This 911 call center never sleeps, fielding about 4,000 calls every day. In 2025 alone, the lines have lit up 2.1 million times.
SAN ANTONIO — When emergencies happen, most of us dial 9-1-1 and wait for help. But before police officers, firefighters or paramedics arrive, a calm voice on the other end of the line is already at work – guiding callers through chaos and gathering the information that can save lives.
Behind every 911 call is a call taker, dispatcher and expeditor, trained professionals making split-second decisions under intense pressure. Inside the emergency communications center at the San Antonio Police Department, the work never stops.
“There’s a lot of multi-tasking. So, that in itself right is heavy,” said Juan Nunez, police communications supervisor with SAPD.
Heavy calls carry heavy consequences.
“96% of calls we answer within 10 seconds,” Nunez said.
That response time surpasses the standard set by the National Emergency Number Association, which calls for 90% of 911 calls to be answered within 10 seconds.
This 911 call center never sleeps, fielding about 4,000 calls every day. In 2025 alone, the lines have lit up 2.1 million times.
Nunez said he always envisioned a career in law enforcement.
“Always wanted to be in law enforcement. As I got older the public safety perspective caught my eye and now I’m here,” he said.
For dispatcher Chavelli Nunez Reyes, the job has become both a calling and a challenge. She has worked in the center for eight years, balancing composure with compassion.
“When I get those calls specifically about just the kids sometimes, especially now becoming a mom when there’s kids that are involved, my heart just goes out,” she said.
Still, she says emotional control is essential.
“I have to create a thick skin. I have to think quickly, know what to say to the officers since I’m the one dispatching the officers to these calls,” Reyes said.
Clear and accurate communication can mean the difference between life and death. Conflicting information from callers can complicate already tense situations.
“For example, let’s say an accident. First caller says it was northbound. The next caller says ‘No it was southbound.’ Where is it?” Reyes said.
Behind the call are hidden heroes, the steady voices answering some of San Antonio’s most difficult moments.
“I try to keep a clear head. I try to keep my heart as level-headed,” Reyes said. “This job isn’t for everybody.”
But for those who do it, every second and every word matters.