The Gilmer County 911 Center is receiving more calls as the population grows, creating an urgent need to hire additional communication officers.
The 911 Center answers an average of 246 calls per day according to the Gilmer County Sheriff’s Office, including both emergency and nonemergency situations.
Communication officers dispatch deputies, police, fire, EMS and other responding units across the county. Case numbers are then issued to each call that required service.
Case numbers issued for GCSO through 911 increased from 17,555 in 2021, to 25,980 in 2024, according to Sheriff Stacy Nicholson.
“That has been a steady, steep incline since 2020, 2021,” Nicholson explained. “These are the numbers that we look at because that’s our activity. If a case number is issued, that is an absolute activity that a deputy is doing.”
Nicholson, as well as GCSO Captain Frank Copeland, explained that the higher call volume is a direct correlation to more and more people moving to the county and visiting the area.
“When I started here almost 20 years ago, it was pretty quiet in the evenings,” Copeland said. “Things kind of calmed down, and the phone didn’t ring that frequently, but now we get calls all through the night… That’s just part of growing.”
There are currently 13 communication officers who answer calls. With an increase in budgeting, the center is able to add three more positions.
“I appreciate the Board of Commissioners, in a year with a budget deficit, for seeing the need and commitment to keep our 911 Center staffed at an adequate level,” Nicholson noted.
Starting next year, Nicholson said staffing more deputies on patrol will be their goal, to further account for the increase in 911 calls requiring service.
“Organizationally, we have no opinion on the growth of the community,” Nicholson admitted. “Our job is to respond adequately to the growth by expanding dispatch, and see the need to expand patrol down the road.”
The higher call volume and the current amount of staff at the 911 Center can leave communication officers overworked and fatigued, Copeland explained.
“They’ll come in and do it because that’s the kind of people we have,” Copeland said. “They’re going to come in and they’re going to do the job, but after a while, I mean, it just starts to wear.”
That’s another reason why hiring more communication officers is a top priority. The 911 Center’s goal is to have four communication officers working at any given time, instead of operating with three as they are now.
“The more people you have sharing the workload makes it better, and safer [for the citizens and employees],” Copeland added.
Brandan Holman has worked at the 911 Center for six and a half years. He said while some days are harder than others, overall it’s a rewarding job.
“You get the opportunity to help in a [way] that people don’t normally think of,” Holman said. “[People] call 911 knowing they need help, but a lot of times they don’t know exactly what they need. We help bridge that and send them the resources they need.”
2025 marks Donavie Laney’s 20th year answering 911 calls in Gilmer. She explained that communication officers on the same shift work closely together, and develop a strong bond.
“I can guarantee the people in here know more about me than some of my family members do, and same thing for the ones on the road,” Laney said.
Communication officers either work from 7 a.m. to 7 p.m., or from 7 p.m. to 7 a.m.. That typically corresponds with specific deputies and other first responder’s shifts as well.
When asked about the relationship between deputies and communication officers, Nicholson said, “They become very close because they realize that sometimes their only lifeline [in emergency situations] is the dispatcher.”
The starting salary for the position is $44,928 a year, with benefits. To be a communication officer, you must be at least 18 years old, a high school graduate and have a valid driver’s license. No prior experience is required.
“Anyone is welcome to apply, we are going to train them to do the job,” Copeland said.
People interested in applying can come by the 911 Center located in the Gilmer County Courthouse. That’s where they can pick up an application and background check packet.