Public Safety Telecommunications Week: An inside look at Wicomico County’s 911 service center

WICOMICO CO., Md. – This week marks Public Safety Telecommunications week.

WMDT got an inside look at Wicomico County’s 911 service center and learned more about how those specialists help our community.

“We’re trying to make sure we’re getting the right help in any emergency that someone has,” said Monica Dietz, 911 specialist and training coordinator.

For Dietz, it’s another day of answering phone calls and getting help where it needs to go.

“The questions we’re asking it’s not to slow down any help, I’m not the one actually responding, I’m the one that’s getting help started to them, so being patient with us, just answering all of our questions is actually going to get the help to them faster,” she said.

It’s a job that requires specialists to be on alert 24/7, 365 days a year.

In 2024, the Wicomico County 911 center answered approximately 70,000 911 calls.

Nearly 10,000 of those were for fire services and about 27,000 were for EMS.

“It can go to 0 to 100,” said Chris Hopkins, Deputy Director for Wicomico County’s 911 service center. “There’s times where they’re at idle and other times the full staff is busy answering phone calls, answering radio and dispatching emergencies.”

Becoming a 911 specialist is no easy feat either, trainees go through a minimum of 1,360 hours of training on the job.

“It’s a critical aspect in our community,” said Hopkins. “911 is where people resort to when they have an emergency.”

“We are here 365 days, when everybody is resting or celebrating a holiday, our staff here has to man the phones and the radio to provide help for the citizens of Wicomico County,” he said.

A large sacrifice in order to give the people of Wicomico County the help they need.

A reminder, in case of an emergency, dial 911.

To reach the non-emergency services line of the Wicomico County 911 service center, dial 410-548-4920.