Kanawha 911 dispatcher marks 30 years on call

CHARLESTON, W.Va. - Kanawha County's emergency dispatch system has undergone many changes over the past three decades, but one thing has remained the same.

Toni Wallace has been at her station.

Wallace, 53, of South Charleston began her career with the Montgomery Police Department in 1977. But in 1981 she moved to the Kanawha County Emergency Dispatch Center in the courthouse.

In the days before the 911 response system, both the county and the city had dispatch units, Wallace said.

"So Toni predates Metro 911," said Carolyn Charnock, executive director of Kanawha County Metro 911.

In 1987, the city and county dispatch units were combined into the first countywide 911 system in the state, and Wallace moved into the new system with a wealth of knowledge under her belt, Charnock said.

"Thirty years is a long time for a dispatcher," Charnock said. "It's a high-stress job."

Monday was Wallace's official anniversary date with the agency. But on Tuesday, dispatchers, along with Charnock and Kanawha County Commission President Kent Carper, took some time to honor Wallace's service with cake and presents.

Carper was instrumental in combining the county and city emergency dispatch systems into Metro 911 when he was director of public safety in Charleston.  

"She (Wallace) is the gold standard when it comes to dispatchers," Carper said. "She's a professional, calming voice during crisis and chaos."

Wallace, who has no plans to retire anytime soon, acknowledged that the job is a very stressful one. She is now a captain with the center and is responsible for supervising 14 employees over a 12-hour shift.

Over the years, the call volume has increased significantly, Wallace said. Nowadays, the Metro 911 Center receives about 1,500 calls a day, Charnock said.

Toni Wallace has been at her station.

Wallace, 53, of South Charleston began her career with the Montgomery Police Department in 1977. But in 1981 she moved to the Kanawha County Emergency Dispatch Center in the courthouse.

In the days before the 911 response system, both the county and the city had dispatch units, Wallace said.

"So Toni predates Metro 911," said Carolyn Charnock, executive director of Kanawha County Metro 911.

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