“What Is Your Emergency...”
O ened in late 2021, South Sound 911 (SS911) provides emergency responses across ALL of Pierce County. SS911 has the highest volume of emergency phone traffic in the state, meaning they are the record holder in a number of other superlatives.
64 call-taking stations are arrayed together in a single room, coded lights above stations automatically depicting their status in white, green, blue, amber, and red. As many as a couple dozen stations may be occupied at peak moments, like July 4th. Lakewood is considered a quiet neighborhood. Most stations are call-takers, but there is a small dedicated section for dispatch, the intermediary between the call center and services, should circumstances require.
Half of calls seem to have a mental health issue component and are routed to crisis counselors and resources. Full moon effect does affect calls but there are differing opinions about how. Many of the calls are ‘pocket dials’ owing to a setting in certain phones or if a crash or fall occurs that triggers an autodial. Call-takers may call back depending on that area’s protocol.
But SS911 also has a non-emergency phone number that is monitored as well; 253-287-4455. Non-emergency reports can be filed online at;
https://www2.southsound911.org/onlinereporting/terms.aspx
Many may not be aware that it is also possible to text 911. Various scenarios may warrant this method, like if it is not safe to talk or if a caller is unable to speak.
The center provides a number of other unified services like records, fingerprinting, or weapons permits.
SS911 is an evacuation site. If other local agencies call centers are incapacitated, ALL of them can go to this call center where each agency’s workstation is waiting along one entire wall.
SS911 recruits 4 times a year since the background check is so elaborate and takes months to go from application to training, though the training is paid. The pay and benefits package is astonishing. Most operate on “4 10s” of 4 days of 10 hours each but often will be assigned overtime.
It is largely accepted that the best applicants often were... baristas.
Multi-tasking while maintaining a customer service frame of mind in a high-tempo environment suits being a call-taker. Other comparable prior fields work in restaurants or check-out cashier. Maybe it’s a generational trademark, but everybody here seems to have tattoos. But of course you never notice when people don't have them.
SS911 offers a Community Academy to dip a toe into the vast ocean of emergency response and possible employment. Currently it is a 6-week program held Thursday evenings. For info;
https://southsound911.org/community-relations/education/
One of the recent attendees was Lakewood resident David Rich.
“For me, this experience truly opened my eyes and gave me a much deeper appreciation for everything that happens behind the scenes when an emergency occurs. We often only see the response, but there is so much more that goes on behind the scenes—the communication, coordination, quick decisions, and dedication of the people working to help others in their most difficult moments.
Jessica Kulaas is the Community Relations Coordinator for SS911 and facilitator for the Community Academy.
“My hope for the South Sound 911 Community Academy is that everyone who joins us leaves not only feeling better prepared for an emergency, but also knowing they have caring neighbors and public safety partners by their side. By having conversations, answering questions, and offering a firsthand look at our work, we want each person to understand what happens when they call 911 and see the dedication and compassion behind every response. More than anything, these experiences help us build trust and create lasting relationships with our community. That connection is at the heart of public safety, and it’s what inspires everything we do during the academy.”
Rich’s experience there made a lasting impact on him.
“It made me realize just how much work goes into keeping our communities safe, and how many people play an important role that most of us never get to see. I honestly wish more people would take the opportunity to participate and learn about what goes on at South Sound 911. It gives you a whole new perspective and a greater appreciation for the people who are there every day, answering the call and helping others when they need it most.”