NEWPORT NEWS, Va. (WAVY) — Newport News 911 dispatchers answered more than 340,000 calls for service last year, and on top of that record call volume, they’re about a dozen dispatchers short of being fully staffed.

That’s up about 18,000 from 2022 and it’s nearly 100,000 more than what they answered just two years ago, in 2021. They say with this increasing call volume, they’re hoping more people will come out and join their team.

“I just love being able to assist people when they’re having a hard time, being a citizen of Newport News all my life, it feels like my way of giving back to the community,” said Public Safety Supervisor Evan Augustus.

Augustus said he’s answered some tough calls in his time here in the 911 Center.

“The first call I ever took I had a suicidal person end his life on the phone, which is very hard but you have to keep going,” Augustus said. “Even when you are dealing with those critical calls, you still have to get ready for the next one.”

Augustus is of 42 staff members in Newport News answering 911 calls.

A fully-staffed Newport News 911 center would have 54 dispatchers, but they’re able to hire 10 more than that for people who may be out on leave.

Newport News Police Chief Steve Drew said when tensions are high, they’re the calm voice on the other end of the line.

“When you get some of those high priority calls — I can’t find my son or daughter, I can’t find my grandfather, my grandmother, I’ve been in a horrible accident, there’s someone knocking at my door, I think there’s someone trying to break in — when tensions elevate by everything that they’re dealing with, I just think they do amazing work,” Drew said.

For all of 2023, Newport News answered 340,301 calls for service, which includes police, fire and medical. Police made up the majority of those calls with 211,348.

In 2022, Newport News answered 330,384 calls for service. They answered 248,653 in 2021.

Their numbers for 2023 police calls are rivaling the city of Norfolk, despite having about 150 fewer officers on staff.

“It’s not like it is on TV,” Drew said. “It’s not sit back, I’m in a nice room, things are slow. I mean, things are moving, Newport News is a good-sized city.”

Drew said he believes being a dispatcher is one of the most challenging professions in law enforcement.

“I do believe they are first responders,” Drew said. “They pick up the phone and are assessing a situation, one that they can’t see, but one that they hear, so what they hear in the background, … the conversation, the noises that you’re trying to piece together. Well, that’s going on, right, on the audio side of things. And then they’re typing in to try to send information to fire, rescue, police, whatever it might be, what the situation is.”

Drew said he knows it’s a tough job to recruit for — so they’ve made some adjustments to shifts. Dispatchers in Newport News only work 10 hour shifts instead of 12, like neighboring cities, and their benefits kick in right after they start.

Augustus said being a dispatcher is way more than picking up the phone, you’re giving that person a hand.

“You’re giving them help, you’re rendering aid, so even if it feels like you may not be, you’re doing that,” Augustus said.

Newport News has a hiring event coming up on Feb. 10 for officers and dispatchers.

Right now they’re about 40 officers short, but you can apply right now by clicking here.