FRESNO, CALIF. — The Fresno Police Department and Fresno County Sheriff’s Office 911 centers have increased their success rates in answering calls within 15 seconds. Despite these improvements, both centers remain below the state mandate to answer 90% of calls within 15 seconds.

The volume of incoming emergency contacts presents a significant operational challenge for local dispatchers. The Fresno Police Department’s 911 center handles over 375,000 emergency calls annually, which averages to approximately 1,000 calls per day. Historical data illustrates the scale of the performance gap, as the Fresno Police Department’s dispatch center answered 63% of 911 calls within 15 seconds in 2022, according to a Fresno Bee analysis of California Governor’s Office of Emergency Services data.

Staffing levels also influence the ability of centers to meet response targets. The Fresno County Sheriff’s Office dispatch center has 12 vacancies in its 49-budgeted dispatch positions, with four trainees, as of 2025, according to Matt Mendes, dispatcher supervisor. Mendes is a supervisor at the Fresno County Sheriff’s Office 911 Communications Center. To address call volume congestion, the Fresno County Sheriff’s Office implemented a policy change in 2025 to reduce call-back requirements for hung-up 911 calls, limiting dispatchers to one callback instead of two, which improved answer rates by reducing queue congestion.

Dispatchers describe the psychological toll of managing high-stakes emergency calls without visual confirmation of the scene. "We have to hear the screams and the cries for help. We have to make up the scenarios in our heads," Matt Mendes said.

He added that the auditory nature of the work creates a distinct burden for personnel. "I do think that we have it tough. We may not see the bodies, but we still have to hear it," he said.

Jaime Fahlsing, the emergency service dispatch manager for the Fresno Police Department, noted the breadth of incidents handled by the center. Fahlsing worked as a dispatcher in Fresno for over 10 years before becoming a supervisor. "Anything you can think of, somebody in here has answered that call," she said.

She described the critical role dispatchers play in the emergency response chain. "There is one dispatcher behind everything. The first, first responders is what we like to say," she said.

Training for new hires in Fresno can take up to a year, and the department provides support for those who struggle with the demands of the profession. "We try to help them through that," she said regarding dispatchers who struggle with the job demands. She noted that some individuals ultimately choose to leave the field. "And we respect that, and then they go find another job," she said regarding dispatchers who leave the profession.

The department has shifted its approach to supporting dispatcher mental health compared to past industry norms. "When I first started in dispatch, it was the same mentality as law enforcement, in general," she said. She explained that the culture has evolved to better account for the nature of the work.

"If you can’t handle it, get out, and that was okay back then. But we’ve changed that as an industry, because the stuff that we’re hearing is not normal," she said.

To support staff wellness, Fresno Police Department dispatchers have access to a confidential wellness center for counseling and related services without supervisor approval. Therapy dogs are brought to the Fresno Police Department 911 Communications Center twice a month. Additionally, a social worker guides debriefing conversations for dispatchers and other personnel involved in critical incidents involving multiple people across the Fresno Police Department.

"Those debriefings, dispatchers attend and get a lot of closure from the events, and you will see some agencies that still do not include their dispatchers in those debriefings," she said. She credited the department for its responsiveness to dispatcher needs. "It’s no fault to them, really. We’ve just been a voice and been asking for it, and our department is really great at recognizing us. They really support dispatch," she said.

Infrastructure upgrades are also underway to improve capacity. Fresno’s new 911 communications center, funded by a $16 million bond, broke ground in July 2025 and is expected to replace the outdated facility, aiming to improve response times and staffing capacity. Burke Farrah is the Deputy Police Chief of the Fresno Police Department. Dispatcher compensation ranges from a base salary of $53,300 annually for entry-level positions to $75,500 for higher ranks, according to Matt Mendes of the Fresno County Sheriff’s Office.