Amanda Berlin only worked as a 911 dispatcher for about eight months when one particular call changed everything and earned her the title of bona fide hero.
In April 2016, Amanda was working her usual shift in Tuscola County, Michigan when she received a concerning call from a cell phone. She could clearly hear a man and woman arguing, and the woman screaming — but the call was abruptly dropped. Whoever called was in desperate need of help, but hung up before 911 could trace the location.
Amanda tried calling the number back several times, but no one picked up. She knew exactly what was going on — there was a domestic violence incident taking place, and the woman was unable to safely communicate with Amanda over the phone.
Thinking on her feet, Amanda quickly remembered a new emergency program called Smart911 — just weeks old at the time — that allows dispatchers to send text messages to victims.
Amanda sent a text message to the caller’s phone, asking if she needed help. 30 seconds later, Amanda was surprised yet relieved to get a text back: “Yes, please send help,” it said.
The woman was able to secretly text with Amanda, who then dispatched authorities to the home and arrested her attacker.
Amanda says Smart911 not only allows dispatchers to text victims, but it also lets members register important information and safety profiles before an emergency strikes — like the number of people in the household, floor plans and details about the children in the home.
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