooked role in every community. These highly trained professionals are the first point of contact for people faced with critical emergencies, whether it’s an accident, fire, criminal activity or the recent storms that caused serious flooding. They serve as the vital link between citizens and emergency responders — the skilled, calm and composed voices for callers experiencing fear, stress, anxiety or anger.

A new survey by the National Emergency Number Association polled more than 800 emergency call center dispatchers from around the country, including Massachusetts. It found that many dispatchers are experiencing high levels of stress and burnout as a result of a dramatic increase in call volume especially from those experiencing a mental health crisis. Respondents also  reported that they felt underappreciated by their community which has led to low morale. They also are struggling with long work hours due to a shortage of dispatch personnel which mirrors the shortage of police officers, EMTs and paramedics facing Massachusetts and the rest of the country.

In high pressure situations, dispatchers must remain focused and manage multiple calls simultaneously, prioritizing emergencies based on severity and available resources. Their ability to stay composed under extreme stress is invaluable, as it helps coordinate emergency resources effectively, often times making the difference between life and death. This level of professionalism was on display during the torrential rain that hit the region where dispatchers were inundated with calls for help while dispatching police and fire units to assist with flooded roads, businesses, homes and water rescues.

Whether it’s a neighborhood dispute, suicidal teenager, woman in labor on the side of the road, an active shooter in a shopping mall, building fire or infant not breathing, our emergency dispatchers are on the front lines, providing pre-arrival instruction to those in need and dispatching emergency responders with updated and critical information. Their work can be life-saving especially in cases where immediate medical attention is required, such as giving a caller instruction on CPR or making a tourniquet to stop major bleeding.

Those in the emergency dispatcher profession are dedicated to public safety. They deserve our appreciation and recognition for their vital work of saving lives and keeping communities safe.

Billerica resident Rick Pozniak is a public relations veteran who teaches communications and crisis response courses at local colleges including Middlesex Community College