JERSEYVILLE, Ill. — The Jersey County Sheriff's Office is calling their dispatchers unsung heroes, after flash flooding hit the bi-state on July 16.
Two dispatchers were working when a wave of calls came rushing in all at once. Two 911 Emergency Telephone Systems Board administration personnel assisted as well. The incoming calls lasted for hours, involving water rescues and fires from lightning.
It happened as there was spotty radio communications and little to no cell service.
Kaitlin Lewis and Megan Ayres are Jersey County natives and have worked by each other's side for five years.
Both are emergency medical dispatchers. The dispatch dynamic duo in Jerseyville handled the lines together last week.
Lewis has been a dispatcher for more than 10 years. Ayres has been doing it for eight.
Lewis said, "We have a routine down, so if I take the call, I’ll start. In the meantime, Megan will dispatch police, fire, or medical personnel, while I go through instructions."
Ayres told 5 On Your Side about their partnership on the 12-hour shift.
"I wouldn't want to work with anyone else because we have that good of chemistry," Ayres shared.
Their companionship helps them through the commotion.
It helped when one of the busiest days hit. Ayres said some days they get one or two calls. This time, it was a stark contrast.
The nonstop calls came rushing in shortly after 11 a.m. on July 16.
"We lost power in our center and everything went downhill from there," Ayres explained.
Flood waters came in swiftly.
Ayres answered a call from a 70-year-old man on Beltrees Road in rural Jersey County.
"He called and said he was stuck in water and water was coming up to his waist and he stated that he could see someone else and the phone got disconnected," she said.
That caller saw 88-year-old Terry Dooley in the water, who sadly died along with his wife, Carolyn Dooley.
Community members said they were a powerhouse philanthropic couple, who lived in Alton and were together for more than 50 years.
As for the 70-year-old caller, he was able to call 911 again.
That's when Lewis responded and stayed on the phone with him for an hour. Ayres directed responders to the scene.
Lewis guided the man to climb out of his sunroof. That 70-year-old survived.
"The level rose above the roof of his car," Sheriff Nick Manns said in a news release. "Those directions likely saved his life."
Lewis explained their emotions are shut off during the time of the calls to help people on the other line.
Mid-shift in the midst of it all, they learned about the couple.
"We didn't know of the female, so when we heard she was in the vehicle... it hit us. We kind of broke down and then you let it out and continue on," Ayres added.
"It’s mixed emotions, it’s a whirlwind of emotions. Sadness, grief and then you're grateful because this man is safe," Lewis shared.
After learning of the news, the women continued working the rest of their shift to continue providing care.
"At the end of the day that’s our job, that’s what we’re here for," Lewis explained. "There will be more emergencies coming in and that’s what we have to do."
Their constant practice came into play.
"We’re technically the first ones on the scene. We are the lifeline between the caller and responding agencies," Lewis shared.
They said calmness in the chaos is critical.
Ayres added, "We have to, if we aren’t calm, the caller is going to get upset and it’ll make things harder."
The two worked together as one to be a lifeline.
Ayres said this difficult experience gave them a different perspective.
"It made us realize we can help these people and getting up every day, there is a purpose," she added.