The APCO Young Professionals Committee proudly recognizes Sarah Bates as this quarter’s young professional spotlight.
Sarah is a native of Oklahoma and has served in public safety communications for over thirteen years. Sarah’s PSC career began unexpectedly in 2010 when she applied and was hired for dispatch in Osage County. She spent her first two years falling in love with the field and, in 2012, took an opportunity at the City of Tulsa dispatch center, where she currently serves as the PSC Training Coordinator. In her current role, Sarah is responsible for various training programs and recruitment. In her eleven years at the City of Tulsa dispatch center, Sarah initiated an Onboarding Team, a Recruitment Team, and a CTO program. She is also part of the Tulsa Police Department’s Peer 2 Peer Team and serves as a peer mentor, where she excels in communication, mentoring and employee training. In addition, Sarah has also organized a partnership with Tulsa Technology Center to create a path to dispatch in their criminal justice program, with a goal of creating more interest in public safety communications for high school students.
Like most public safety communicators, Sarah did not intend to work in this field. She previously worked in retail and had plans to become a teacher. After working in the PSC field for a few years, Sarah decided she could see herself working in this profession longer than originally intended. Instead, Sarah earned a Bachelor’s in Homeland Security and a certificate in Emergency Management from Northeastern State University. Sarah believes people join the public safety communications field because of its unique and unparalleled experience that is seldom found in other professions. Sarah says, “The role offers an environment full of excitement and unpredictability yet carries immense gratification in the knowledge that each day you can go home knowing that you were able to help someone in their time of need.” This is a rewarding feeling that Sarah says she has not found anywhere else.
Sarah was immediately drawn to this profession by the fast-paced environment, but her defining moment was an interaction with a distressed mother searching for her missing teenager. Sarah was able to provide reassurance and calming support to the distraught mother and assurance that assistance was underway. While the outcome was worst-case-scenario, Sarah said, “knowing that I assisted her at such a time, even though we didn’t get the answer we hoped for, brought a fulfillment I could never explain.”
As a Training Coordinator, Sarah has many roles but, for the last two years, has spent most of her time teaching at her agency’s law call-taking academies. Six weeks are spent covering the geography of Tulsa, ten codes, call types, CADs and interview skills. Sarah ensures her duties are complete by arriving to work one hour before the academy start time so she can review daily performance evaluations, respond to emails, plan lessons, review training plans and update training material as needed. Sarah says that she has always been intrigued by teaching, and it is the most enjoyable part of her job. When she went through her PSC academy eleven years ago, Sarah had a goal of becoming PSC Training Coordinator since it would combine her two passions: teaching and 9-1-1. Sarah achieved this goal in 2022. “Guiding and supporting new call-takers, instilling my passion for the job in them, is something I deeply enjoy,” Sarah says.
When asked what she hopes to gain from this profession, Sarah said she “believes strongly that training forms the foundation of any emergency communications center,” and her goal is to “establish a highly efficient training program to support our staff in aiding the people of Tulsa in the safest and most effective manner possible.” In five years, Sarah says she envisions herself continuing in her current role but with increased opportunity to realize her goals of establishing an exceptional training program for her center.
It is no secret that the public safety industry, including communications, is often a profession that has not been looked upon for a career path. Sarah’s opinion on this relates to the shift work, pay and benefits, compounded by the emotional weight carried with each emergency call handled by the dispatchers. With the latter, Sarah says, “It’s imperative that every emergency communications center provides mental health support.” One specific resource that Sarah says has been a true lifeline for the City of Tulsa is the partnership with a team of licensed therapists from First Responder Support Services that ensures free therapy is available when needed. In her first year as PSC Training Coordinator, Sarah established a recruitment team that aimed not only at recruiting but also at enhancing community involvement and education. Sarah’s goal is to use various outreach activities focused on connection, aid and interaction with the community that will also showcase the remarkable prospects available within the 9-1-1 industry as a career path.
Sarah contributes to her center by leveraging her determination to support others. She believes many people her age share that quality. Sarah values approaching challenges with creative thinking and maintaining a commitment to constant improvement. In addition, Sarah is honored to be the first guide for her agency’s newest call takers, which is a role that she holds in high regard. She says, “I am committed to providing guidance and support, knowing that my initial input has the impact to shape their journey.” According to Sarah’s nominator, there were 32 openings in PSC when Sarah first became Tulsa’s Training Coordinator; today, there are two openings. Sarah’s primary objective has been to complete her ongoing academies with a goal of achieving full staffing for her center, which is reflected in the 30 positions that have been filled since she became the training coordinator.
The 9-1-1 industry is constantly evolving, which comes with various changes and challenges. “This is an exciting time for the public safety communications industry as we are heading towards Next Generation 9-1-1.” Tulsa PSC is in the process of implementing text-to-9-1-1, which is presenting challenges, but according to Sarah, “we are excited to offer a new service to our citizens that may provide an elevated level of assistance.” Generational changes are also inevitable. Sarah says that different generations perceive strength in varied ways. She continues, “While our generation might not align with the traditional view of strength, we embody a different kind of resilience; we acknowledge the significance of emotional well-being alongside physical health, recognizing that our job performance relies on being emotionally healthy.” Sarah recognizes the need for understanding and respecting generational differences and how it is crucial to show respect to all individuals involved in communications to provide effective service to the community. She deeply respects the wisdom of those she works with who are more experienced than her and highly regards their opinions. For younger professionals entering the dispatch environment, Sarah believes they exhibit a unique set of strengths. She says she has observed these individuals bring a high level of empathy and confidence to the field. They advocate fairness and do not tolerate injustices. Because of this, Sarah says their assertiveness and compassionate nature positively impact the work environment, contributing to effective communication and swift decision-making.
When asked what she would say if she knew her voice would be heard throughout the industry, Sarah responded, “Your daily sacrifices and hard work are sincerely appreciated; your compassion and dedication as a 9-1-1 dispatcher do not go unnoticed. It takes a special person to do what you do, often unseen but so crucial in supporting our citizens and first responders.” Sarah continues, “I understand how difficult it can be, but your unwavering commitment is truly admirable. Thank you for all that you do!”
