For the powerhouse team that staffs Richmond's 911 center, a holiday is a workday, just with some extra good food. As the second busiest Emergency Communications Center in the Commonwealth, they answer thousands of calls for help each week, a pace that rarely slows even when the rest of the city does. ag

"We're never closed," says Wadiya Pearson, a 9-year veteran of Emergency Communications. "Some things just don't change on the holidays. A crash is a crash, babies are still being delivered. We're not going to do our jobs any different. We might be stuffing turkey in our cheeks between calls, but when a person calls in, they have my undivided attention."

Wadiya found her way to emergency dispatching through a family legacy of service. Her relatives have worked in healthcare, law enforcement, and corrections, and so serving her community through emergency communications felt like a natural fit to her. At the same time, dispatchers need extensive training to take on the massive task of fielding emergency calls.

Wadiya and her teammates learn early on how to ask the right series of questions for any given emergency to make sure each caller receives the right kind of help, whether that's an ambulance, fire department support, or a police dispatch. They also learn important skills for helping the caller stay calm during an emergency or how to take care of themselves as they transition out of a difficult call and into the next.

"Everyone is calling for help, and that's what we want to give them," says Wadiya. "We only want to ask you the questions that are most relevant, and the best thing you can do is to answer the questions as they're being asked. If I need more, I'll ask, but following the order makes it much easier for us to get help to you."

With 9 years of service, Wadiya also notices some trends in calls around the holidays and encourages Richmonders to take some simple steps to protect themselves and loved ones:

• Be aware of your surroundings. Wadiya says the holidays bring increased visitors to our city, and you might be traveling yourself. That means emergency callers don't always know the area or the address where they're staying. 911 dispatchers can pull GPS information, but that can take valuable minutes. "When you get to a new place, think about how you would call for help," Wadiya suggests.
• Remove valuables from your car. With shorter days and more holiday shopping, Wadiya notices an increase in calls about thefts from vehicles. If you've purchased gifts, make sure to remove them from your vehicle when you park for the night.
• Use the roads safely. Increased visitors and shopping traffic can also lead to an increase in crashes. Check out the Vision Zero information below, and make a commitment to safe and healthy Richmond streets today!
• Get that flu shot. Wadiya observes increases in calls for wellness checks and emergency needs for illnesses that have become severe. Stave off serious illness before it begins with your annual flu shot.
• Meal prep responsibly. Whether you're cooking with a gas stove or toying with frying that turkey, cold temps and more cooking can lead to gas leaks or structure fires. If you smell gas in your home, call 911 immediately.

Ultimately, Wadiya wants residents to know that when you call 911, you're reaching someone who cares about you and knows you're experiencing something frightening or hard. "We're part of this city, too, and we're in it with you."

Did you know? In Richmond and some surrounding counties, you can also text 911 if you're in a place where you can't call.