Telecommunicator Spotlight: Sean Noffke Ready for Anything
Five years ago, when Sean Noffke became a 9-1-1 calltaker for the Seminole County Sheriff’s Department in Sanford, Fla., he never imagined various media outlets and newscasts across the country would repeatedly air his voice. However, that was before the days of the well-known Trayvon Martin/George Zimmerman case, because Noffke, 24, was the 9-1-1 calltaker the evening of that fateful incident.
Originally from Teaneck, N.J., Noffke moved to Florida when he was 2 years old. He attended college for a couple years and studied computer science and information technology even as he considered entering the sports field. While working at a pizza parlor, he learned a co-worker was a dispatcher and was told it was a good job with good pay. Consequently, Noffke decided to apply for a position with the Seminole County Sheriff’s Department, and he landed a job as a 9-1-1 calltaker.
Responsible for taking all 9-1-1 calls, Noffke enters information into the computer so the dispatchers can relay the information to the officers on the street. In addition, Noffke has been a trainer for the past three years. He trains telecommunicators in the skills necessary for calltaking. He conducts one-on-one training and has trainees at his terminal for up to two months at a time. He instructs them to take the time necessary to calm the caller down and advises them not to yell or scream. It’s important to Noffke that his calltakers not have a negative outlook.
When he first started working in the comm center, Noffke received on-the-job classroom training on the computer system, signals, 10-codes and other vital information. He also received training on the floor when he was shown everything he needed to know to be a 9-1-1 calltaker.
Noffke possesses important qualities needed to perform the job effectively. In particular, he has a lot of patience. He is very patient with callers and when training new personnel. “You have to expect people to be stressed. Obviously, there is going to be that stress factor. You always have to be patient with them. If a caller is upset, it’s better to take the extra few seconds and calm them down. We don’t have control. We give advice. We don’t want anyone to get hurt,” Noffke says.
Although he consistently deals with highly stressful situations as a 9-1-1 calltaker, Noffke maintains a calm demeanor. He realizes that when people call 9-1-1, it’s frequently their worst time, and there is a valid reason for their call. It is not uncommon for callers to be so stressed that they don’t remember their own addresses. “I don’t really stress too much about a lot of things. I’m pretty good at talking with people and being able to relate to them. You have to separate from their yelling and screaming,” he says.
To be effective in performing the tasks required by his job, Noffke must type fast on a computer, be accurate in typing words and short statements, and continually multitask. He has to be ready at all times for anything out of the ordinary. “You have to like the job. Your stress management has to be very good,” he says. It’s essential, he believes, to be knowledgeable about geographical surroundings as well as aware of what is going on in the community. Noffke adds that it’s critical to be able to deal with different people and personalities and, in short, be able to handle anything.
Noffke was prepared for the Trayvon Martin/George Zimmerman incident when he received the call. He handled it professionally and calmly. People have asked if he really took the call. “I’ll say yes, that was me,” Noffke says. Others will tease him and tell him that it was a good thing that he took the call. Many personnel in his agency have told him he did a great job.
Unaware of how famous his voice had become on national networks, Noffke returned from a weeklong vacation and was lying in bed when he turned on the television. He heard a voice emanating from the TV that sounded strikingly similar to his own. He then realized it was the 9-1-1 tape being played for the world to hear.
How does Noffke feel about handling such a high-profile case? “This was the first one I had to deal with. I haven’t had anything close to this. I had no idea it would be high profile. I don’t have any issues with how big it has gotten. You never expect it, of course,” he says. His girlfriend, Haley, who he’s been seeing for almost a year, is also a dispatcher and has been supportive.
Noffke makes a point to leave his work at the department. On his drive home, he clears his head and decompresses. His cat, Mimi, is at home awaiting his arrival. Noffke likes to watch sports, and he enjoys attending live games. “I’ve been to quite a few,” Noffke says. He also enjoys spending time with Haley and going out to dinner and watching movies. “I love to travel,” he says. Noffke describes himself as a “night person,” and he works the 6 p.m. – 2 a.m. shift. Reportedly, he has a good sense of humor; “I’ve been told that,” he says.
Aside from the Martin/Zimmerman call, Noffke has had one other standout call that remains unforgettable. He recalls a sexual battery case from approximately a year-and-a-half ago that is embedded in his memory. “I was amazed at how strong the victim was and the information she gave calmly for the situation,” Noffke says.
What enables Noffke to be the effective calltaker that he is? “I had a very strong upbringing and great parents. They taught me to be a good person, and I think that’s helped a lot,” he says. Undoubtedly, this young, professional calltaker will predictably continue to soar in his career.
About the Author
Karen L. Bune serves as an adjunct professor in the Department of Criminal Justice at George Mason University in Fairfax, Va., and Marymount University in Arlington, Va., where she teaches victimology. Bune is a consultant for the Training and Technical Assistance Center for the Office for Victims of Crime and the Office of Juvenile Justice and Delinquency Prevention, U.S. Department of Justice. She is a nationally recognized speaker and trainer on victim issues. She is Board Certified in Traumatic Stress and Domestic Violence and a Fellow of The Academy of Experts in Traumatic Stress and the National Center for Crisis Management. She is a 2009 inductee in the Wakefield High School (Arlington, Va.) Hall of Fame. She received the Chief’s Award 2009 from the Prince George’s County (Md.) police chief. She received a 2011 Recognition of Service certificate from Prince George’s County Executive Rushern Baker. She received a 2011 Official Citation from the Maryland General Assembly congratulating her for extraordinary public service on behalf of domestic violence victims in Prince George’s County and the cause of justice throughout Maryland. She received the 2011 American University Alumni Recognition Award. Bune appears in the 2012 editions of Marquis’ Who’s Who in the World and Who’s Who of American Women.