Haywood dispatcher thinks fast to save a life
Kaylin Greene was recognized as the Haywood County Sheriff’s Office October Employee of the Month.
Donated photo
Dispatchers are an often overlooked part of a county’s overall emergency response, but their role is as vital as any other.
This was made clear all across the region during Hurricane Helene, as thousands of 911 calls poured in from people in their most desperate hour. More recently, on Sept. 28, Haywood County Emergency Communicator Kaylin Greene again proved the point by thinking fast with a life on the line to get responders where they needed to go.
Deputies had received a video of a person who was threatening self-harm. Greene began analyzing the background in the video, cross-referencing it with Airbnb listings. And it worked. She coordinated with deputies to quickly identify the exact location of the individual, and a life was saved.
The nomination from Greene’s colleagues noted that her “likely lifesaving” actions weren’t really anything new and praised her for “consistently supporting officers and serving our community with professionalism and compassion.”
“Kaylin demonstrated quick thinking, strong situational awareness, and a deep commitment to saving a life,” said 911 Director Chanda Morgan in a Haywood County Sheriff’s Office press release. “She went above and beyond the scope of her duties, using creativity and determination to support our deputies and protect a member of our community. Her actions truly reflect the professionalism and heart of our emergency communications team.”
“Kaylin’s heroic effort on this day saved a life,” said Sheriff Bill Wilke. “We are proud to work with her every day to keep Haywood County safe.”
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While Greene feels her heroic actions are no different than what any of her colleagues would have done, she told The Smoky Mountain News that she did have a particular advantage in this situation.
“My husband and I travel a lot, and we use Airbnb and VRBO,” she said. “Being familiar with those two websites helped a lot. Then I could figure out how to locate and figure out the possible area.”
The 28-year-old Haywood County native has been on the job for four years now after having worked in the childcare industry before. Now, she works 12-hour shifts with the same core group of three other individuals, answering every 911 call placed in the county. Greene said that when deputies received the video of the individual in distress, everyone in the emergency communications center had a role, and the process was made that much smoother by their strong rapport.
“When you work with someone for that long, you definitely learn everyone’s strengths and weaknesses,” she said.
When the intense call — or in this case video — comes in, dispatchers need to be ready.
“Keep that clear head and understand that this is possibly a life on the line, and then buckle up and use your resources that you have,” Greene said.
Greene enjoys having a job where no two days are alike and said that having a chance to serve is an honor. When someone calls 911, they are in crisis and may not be able communicate clearly. It’s up to dispatchers to extract the vital information to pass along to deputies while also potentially talking callers through difficult scenarios including taking lifesaving measures.
To get recognized for her abilities in that job she cares so much about is validating.
“This means so much to me,” she said. “I love my job and this community, and I’m incredibly thankful for this honor. It reminds me why we do what we do — to make a difference.”
If you or someone you know is struggling with mental health, call or text 988 to connect with the 988 Suicide & Crisis Lifeline for free, confidential, 24/7 support. For immediate life-threatening situations, call 911 or go to the nearest emergency room. You can also visit SAMHSA’s FindTreatment.gov to find treatment facilities or providers, or call SAMHSA’s National Helpline at 800.662.HELP.
