Paula Merrell
Safety Communications — Communication Technician 1
In 2019, Akron’s Safety Communications workers answered (159,781) 911 calls and 353,762 total calls in the communication center. On average, they answer (25) 911 calls and 40 non-emergency calls per shift for a total of 65 calls per shift. These unsung heroes are Akron’s first responders in the most literal sense. They are the faceless voices of calm and reason who help people through their most difficult moments.
Paula has been one of these voices for over 30 years now. Any time the phone rings it could range from a pocket dial, a stolen bicycle, a medical emergency, a fire, or something even worse. These technicians are sometimes dealing with people in the most panicked moments of their lives, and those people’s lives are dependent on how quickly and efficiently our technicians react. Thankfully, we have individuals like Paula answering the call to help 24/7/365.
- What does your job entail?
Basically, we answer 911 calls, non-emergency and emergency calls for police, fire, and EMS. We work in 10 hour shifts. My shift is 7am — 5pm. We have a rotating work week so we get every other weekend off. We also work on holidays which most people have off. Someone always has to be here to answer the phones. I’ve been working here since May of 1990.
2. What is your favorite part about your job/working for the city of Akron?
I think my favorite part of my job is that I get to help people. Unfortunately, when people call us, that means they aren’t having a good day but I hope in some way that I can help them and get them the assistance they need. We talk to some people on the worst day of their life and so just being that person to keep them calm and get them the help they need in that moment is so important to me.
3. Do you have a favorite memory of working for the city?
Really, I think my favorite memories are of my coworkers. That’s the first thing that pops into my head. We are a great team and we work very well together. If there is a big incident going on, we might all be getting calls simultaneously about the same thing so we are communicating amongst each other to get all of the correct info and we have to work together in those situations and we do that really effectively.
4. What’s your favorite thing about living in Akron?
I was born and raised in Akron. I’ve lived here all my life. I think what I like most about it is that you get the best of both worlds. It’s a big enough city where there is always plenty to do and see. There are always fun events going on and things to take the grandkids to. But it’s small enough that it still has that hometown feel where it seems like everybody still knows everyone in their community and cares about each other.
5. What is your proudest accomplishment while working for the city?
I think my biggest accomplishment is making it to 30 years! It’s a difficult job. I’ve seen and heard a lot in my 30 years and I’m still here helping people and I think that’s a huge accomplishment.
6. What are some of your hobbies or what do you enjoy doing in your free time?
I love spending time with my family, reading, baking, and listening to music.
7. If you have a particularly difficult shift do you find that you have developed ways to de-stress and not take work home with you since it is a more difficult job?
Yeah sometimes if it’s been a really busy shift or if I’ve had a particularly difficult call like one that involves an injured child or something along those lines, I find I need to decompress from those. That might involve just riding home in silence or going to the gym has also become a good stress reliever for me.
7. Do you have a favorite Akron restaurant/brewery/coffee shop/etc.?
I love Strickland’s and Swensons. At Swensons I get a Galley boy, potato teezers, and a California drink. At Strickland’s, I’d recommend the lemon ice cream!
8. Is there anything you wish people knew about what you do?
I wish they knew that we are the information gatherers. I think sometimes people think we are the ones who are coming out. Also just to know that we are human just like they are. We care about what we do and about the people that we help. We have feelings just like they do.
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Paula’s job is stressful but she handles it with calm and grace. Heroes like Paula are always on duty, always there to answer the call for our residents. And it’s employees and residents like her that make Akron the amazing place that it is. Thank you for 30 years, Paula!