09/11/2026
A shout out to all 911 Dispatchers, especially our local City & County 911 Operators -THANK YOU FOR WHAT YOU DO - they are the unseen heroes behind the radio communications but are so important in the very job they do in supporting our 1st responders.
Here is a side of the 9/11 event you seldom hear.
On Sept. 11, 2001, FDNY dispatchers became the lifeline connecting desperate civilians trapped in the World Trade Center, fire companies ascending the towers and commanders struggling to build a picture of an incident unlike anything the department had ever faced.
As calls flooded the communications center, dispatchers managed an impossible balance: gathering critical information, directing resources across New York City and offering reassurance to people they often knew they could not save.
FDNY Assistant Fire Commissioner for Communications (ret.) Steve Gregory — who survived the Towers’ collapse — oversaw the massive logistical response that continued in the hours, days and months after the attacks.
As he reflects on 9/11, 25 years later, Gregory credits the dispatchers working in communications centers across the five boroughs with helping hold the department together during one of the most chaotic days in its history. Their work unfolded far from the public eye but deserves lasting recognition.
What was your main direction to dispatchers during that time?
It was basically: Do what you can, then move to the next call. I had sent one of my chiefs to the Manhattan Communications office, and he was communicating with me, saying, “We’re getting overloaded here.” I told him to have them handle it the best they could, but they couldn’t stay on the phone with callers.
Do you think the general public — or even other department members — realize the trauma the dispatchers faced?
As for the general public, people don’t really know what a dispatcher does until they need help — until they call and realize they’re talking to somebody. Other than that, they don’t know what we do.
“They did a fantastic job.” I said they went beyond fantastic. I don’t know what the next level beyond fantastic is.
They maintained control and composure. If they lose that, everything is out the window. They had to control the operation even though they weren’t at the scene.
