Tell Me Exactly What Happened: Dispatches from 911

by Caroline Burau

I’ve helped deliver two babies. I’ve listened to countless child death scenes. I’ve helped save lives. I’ve listened to many more of them just slip away. I’ve watched Saturday Night Live dozens of times, but never once without interruption, and mostly on mute. I’ve depended far too heavily on coffee and Benadryl. I’ve worked with some of the finest, funniest, most caring jerks who’ve ever lived. In her new book, veteran 911 operator Caroline Burau shares her on- the- job experiences at both a single- person call center (complicated by a public walk- up window) and a ground and air ambulance service. Whatever the position, the challenges for a dispatcher never end. Tragedy, boredom, and mind- bending weirdness are constant companions, as her stories― some funny, some odd, some sad― show. A “broken penis,” a case of domestic violence at the walk- up window, a tornado striking a mile away― Caroline Burau handles them all with efficiency, empathy, and humor. But the job is not an easy one. On top of dealing with life-and-death situations every day, Burau is shaken by the suicide of a colleague. She battles stress and burnout, knowing that she is truly helping people. She also realizes that no matter how long she is in the hot seat, listening, waiting, and answering 911, she cannot help everyone. Tell Me Exactly What Happened is one woman’s memoir, but it is also a welcome companion for anyone who has needed relief from a stressful job.

Genres: Nonfiction, Memoir, Medical, Biography, Medicine, Humor

192 pages, Paperback

First published January 1, 2016

About the author

Caroline Burau lives and writes in St. Paul, Minnesota.

Reviews

[Stacee · Rating 4 out of 5]

There is a 911 dispatcher in the family and I've heard a few stories over the years, so when I saw this title, I had to read it.

I loved the short and focused chapters. They were engaging and interesting. The best parts were the bits of dispatch conversations nestled in between chapters.

Lots of heartbreak and lots of snark, I was captivated right from the beginning.

**Huge thanks to Minnesota Historical Society Press and Edelweiss for providing the arc in exchange for an honest review**

[Bunny · Rating 5 out of 5]

Received via Edelweiss in exchange for a fair and unbiased review.

I love books based on someone's work experience. This one especially grabbed my attention because for a little under a year, I was a fire and medical dispatcher for 911. I am a strong person who handled suicides and house fires, heart attacks and fans falling off night stands (don't get me started). But I couldn't handle all the aspects, and it's for the best that I stopped.

So, to start this book and realize how long Caroline Burau worked in the dispatch world is absolutely mind blowing to me. And I'm not surprised in the least that the first chapter introduced her by discussing the insomnia, and the intense depression.

This is a truly fantastic book. I finished it in under two days, and made time to read it because I was so wrapped up in it. I see she's written another book about her experiences, and I need to get my hands on that one, as well.

The stories are short and well told, easily holding your attention without including too much jargon and mumbo-jumbo to where you would get bored. As someone who did the job, I understand the technical aspects, but it's been close to 10 years since I did the work, which means there were a lot of reminders without any confusion.

Caroline's humor is my humor, and I was beyond tickled. Between each chapters there's snippets from real life calls and dispatch life. Most of them are funny, though there was at least one that made my heart skip a beat a little bit. I would've liked clarification on it, but maybe it's for the best that there wasn't.

She also touches on the political aspects of dispatching for first responders. She touches on the police brutality that's come to light since the Ferguson case, and manages to defend the men and women she worked with while discussing the very real problem of "bad cops". If you're looking for a fight, that chapter will give it to you. But I think she handled it with grace and class.

I can't emphasize enough how wonderful this book is. It's a fast read. I don't know that I would call it an easy read, because she is talking to, and about, people on the worst day of their life. But I think it's handled with compassion and humor, and there's a lot to love in this little book.

[Melissa · Rating 5 out of 5]

I bought this book because it's about what I do for a living. The chapters are all just short stories with no real story line, but they all flow together well. I laughed, cried and agreed with things a lot while reading this incredibly accurate portrayal of a 911 dispatcher. I even had to read some out loud to my coworkers because it sounded just like us! Caroline Burau covers just about every call a dispatcher may get during their career. One of her chapters actually helped me with a call I took which involved the death of a child. Caroline is an amazing writer. I highly recommend this book to all 911 dispatchers. It really shows that we are all in this together and doing it because we love it.

[Marika · Rating 3 out of 5]

Who would've thought that a book written by a 911 dispatcher would be humorous? From the head shaking, "tell my kid to go to bed" to the more serious "You know that guy that's been missing for 4 months, well I saw him at the mall. Great sir, which mall and what time? Um, it was about 3 hours ago because I had to finish shopping." Really? Along with the laughter, you'll learn about the very difficult jobs that dispatchers perform....every day.


Note: I received a free review copy of this book and was not compensated for it.

[Daisy Cline · Rating 5 out of 5]

This Book Helped Me

I loved this book and read it in 3 hours. I work as a 911 dispatcher and it was nice to feel understood

[Jennifer · Rating 4 out of 5]

(My second selection for the Read More Minnesota Challenge.)

Interesting - and very human - stories. Super quick read. The author and I also share the same opinion of Dr. Phil.

[Ramses Coly · Rating 5 out of 5]

A look at the world of public safety dispatching

In one of her opening chapters, Caroline Burau writes, “Everyday, I think about quitting this job.” Is it this bad, one might wonder? Tell Me Exactly What Happened takes the reader into the world of 911 centers and relates the author’s experience as a dispatcher at two sites. The job can understandably be frustrating with distressed callers reaching out about serious incidents. But it can apparently also be equally frustrating and test one’s patience due to other types of callers.

Consider this: a taxpayer in the county is complaining about a medical helicopter flying by his house on its way to a nearby hospital.

Aside from learning what it is like to be a call taker or a dispatcher, the reader will find Burau to be a funny writer. For instance, she masterfully describes how she was able to finally take a bathroom break, after being relieved by a police officer at her center at White Bear Lake Police Department… except she didn’t wait for that officer to even arrive.

But joke aside, working at a one-man 911 center is very challenging. Especially when part of your job description is to also field questions from visitors at a walk-in window. So Burau switches from police to ambulance dispatching and starts over at another center, this time with plenty of colleagues around. Will the grass be greener there?

Burau, who was also the author of an earlier book, Answering 911: Life in the Hot Seat (released in 2006), describes personal battles throughout the book, insomnia being one of them.

Burau reveals other demons and shares a little bit of her personal life as well. The reader learns that she suffers from depression, has anxiety, and has an adopted daughter who was once involved in a serious accident. She also mentions her then-husband who was also a dispatcher at another agency at the time of the book’s writing – but interestingly doesn’t re-mention him in the acknowledgement page at the end of the book.

At the end, Burau, who now goes by the name of Hagen, must decide what’s best for her: continue her dedication to the profession or moving on without feeling bad about it.

The book is impressively well written and readers will appreciate the anecdotal diaries at the end of each chapter. Five stars.

[Zev · Rating 5 out of 5]

I do not have a high opinion at all of cops or 911 dispatchers. I called a 911 dispatcher the first year I moved here, having heard gunshots, and she snapped at me. I soon found out the night shift had been overwhelmed with calls about the shots. Still, lady, do -not- snap at people. You jerk. Cops--I live in Seattle. They are not required to be certified in first aid here, know -very- little about mentally ill people, are not encouraged to see shrinks, and have high rates of PTSD. The brutality rates are so high, and fatalities of civilians so high, that police reform has been sought for years. Wondering how I know this? A ballot measure a week ago asked if people wanted to pass a measure -saying- police would get training and requirements in these areas, along with domestic violence de-escalation. As well as all that, I live in a not-great neighborhood. The cops take an hour to show up, despite the local precinct being (checks Google) oh, look at that--eight miles away. People who live here handle things alone, unless it is gunshots.

Against this background, I read this book. To clarify, it doesn't take place in Seattle. The author is such a skilled writer that I actually warmed a bit to 911 dispatchers and even slightly to cops. The author writes with warmth, intelligence and humor. She also wrote about a terrible accident her daughter got into. During this chapter, her writing choices made it seem like she was downplaying her reaction. A few sentences gave away her reactions, though. I don't know either of them, and my heart was breaking anyway. I looked up what the Jaws of Life were and I'm uh, a bit squeamish. I totally flipped out. And then next chapter got me to crack a smile. This was a really interesting read and I learned a lot.

[Leah Andrews · Rating 3 out of 5]

Quick read. It touches on some pretty heavy things, as could be guessed if you read the full title. It's mostly a humorous take on working in emergency response. I appreciate that the author didn't work hard to make herself seem like the best or most heroic person at the job. The writing is a conversational tone. I think this also has some things to say about how workers in this field are treated. I wonder if she would have never burnt out if they staffed enough people so she wouldn't have to work twelve hour shifts and turnarounds. If she had better compensation, was able to take breaks, and had enough time at home, would things be any different? Not everyone can power through a 16 hour shift guiding people through their worst nightmares, but just because some people can does it mean we should make that the job description?

[Meagan · Rating 5 out of 5]

A must read

I've worked in EMS for 3 years and in Dispatch for 5 months but Caroline covered everything in this can't-put-down book. Her stories are real life, sad, happy and addictive. I definitely recommend and will be reading again. I hope to right a book that's as half as good as this once!!!

[Melissa · Rating 3 out of 5]

First of all I respect ALL who are in the medical field. It is a job I could not personally do. I thought the stories and learning about how being a dispatcher was interesting, but at some points it got too repetitive for me. I did finish it though so that says there is enough to keep you wanting to read more.

[Riley K. · Rating 5 out of 5]

Really enjoyed the author's view of being a 911 dispatcher. She shows the reader the good, the bad, and the ugly of that profession. It is nice to see them get the attention that they deserve. I never thought about what they must endure on a shift.

I will recommend this story to others.

[Anya · Rating 4 out of 5]

Good and genuinely funny at times, plus I’m from the same area so I got some of the more niche jokes. Felt a little cop propaganda-y at one point so I’m taking off a star. Otherwise a nice, short read.

[Marci Williams · Rating 5 out of 5]

Loved the book! Very true representation of what it is really like to work in a one person dispatch center for sure!

[Erin · Rating 3 out of 5]

*3.5

[Christina Vandermeer Koch · Rating 4 out of 5]

I enjoyed this book. It was humorous, especially the snippets from 911 calls between each chapter. It was a good insight into life as a 911 dispatcher.

[Michelle Ule · Rating 3 out of 5]

This is exactly what it says it is, stories about life as an emergency medical dispatcher.

Since someone I love is an EMT, this was interesting for me, but may not be for anyone else.

[Lori · Rating 3 out of 5]

This book is based on.true events in minnesota which makes it interestimg.

[Jennifer Melnyk · Rating 5 out of 5]

Another great book by Caroline Burau!

[Sheri Thomson · Rating 4 out of 5]

Every emergency dispatcher loves a book about emergency dispatching because...well...there isn't any.

[Kate Vogl · Rating 5 out of 5]

Well written. A great (and quick) read. Creative inclusion of excerpts of dispatch transcripts. Solid development of story. Check it out!

[Kazen · Rating 3 out of 5]

Your job can warp you. My father was an electrician and is quick to analyze the lighting set up in any restaurant. I was a tour guide in college and can still walk backwards like a pro. (It's a great way to freak out a group of friends.)

Imagine being a 911 operator and listening to people have the worst day of their lives, every day.

"When [Stella] was in her first year, she took a call of a five-year-old girl choking on a grape. 'It was book perfect,' she said, meaning the response was right on. She acted quickly, her responders were on the scene within minutes, and the patient was whisked to the local ER in record time. Yet she died anyway. So until the day her only child went off to college, Stella never let Tristan eat a single grape without first cutting it in half."

Not every call is life and death. There's people wondering about power outages, noise complaints, and every brand of wtf-ery you could imagine. Burau puts snippets of exchanges between chapters to give you a feel for the kinds of people that call.

"Sir, is your friend completely alert?"
"No, but I mean, he's not the brightest guy normally, anyway."

It's a harrowing and interesting job, yet removed from most of the actual life saving. There is only so much you can do on the other end of a phone line, and this book does a good job showing exactly what it's like to sit at the console, warts and all.

The writing is basic but mostly effective. I would have liked the through-line and themes to have been tied together more but it works well enough. What bothered me the most are the times Burau heedlessly runs head first towards something without thinking about the consequences. She agrees to go on a national talk show but she's never watched an episode. This fact is mentioned early and is meant as foreshadowing, I think, but it made me put down the book for a while. "No way is this going to go well." And it didn't. Not horrific, but still. I didn't care for the dread.

I'm sure the author had no control over the cover but it still bothers me - she works at a call center, not in scrubs. And no one uses those paddles any more, they have thin pads they stick on you instead. Burau does spend a lot of time talking people through medical emergencies but it feels a bit dishonest.

If you're in a medical or medically-adjacent field you'll appreciate this insight into a dispatcher's work. If you're a dispatcher yourself you'll enjoy hearing from a sister in arms. I won't be pressing this book into everyone's hands, though.

Thanks to Minnesota Historical Society Press and Edelweiss for providing a review copy.

[Jess · Rating 4 out of 5]

I bought this book at Garrison's Keillor's Common Goods Books in St. Paul earlier this year. I love true crime memoirs and I love local reads, so I was excited to find a relatively short book I could devour in one afternoon. And I didn't even know at the time that the author worked and lived in White Bear Lake, which is the town right next to mine where my dad used to live! I probably see some of the cops who worked in her county every night at my overnight job.

I think this was worth the buy, but it was a little underwhelming overall. I will have to read her first book, Answering 911: Life in the Hot Seat, to get the full effect of her experiences as a 911 call-taker and dispatcher. I'm actually surprised she has two books on the same subject because this one seems like such a deliberate and self-contained memoir. But if it is her second work on the subject, I imagine all the best stories are in the first book...right?

I related to the feelings of burn-out she related so succinctly. Long shifts with no breaks, thankless hours and schedules, too many people breathing down your neck and waiting for you to fuck up...sounds like a nightmare to me. I'm really glad Burau got out of it, because it seemed like it was totally draining her. Despite all the hard times, she knew she was doing a good service, and this makes her good for the job--a job I know I could never do.

I didn't love the attitude towards police officers. She built them up to be what sounded like completely officious, condescending, inappropriate assholes, only to praise them as heroes because they do the hard jobs. The book felt very pro-police, like she was doing her part to defend them, and it just seemed a little forced or shoe-horned in. Maybe it's just because we're in a very anti-LE climate right now. But maybe it's all just starting to feel dated.

This is a good read for an afternoon sitting on the deck. Lot's of short chapters, snappy anecdotes, and snippets of 911 recordings. Worth the not-so-great bits.

[Jessi · Rating 4 out of 5]

A quick read with an enjoyable look behind the scenes of dispatching. I have friends who are dispatchers and it was nice to see behind the curtain (as it were). And this author takes us through some of the highs (delivering babies) as well as the lows (the innumerable deaths) all in a well-edited manner that makes it easy to keep reading.
My two favorite pints were not to slap someone on the back if they're choking and to try to stay on the line with the dispatcher if possible. They're trying to help.

[Tanya · Rating 5 out of 5]

If I could rate Tell Me Exactly What Happened 10 stars, I totally would! I read the whole thing in just two sittings because I couldn’t bring myself to put it down. It’s a perfect mix of funny and heart-wrenching, and I found myself nodding along so many times, thinking, “YES! That’s exactly how it is in our dispatch center!” Caroline Burau really captures the highs and lows of the job. Loved every bit of it!

[Jenn]

a detailed behind the scenes look at what it takes to keep us safe day to day and the scarifies that are made by many to make that happen.

[Sandra Schafbuch · Rating 4 out of 5]

I found this book to be an interesting look in to a job that is so necessary, but really goes unnoticed. A good balance of light-heartedness against seriousness, but by the end was happy that the author was able to move on to a different job as, understandably, had a huge level of burn-out.