Working in a 911 call center requires long hours, staying mentally focused and calm while being ready to handle all kinds of difficult calls. The 911 call center is the first line of defense before a physical first responder gets to help. Lisa Kelly is the senior operator with Winston Salem Police Department and said a dispatcher’s job is to help with handling critical situations over the phone until police, fire or medics make it to the scene. Kelly said those precious minutes on the phone many times make all the difference when it comes to saving a life. Kelly said that during a call, they ask several questions to make sure the first responder is safe and all the information is correct before dispatching them to the location. She said the questions are not to anger anyone but to make sure an officer or firefighter can safely get to the location and get there fast.