BUTLER TWP — Mark Bell has fielded so many 911 calls in the last 15 years, they start to blur together.

But some emergency calls at the Butler County dispatch center at the Sunnyview complex in Butler Township are memorable enough to stand out for the 45-year-old township man.

Among recent ones was helping a grandmother deliver her new grandson.

Another was helping police track down three suspects accused of beating a fourth man in a road rage incident in Cranberry Township.

“We kept the callers on the line,” Bell said.

By advising the callers following the suspects to keep a safe distance behind, but close enough to not lose sight, dispatchers enabled police to intercept the alleged perpetrators.

“That was a good call,” Bell said.

He recalled a similar situation in helping police find a robber in Cranberry years ago.

“It’s always nice to hear them say they have them in custody and you know we had something to do with that,” Bell said.

He said the idea is to acquire as much information as possible to improve the safety factor for officers.

“We’re gathering information to pass on to police,” Bell said.

He said if a dispatcher can tip off police about weapons or drugs being on the premises, that increases the odds for a safe resolution to an emergency call.

“Hopefully, they know everything they’re getting into,” Bell said.

Steve Bicehouse, director of county emergency services, said Bell and his colleagues do provide that assistance.

“Our dispatchers do an excellent job gathering information,” Bicehouse said.

Bell said along with collecting essential information, dispatchers often have to allay people’s panic.

“Trying to get people calmed down is half the battle,” he said.

Bell said many people don’t realize one dispatcher is asking them questions while another is sending emergency services to the location.

He said callers become agitated having to answer questions and yell at the dispatcher to just send help.

“It’s already done,” Bell said. “The caller doesn’t know that.”

He stressed the dispatcher’s job is to help people during emergencies.

Bell said it’s up to the respective police department whether they respond to a 911 call — the dispatcher’s job is to forward the information not make the decision to respond or not.

He said an exception is made when a person is clearly not calling about an emergency, such as asking for a phone number about a non-emergency matter.

Bell estimated the dispatch center receives 250,000 911 calls about 96,000 events annually.

He said an accident on Interstate 79 could result in 20 calls to 911.

On an average day, a dispatcher answers 70 to 90 calls.

Bell said no matter how many 911 calls come in, a dispatcher must maintain composure.

“It’s hard at times,” he said.

The county has 18 full-time and 12 part-time dispatchers.

Depending on the time of day, there are three to five dispatchers on each shift.

The dispatchers break down categories of calls. One handles police while another fields fire and EMS, the latter of which can be broken down further.

Bell said a dispatcher won’t automatically jump into an event to help out the primary dispatcher handling the call because it would create confusion.

However, a dispatcher may ask for assistance if needed.

Bicehouse said when there is advance warning about an event, such as a major storm, extra dispatchers are scheduled to work.

To become a dispatcher, a person must have a background in other police, fire or EMS work.

After 60 to 80 hours of training, an individual becomes state-certified.

If hired by the county, a dispatcher undergoes more training for an average of six months.

“There’s a significant time investment in people,” Bicehouse said.

Under the terms of a union contract, new dispatchers must be hired as part-timers. When a full-time post opens up, seniority determines which part-timer is offered that job.

Bicehouse said a person must possess one quality the training doesn’t endow.

“You have to have a calm demeanor,” he said.

A trait Bell possesses according to April McMasters, the Allegheny Township woman Bell helped to deliver her new grandson, Maddex.

Beginning Monday, Bell is now ensuring all dispatchers adhere to a consistent standard. He was appointed to the new post of quality assurance coordinator.