Kate Speidel graduated in 2018 from West Chester University with a degree in psychology, but she was unsure of what job she would be interested in pursuing after school.

As it turned out, Speidel has found a rewarding career as a 9-1-1 telecommunicator with the Chester County Department of Emergency Services (DES) and was recently named a recipient of the Gold Line Telecommunicator Scholarship by the National Emergency Number Association (NENA). The scholarship is awarded to 9-1-1 professionals across the country for their exceptional "hard work, commitment and dedication to public service."

The scholarship provided for Speidel's attendance at, plus a $1,000 travel stipend to, NENA 2023, the group's annual conference and expo held in June in Grapevine, Texas.

Speidel began working as a 9-1-1 telecommunicator as her first job out of college. "I was getting a broad major and seeing where life took me," said Speidel when describing her decision to apply for her position with the DES. "I use (my major) every day. I am working and talking with people on the radio and the phone who are dealing with crisis."

After obtaining the position, Speidel took part in a DES training program, which included three months of classroom training and then being on the floor with another professional. "They don't throw you out there. They have your back until you are ready to be on your own," she said.

As a telecommunicator, Speidel speaks with the person who has dialed 9-1-1, and the dispatcher coordinates emergency personnel in the field, including police, firefighters, rescue workers and ambulance workers. "We have instructions that we read out for medical calls. It helps (callers) help themselves until EMS can arrive," said Speidel, adding, "There are certain calls or days that are more stressful than others."

Speidel noted that 9-1-1 call takers do not know for certain the outcome of the emergency. "Once they get to the hospital, we don't know what goes on with them. We just have to be confident that we got help to them as soon as possible," she shared. "There is a balance between being able to be empathic and resonate with people and also be able to distance yourself from it. It's their worst day, and you need to help them get through it."

"Kate is an excellent example of who people expect to get when they call 9-1-1 in an emergency - someone reassuring, knowledgeable and dependable," said BJ Meadowcroft, Chester County DES deputy director for 9-1-1 operations. "Everyone on the DES team admires Kate's professionalism and cheery demeanor."

Both Speidel and Meadowcroft said that workers at the 9-1-1 center are a tight-knit group, working side by side through times of major emergencies and on holidays. "We consider our workplace professional, but there is a family-like atmosphere," said Meadowcroft. "Our employees bond over their experiences helping people. It gives you a sense of belonging."

"We check in on each other after difficult days and difficult calls," Speidel added. "There is a family atmosphere."