At Intrado, we’re not just connected to public safety through the technology we build — we’re connected through personal experiences. Many of our team members have encountered first responders during some of life’s most difficult and unexpected moments. Whether through emergency calls, personal crises, or even acts of everyday kindness, these encounters left lasting impressions. In honor of Intrado’s First Responder Appreciation Week, we’re sharing stories from employees whose lives were touched by the calm, compassion, and courage of first responders. These moments remind us why we do what we do and why we’re proud to support those who are always there in an emergency.
Dailen Link, Sr. Data Provisioner
I was 15 years old, a sophomore in high school, walking home from school. It was a dry autumn afternoon, leaves crunching with every step. My usual route – through the neighborhood, toward highway 66 – felt automatic, my mind stuck on my upcoming hockey practice.
Then, a screech of tires, a loud slam. A truck had turned in front of a biker coming down the hill. The biker lay sprawled wrong on the asphalt, bike mangled nearby. The driver stumbled out, frantic. I was alone – no other witnesses, just me.
I fumbled my phone, called 911, voice shaking as I described what I had just seen. The operator told me to stay back. Sirens came fast. Paramedics hit the ground running, working on the biker with quiet focus, while firefighters blocked the road. A police officer approached, radio crackling. “You saw it?” he asked, direct. I nodded, words stuck, and he sat me on the curb, asking simple stuff – what I saw, which way the truck was going.
The paramedics tried hard but eventually slowed. One shook their head. I knew the biker was gone. My stomach knotted, eyes fixed on the pavement, the scene looping in my head.
A paramedic crouched by me, gloves off. “Are you okay?” they asked, practical, handing me water, checking if I felt faint. The police officer drove me home, told my mother what had happened, and left his card. That night, I couldn’t sleep, seeing the biker on the asphalt, the stillness. It wasn’t dramatic – just heavy, persistent.
The police officer called me the next day, checking in, saying that it’s normal to feel off, giving me a hotline number. Over two months, he called a few times – short, asking about my sleep, my routine, confirming report details. He wasn’t coddling, just thorough, making sure that I was steady.
That day stuck with me, hitting at random – in class, on the weekends. The officer’s check-ins helped me because I knew that he understood. I had always been a computer person, working with software and programs, but that day shifted me. Watching them work, I wanted to work with software in a way that helped them – dispatch systems, data tools, stuff to make emergencies less chaotic and challenging.
Now, every project I touch is tied back to that day – the biker, the responders’ calm. It’s not meant to be some epic tale. The accident lingers, a quiet echo, but it showed me how to use what I’m good at to back up the people who step up to the plate when things go wrong.
Miki McAdams, Sr. Technical Project Manager
I was in a horrible car wreck several years ago, a class A motorhome hit me going 65MPH as I was stopped at a red light and crushed my car. After coming to, the first thing I saw was a first responder holding my hand and comforting me while everyone else worked on getting me out of the car. I had no clue what had happened, and they were there every step of the way explaining what was happening and going to happen. They helped gather all my personal things that could be saved and got me to the ambulance, even calling my husband at my request since my phone was crushed. He stayed with me until the doctors arrived in my room, and helped pick glass out of my hair and clothing while giving details of the scene/injuries. Later in the evening, that same responder stopped by to check on me and make sure I was ok, that my husband made it there and asked if he could do anything for us. Not many would come back to check in after dropping someone off at the hospital, but he literally was a true blessing that day!
Kim Burdett, Manager of Data Provisioning & Maintenance
It was the fall of 1986 in Topeka, KS. My Dad collapsed and was breathing heavy upstairs.
By the time I got upstairs, my Mom had rushed to the phone to call 911. My Mom was crying and so were my little sisters. Paramedics arrived in a very quick manner. I stepped aside as they tried to revive my Dad. One of them must’ve sensed my shock, because without missing a beat, she walked toward me.
“Hey,” she said gently, her voice low and warm. “I’m going to need you to step back a little bit, alright? I know this is hard.”
Her hand rested on my shoulder for a brief moment, as if to ground me, but it wasn’t just the touch—it was her presence.
“I’m sure you’re scared right now,” she continued, her voice never wavering. “But we’re doing everything we can. He’s in good hands.”
I nodded and stepped back, even though I wanted to somehow help.
The next few minutes felt like hours. The paramedics worked tirelessly, and I could see them exchange brief glances and gestures, as they did everything they could to stabilize my Dad. Finally, one of the paramedics advised they were going to transport my Dad to the hospital for further care. The paramedic who had spoken to me earlier was there immediately, putting her hands on my shoulders “Take a seat. You’re going to be okay. We’re here for you. We’re here.”
Her words didn’t fix anything. But they made everything a little more bearable. She didn’t rush me or tell me it would get better soon. Instead, she just let me be, quietly offering support in a way that I needed. I do not remember her name, but in that moment, she wasn’t just a paramedic. She was a presence that helped me find something solid to hold onto. She and the other paramedics made sure my family had the space and time to process everything.
Later that day, my Dad passed at the hospital. But I have never forgotten that paramedic. She was strength in a chaotic moment, her compassion and professionalism creating peace.
Years later, when I think back on that time, I remember her not just as a first responder, but as someone who made an impossible situation a little easier to bear. A stranger who showed up in a very difficult moment of my life and gave comfort.
Stacy Scoles, Technical Project Manager
I received a panicked phone call from my daughter’s cheerleading coach at school. She said that my daughter Maggie had fallen at practice, and they thought she had dislocated her knee and had just called 911. I left the house immediately and rushed to the school. When I arrived at the school there was a fire truck and an ambulance in the parking lot, I rushed to get inside. As I reached the doors, several of the firefighters were coming out and I saw my daughter loaded up onto a stretcher as they were wheeling her out to the ambulance. She was sobbing and visually in a lot of pain. They told me that when they arrived her knee was popped out of its socket and when they loaded onto the stretcher it popped back into place. They highly suggested that she goes to the emergency room and be seen to confirm that it was back in place and everything was ok. They were so nice and calm and helped get her into my car so that we could take her in without going via ambulance. They were so sweet and calming to her (which is tough when dealing with a teenage girl). Once we got her loaded into our car, they told her that the doctors would take great care of her, and they wished her luck.
We proceeded to the hospital where they confirmed that she had in fact dislocated her knee and they put her in a brace to limit mobility and gave her some medicine for the pain. After about 3 months of physical therapy and just taking it easy she is back at cheer and excited to start the new season.
I was really impressed with how calm and comforting the firefighters and EMTs were when I got to the school. They not only helped calm Maggie, but they put me at ease as well with their professionalism and compassion. Their focus was getting her the best care they could, and I am so grateful. Working here at Intrado, I know how important it is to get help in a timely manner. Being in a situation when it is one of my loved ones that needs care right away, I am reminded just how important 911 is and am so grateful to the responders that arrived to help my daughter.
Emily Martinez, 911 Accuracy Coordinator 2
Last summer my daughter was on a hammock with her sister and cousins when it flipped, and she broke her right arm (for the 2nd time). Fire and EMS both showed up to help her. They were so kind and so sweet to her, and to me. They calmed her down and kept us both distracted the entire ride to the hospital. It takes a special person to keep a child calm while they are in pain and in the back of an ambulance, but all the men involved were absolutely AMAZING! I can’t thank the first responders who helped my little girl enough!
Lisa Scott Richards, Database Administrator
My son, Evan, had always wanted to be a firefighter. He had grown up around them; his Uncle Leon had served with Denver Fire for over 30 years and his home was always full of friends from Station 4. Evan loved going to the firehouse with Uncle Leon to help wash the fire trucks and tell jokes with the crew.
At age 23, my son attended Red Rocks Fire Academy and was welcomed aboard Hudson Fire District station 1. I was granted the honor of proudly pinning my son’s badge to his uniform shirt during his official ceremony on April 13, 2015.
It’s been a wonderful experience to meet so many firefighters and their families, to be able to ‘hang out’ at the firehouse and to watch some of their training sessions. I’ve learned so much from the firefighting community and I greatly appreciate all of our first responders who put their lives on the line every day.
Mukesh Denkana, Sr. SQA Analyst
I work as a Software QA Analyst in the Life and Safety Enterprise department at Intrado. Every day, I am proud to help deliver software that supports 911 call centers, emergency responders, and enterprises—work that truly saves lives.
I have seen firsthand the vital role 911 professionals play in our communities. On several occasions, I have had to call 911 for neighbors in need of emergency medical treatment. Each time, the call center agent answered quickly, remaining calm and compassionate while gathering critical information. They stayed on the line with me, providing reassurance and guidance, and relayed all the details to the emergency responders—whether it was EHS, police, or fire—so they could arrive fully prepared. Their professionalism and dedication ensured that help reached my neighbors as fast as possible and made a real difference in those urgent moments.
Witnessing these events reinforced just how meaningful and essential 911 services are. The seamless coordination between call takers and emergency responders is a lifeline during crises, and I am grateful for the unseen heroes who make it possible.
As we celebrate 911 Customer Appreciation, I want to extend my heartfelt thanks to all 911 call center professionals and emergency responders. Your work is the backbone of public safety, and I am honored to contribute, in my own way, to this life-saving mission as part of the Intrado team.
Renee Torres, Sr. Project Coordinator
[annoying beep begins] [annoying beep continues]
We needed a ladder. Sighs.
Not any ladder, but a very long ladder that can reach extremely high vaulted ceiling. Our smoke detector was cozied up in the highest spot of the high corner and continued to scream the battery replacement warning. Tensions were high and this simple task was not going to be easy. Nobody we know owns a ladder that long. We certainly do not.
Google search began and it was discovered that our local fire department does provide these services.
Within an hour, firefighters’ smiles and kindness flowed into our home and we explained our situation with some embarrassment. The battery was changed within a flash, and we were assured it is ok to call when it happens again.
Before exiting, a family photo displayed on our mantle was questioned; “how do you know Jane and Jack? He is my best friend” the firefighter explained. We answered, “Jane is our niece!” We joyfully connected deeply with the crew as they shared their relationship history and stories.
Our family will always be grateful for this fire department, for their willingness to serve us and our community with humble hearts no matter how small the task may be.
Jackie Carter, Technical Project Manager
What the 911 emergency services means to me: The 911 emergency services embody a silent assurance, a comforting backdrop to our daily lives, much like the unspoken vigilance of a parent or guardian. Their presence is a testament to human silence and selflessness, a beacon of hope in moments of dire need.
Though I have never dialed 911 myself, the mere knowledge of its existence fills my days with a sense of security and gratitude. The individuals who serve in these roles are nothing short of remarkable. They are willing to face danger so that we may find safety. Their unwavering commitment is heroic: profoundly impactful, yet often unseen and unsung.
To me, they are like guardian angles, ever vigilant, ready to intervene in times of crisis. When I witness a police car, fire truck or EMS vehicle racing to the scene, sirens blaring, I am reminded of this silent guardianship. I pause, sending a silent prayer for the welfare of all involved, hoping they emerge from their ordeal unscathed and stronger for it.
The 911 emergency services are a crucial lifeline for our society, offering hope and protection.
Cheers to all involved that make 911 emergency services work, not just during customer appreciation week, but always.
These stories reflect more than gratitude—they represent a deep, personal understanding of the vital role first responders play in our communities. We’re proud to serve those who serve others, helping make emergency response faster, smarter, and more effective. To every dispatcher, firefighter, EMT, and police officer: thank you for your service, your strength, and your unwavering commitment to being there when it matters most. We see you. We appreciate you. And we are honored to stand behind you.
Intrado – always there in an emergency.