Emergency dispatchers process high-stress situations while making split-second decisions that directly affect lives. Yet for many agencies, the facilities that support these people and critical work were not designed to support the realities of the job. For the emergency communications team at Galesburg Knox County 911, that challenge became impossible to ignore.
For years, dispatch operated out of a small, cramped area inside the existing police station. The space no longer reflected how modern emergency communication centers function. Located deep within the building, the space had no access to natural daylight and sat adjacent to busy police department operations, creating constant distraction. There were no dedicated spaces to step away after a difficult call, collaborate with coworkers or decompress during a demanding shift.
Expanding the existing footprint wasn't a workable solution. Construction within an occupied police station would have been difficult and wouldn't have addressed many of the space’s underlying challenges. Instead, Wold completed a space needs assessment and feasibility study, evaluating options before recommending the adaptive reuse of a portion of the county's former jail. Early planning ultimately led to a design that addressed both immediate operational needs and the long-term experience of dispatchers.
A successful 911 center relies on adequate technology infrastructure and workstation layouts, but a dispatcher’s effectiveness depends on everything surrounding their workstation. Wold designed the new communications center with dispatchers’ wellbeing in mind. It introduces access to natural daylight, warm materials, improved acoustics and a calmer environment to reduce stress.
"It's easy for people to think you only need the space where dispatchers sit and answer calls. Our role is advocating for all of the support spaces that help people do that job successfully." -Government Practice Leader Matt Bickel
Dedicated support spaces were a priority, including a break room, quiet decompression room, locker area and training room. Together, these give staff places to recharge, connect with coworkers and step away when they need a moment to reset. Wold viewed these spaces as essential tools for supporting employee wellness and retention.
The aesthetic finishes intentionally move away from institutional design. Warm, natural materials and calming artwork create a peaceful environment. Each dispatcher now has a modern ergonomic workstation that allows them to personalize their environment through sit-stand functionality, adjustable monitor positioning, task lighting and individual comfort controls like personal fans and heaters. Better spacing between workstations improves acoustics and helps dispatchers communicate more clearly during emergency calls without competing background noise.
These investments in wellness were balanced against the agency’s budget. Because this was an adaptive reuse project, every decision required weighing employee experience with responsible stewardship of public dollars. The goal was to create a space that worked harder for the people using it every day through targeted investments in comfort, functionality and performance.
“Working with the Wold team throughout the planning and development of our new dispatch center was a great experience. They really took the time to understand the unique needs of a 24/7 public safety communications center and worked closely with us to design a facility that supports both our staff and our mission. The new dispatch center has given us a modern, purpose-built workspace that enhances our ability to provide reliable emergency communications and will serve our community well for many years to come.” -Amanda Jennings, 9-1-1 Coordinator/Administrative Support Supervisor, Galesburg/Knox County Public Safety
For emergency communications centers nationwide, recruiting and retaining qualified dispatchers is one of the profession's biggest challenges. Agencies frequently rely on overtime simply to keep positions filled.
Attention to employee wellbeing in challenging roles like these is linked to operational performance. A workplace that supports employees can influence everything from absenteeism and retention to recruitment and willingness to pick up additional shifts. When people feel valued and supported, they're more likely to stay and to recommend that workplace to others. Wold designs public safety facilities with consideration for workflow, efficiency and thoughtfulness for the everyday moments, so the time between emergency calls is planned just as carefully as the technology inside the operations floor.
It would have been easy to solve Knox County's immediate problem by expanding the existing dispatch room. Wold took a more intentional approach, acknowledging the emotional demands of emergency communications and supporting the people carrying that responsibility every day. When dispatchers have the space to focus, recover and perform at their best, the entire community benefits.
Looking to create a healthier, more effective workplace for your emergency communications team? Connect with our experts to start the conversation.
