It was before dawn on the morning of November 12, 2023, when the 911 Center “B” shift crew – Shift Supervisor Mary Kitchens, Assistant Shift Supervisor Lance Fowler and Telecommunicators Star Holley and Ryan Crews ¬ began fielding calls about a fire at the NorthPointe Apartment Complex.
The dispatchers took multiple calls from terrified residents trapped by flames and unable to exit their apartments. Many ended up escaping from their balconies. The experienced dispatches quickly assessed the scene, and with calm professionalism, sent out a county-wide page to all fire and rescue agencies within minutes of the first page.
The dispatchers provided life-saving instructions to the callers as well as to the firefighters on the scene to help locate everyone and get them to safety.
It was due to the work and dedication of the dispatch team, as well as the fire and rescue personnel on the ground, that no lives were lost. In all, 12 individuals were rescued, and 18 apartments were impacted by the fire.
Pittsylvania County on Monday, February 5, 2024, honored the work of those four dispatchers – Kitchens, Fowler, Holley and Crews – with a recognition ceremony and plaques.
“It is no doubt that the coordinated effort of “B” shift Supervisor Mary Kitchens, Assistant Shift Supervisor Lance Fowler, Telecommunicator Ryan Crews and Telecommunicator Star Holley while on duty during this large apartment fire maintained a calm and professional tone while dealing with frantic callers that for some, I am sure thought they would not make it out alive. These men and women helped to direct the fire units arriving on scene to the exact location of many of the victims and their families that they were facing an almost certain death,” said 911 Center Manager Ronnie Fowler.
“I can’t express enough how thankful I am that we had no fatalities and those injured were not worse. We are fortunate to have a staff of very dedicated and caring professionals that have truly helped take our agency to one of the best in the area,” said Fowler.
The “B” shift crew, which works from 7 p.m. to 7 a.m., has been together as a team – or family – as they like to call it – since July 2022. While off duty, Administrative Services Coordinator Glenna Caldwell and Telecommunicator Brianna Faison heard the page also pitched in to help.
“I saw the work family coming together and we saved lives,” said Pittsylvania County Board of Supervisor Darrell Dalton.
Board Vice-Chairman and Banister District Supervisor Robert Tucker noted that the NorthPointe Apartments are in his district.
“I want to express my gratitude to the dispatchers and fire and rescue personnel who saved those lives. On behalf of the residents of NorthPointe Apartments and the entire community, thank you,” said Tucker.
Assistant Shift Supervisor Lance Fowler said he’s personally a “firedog” and loves to fight fires, but on that day, “we were where we were supposed to be – as dispatchers. I am thankful to the shift I work with.”