Intrado's Everyday Heroes - the ECRC

Before flashing lights or wailing sirens, there’s always a voice behind the phone, calm, clear, and ready to help. That voice belongs to a 911 telecommunicator.

As we reflect on National Public Safety Telecommunicators Week (NPSTW), which took place earlier this April, we pause to recognize the professionals behind the scenes, the “Everyday Heroes” who serve as the first link in the emergency response chain. At Intrado’s Emergency Call Relay Center (ECRC), these voices answer calls for help from across the country, often under immense pressure, but always with compassion and professionalism.

Two of these everyday heroes—Anthony Heppner and Alie Seifert, exemplify the strength, care, and commitment that define the ECRC team.

Alie Seifert: Carrying the Mission Forward

Some people grow into their careers, others grow up in them. For Alie Seifert, working at Intrado was always a part of her world. With both of her parents employed at the company for over 20 years, the environment of public safety and service was part of her daily life long before she wore a headset of her own.

While she originally planned on becoming a child protective services worker, Alie found her purpose in emergency communications, a space where she could make a difference in people’s lives during their most critical moments. “I’ve always wanted to do something that helps people,” she said. “This job gives me that opportunity every day.”

Now a vital member of the ECRC team, Alie is passionate about both the mission and the people she works alongside. “Everyone in the ECRC should be celebrated every day,” she said. “They’re good people. They work hard. Their work matters.”

She’s also vocal about the misconceptions many have about her role. “People often think we’re just an alarm line,” she explained. “But we’re so much more. We’re 911 call takers. If something happens to your agency or to the phone line, we’re the ones who make sure the call doesn’t go unanswered.”

For Alie, the sense of community among her team is just as important as the work itself. She points to moments like team-building games, everything from movie quote competitions to “Two Truths and a Lie” as reminders that support and connection are key to thriving in a high-stress job. “We’re a tight-knit group, and that makes all the difference,” she said.

Anthony Heppner: A Steady Voice in Unpredictable Moments

Anthony Heppner, a Senior Telecommunicator at the ECRC, has been with Intrado for four years. Before that, he worked as an EMT, an experience that shaped his approach to emergency response and sparked a lasting desire to help people through difficult situations.

Today, Anthony’s day-to-day involves handling dozens of emergency calls per shift, often in high-stress situations. “It could be anywhere from 90 to 110 calls in an 11-hour shift,” he shared. Despite the intensity, he’s known for keeping things light in between calls. “We’re in a stressful environment, but laughs fix a lot.”

Anthony recalls a few calls that have stuck with him over the years. One was a Thanksgiving CPR call where his guidance helped a daughter save her mother’s life. Another involved a satellite call from a Boy Scout leader lost in stormy conditions with six children, Anthony and a colleague pieced together the location with limited information and helped coordinate their safe recovery.

At the end of the day, it’s the impact that keeps him going. “If it’s an emergency to you, then it’s an emergency to me,” he said. “I get to make a difference in someone’s life every day.”

Not Just a Job But A Lifeline

Alie and Anthony are just two of the many voices at Intrado who play a crucial role in the moments that matter most. They and their fellow telecommunicators are the calm during chaos, the steady presence that ensures help gets where it’s needed.

Although NPSTW has come and gone, our gratitude endures. Every 911 call taker is a hero in a headset, and their dedication deserves to be recognized not just for a week, but every single day.

ECRC Team Together

Alie Seifert

Anthony Heppner

Intrado – Always there in an emergency.