911 Dispatcher Sandra Gallegos handles challenges every day. For over two decades, Gallegos has supported the people of Porter County as a key piece of the Porter County Government.
“I started in this field 27 years ago,” said Gallegos. “I was searching for a job that could be long-term with benefits. I also wanted something that put me where the action was without actually putting me in danger.”
911 dispatchers like Gallegos have very demanding days, but she knows it’s worth it. Supporting callers who are dealing with life and death situations is part of why Gallegos is in the field.
“We are the first responders,” said Gallegos. “We are the start of the process, and I am proud of what I do. We make sure every caller is getting the best service on possibly their worst day.”
In the span of her career as a dispatcher, Gallegos has taken thousands of calls, but a few stand out among the rest.
“There are some that stay with me for a number of reasons,” she said. “One question people ask us that sometimes we don't want to answer is ‘What was your worst call?’ Can you imagine why we don't want to answer that? I won't talk about that, but instead I will talk about a few calls I have taken that I know I did well with. The first was a few years ago where a caller had lied and said they had shot people at Valparaiso University. Obviously this was not true, thank goodness, so the outcome was good. The second one was more recently – it was the bomb threats at Valparaiso High School. Again, these weren’t true and had good outcomes, but both calls I was told by multiple officers I work with, and even some I don't, that the job was well done.”
A key aspect of being a 911 dispatcher is the training required. Gallegos credits her mentors in the field and the extensive preparation for her success.
“Being a 911 dispatcher, you do not just answer the phones,” said Gallegos. “There is a large amount of training that goes into being a telecommunicator. I learned from the best; I was trained by the best. “We go through a lot of training for this reason, and we keep up with this training every year. It even seems that we learn something everyday!”
Gallegos excels at her job, and because of this, she was recently promoted to shift supervisor.
“I was promoted in June of 2023,” said Gallegos. “Since I started, I have held many roles. I have been an assistant supervisor, training coordinator, and now shift supervisor. “
The role of a shift supervisor is not an easy one, and it is one that Gallegos takes very seriously.
“The best part of the position is that I am entrusted with being responsible for a smooth running shift,” said Gallegos.
Today, Gallegos knows that it's the team that she works with that makes it all happen.
“The people that I work with make it easy for me, and they make me look good,” said Gallegos.
For Gallegos, working on the 911 dispatch team allows her to help her community while also staying behind the scenes.
“The calls can be very challenging,” she said. “It’s the challenge that makes it different every day. I work best under pressure, so that is another reason why I like it.”
Additionally, Gallegos is proud of the crew she works with and the community work the team does.
“I work with some pretty amazing people,” said Gallegos. “Our center participates in different toy and food drives that have always made me proud to say that I work here.”
In addition to being a shift supervisor, Gallegos is also an IDACS coordinator.
“IDACS stands for Indiana Data and Communications System,” said Gallegos. “It is the computer program we use to obtain information or send messages to different law enforcement agencies.”
Gallegos handles this additional responsibility in stride. As the IDACS coordinator, she makes sure all employees and officers are fully trained and certified on the system.
“This can be one of the most stressful jobs; to help cope with that I run/fast walk,” said Gallegos. “I usually sign up for several races yearly to keep myself running.”
Gallegos has completed several marathons and is currently training for a 10-mile race in May.
She also enjoys spending time with her husband, Jared, and her family.
As she gets closer to retirement, Gallegos is thinking about training her replacement.
“I am not sure what is next for me, but I am getting close to where I should be thinking of retirement,” said Gallegos. “When it is time, I will ensure that I leave the center in capable hands.”
To learn more about Porter County’s 911 dispatch center and the Porter County Government, please visit porterco.org.