It’s the call you pray you never get: “Someone’s shooting up the school…” … the actual words spoken to a 911 operator during the recent Parkland, Florida school shooting. But as the frightening phenomenon becomes all too common, it’s a …

When people think about 911 dispatchers, they usually think about people with headsets sitting in a high-tech command center, surrounded by blinking lights and big computer screens, calmly and cooly coordinating between callers and emergency responders, then moving on to …