Teamwork and training help emergency responders and 9-1-1 dispatchers keep their cool and reduce stress when phones lines are busy and they deal with people who are reacting to a crisis, says Wood County, W.Va., dispatcher Randy Shepherd. The county's 9-1-1 director, Randy Lowe, says it is important to have experienced dispatchers and to provide them continuous training, as well to "let them know they are respected for the job they do and we understand the stress they go through."

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