After more than a decade as a fire dispatcher, Jason Molina knows what questions to ask so callers can get the help they need and feel better for getting it.

“The people that we talk to are having the worst days of their lives,” Molina said. “You have to be able to empathize with them.”

Now, during the coronavirus pandemic and National Public Safety Telecommunicator Week, Molina and his fellow dispatchers are being recognized for their lifesaving work behind the scenes.

Originally from Los Angeles, Molina was stationed in Spokane 26 years ago as a member of the Air Force. Molina said he fell in love with the weather and never left.

Once he was out of the military, Molina decided he wanted to continue serving the community as a firefighter, but there weren’t any jobs available.

“Somebody told me that fire dispatch was (hiring), and I figured that would be a good way to get my foot in the door,” Molina said. “Once I got in here, I loved it and decided this is my place. It just kind of found me.”

That first year as a dispatcher was hectic, Molina said. He had to learn the technical aspects of taking a call and the detailed computer system.

He also had to learn how to “not dwell on every single call because every call is sad, unfortunately.”

Molina said his co-workers are often the key to maintaining that separation, along with lots of great training.

“I had mentors and people that would be great to talk to, and they helped me through a lot of it,” Molina said.

One thing people may not know about being a dispatcher, Molina said, is how important “split ear” is.

Split ear is “the ability to have a conversation with the person that’s on the phone that you’ve taken the 911 call and also hear what the room is saying because everybody has calls going on,” Molina said.

It’s important to know if another dispatcher has a different call from the same scene and to listen to the first responders on the radio, Molina said.

Dispatchers normally ask basics like the address of the caller, their phone number and age, and if the person who needs assistance is conscious. During the coronavirus pandemic, they also ask every caller if they’ve had flu-like symptoms so first responders know the appropriate precautions to take when arriving on scene.

“Our very first thing is responder safety,” Molina said.

In the Spokane Regional Emergency Communications center where Molina works alongside police, sheriff and 911 call receivers, things look a bit different these days. People talk on the phone wearing masks, temperatures are taken when walking in the front door, and visitors are limited.

“We still have a job that needs to be done,” Molina said.