For Erin Jillson, emergency dispatching isn’t just a job, rather it is a career built on responsibility, teamwork and quiet impact. Raised in New Salem, Massachusetts, Erin has always been someone who prefers staying busy and learning through hands-on experience. Outside of work, she values time spent with family and friends, staying active, hiking and finding balance through both hobbies and downtime. That balance, she notes, is especially important in a profession that demands constant focus and emotional resilience.
Erin’s path into emergency communications began through friends already working in the field. She was hired at a single Emergency Communications Center, where she gained foundational experience and learned the core responsibilities of call taking and dispatch. As her confidence and skill set grew, so did her desire to take on new challenges. That motivation led her to apply to a regional dispatch agency, where she could expand her experience and continue building her career.
Now with five years in dispatch, Erin is clear that this profession was never intended to be a stepping stone. “I was drawn to the responsibility and the impact dispatchers have behind the scenes,” she explains. While dispatch can open doors to other public safety roles, she entered the field with the intention of staying and growing within it. Being the first point of contact during emergencies, and knowing that decisions made in the communications center can influence outcomes in the field, is what continues to make the work meaningful.
Like many dispatchers, Erin emphasizes that there is no such thing as a typical workday. Each shift brings different call types, priorities and challenges. Answering emergency and non-emergency calls, gathering critical information and dispatching appropriate resources requires constant multitasking, attention to detail and clear communication. While the pace and call volume may change, the expectation of accuracy and focus never does.
What Erin enjoys most about the job is the challenge itself. Every shift demands problem-solving and adaptability, and she values the teamwork that develops within the communications center. Working alongside skilled, dependable coworkers and navigating complex situations together is what keeps the work engaging and rewarding.
Looking ahead, Erin sees herself still in emergency communications five years from now, more experienced, taking on greater responsibility and continuing to move forward professionally. While she doesn’t have a specific title in mind, her focus remains on progression, learning and staying engaged in the work.
She is also realistic about the challenges facing the profession. Erin believes there are too few people entering dispatch, especially considering the extensive training required and the high expectations placed on new hires. The steep learning curve, combined with demanding schedules and staffing shortages, can make it difficult for centers to maintain adequate staffing levels. Over time, the pressure of constant focus, exposure to distressing calls, overtime and limited opportunities for growth can lead some dispatchers to leave the field.
To attract and retain younger dispatchers, Erin highlights the importance of competitive pay, visible career paths, strong training programs and consistent support. Knowing there are opportunities beyond the initial role, whether through specialization, added responsibilities or advancement, helps people see a future in the profession.
Within her own center, Erin describes herself as a steady and supportive presence. She strives to be approachable, dependable and consistent, especially during stressful moments. While she isn’t involved in formal development programs, she naturally supports newer dispatchers by answering questions, explaining decision-making processes and checking in when the job feels overwhelming. She believes many younger dispatchers bring similar strengths to the profession, including adaptability, comfort with technology, openness to feedback and a strong sense of teamwork.
Technology, Erin notes, has been one of the most significant changes she’s witnessed in dispatch. Tools like RapidSOS provide valuable real-time data, including improved location information and supplemental caller details. While these advancements enhance situational awareness, they also add complexity to the dispatcher’s role, requiring careful monitoring and verification. As technology continues to evolve, Erin believes ongoing training and adaptability will become even more critical.
When asked what advice she would give to new dispatchers, Erin is honest and reassuring: feeling overwhelmed at the beginning is normal. Confidence comes with exposure, repetition and time, not instant understanding. Asking questions, leaning on coworkers and giving oneself room to grow are all part of the process.
If her voice could reach beyond the communications center, Erin says she would remind people, dispatchers especially, to be kind to themselves. “You can do everything right and still walk away from a call feeling unsettled,” she says. Taking care of yourself, allowing time to reset and recognizing your own value are just as important as taking care of the callers on the other end of the line.
Nominate a young professional that deserves recognition.
