Overworked AZ Dispatcher on Life Support Post-COVID

A veteran Phoenix 9-1-1 dispatcher back at work after recovering from a six-week battle with COVID-19 is on life-support following a 15-hour shift last month.

Pamela Cooper, who has worked at the dispatch center for 20 years, was working Feb. 26, her first week on duty after recovering from the virus, the Phoenix New Times report. Even though she still was feeling the effects of COVID, she returned to work because she was out of paid leave and is supporting her mother and her husband, whose unemployment benefits have run out.

“She said, 'I got to work to pay the bills,'" Cooper's mom, Shirley Ryan, told the New Times.

Cooper, 49, was only scheduled for a regular 10-hour shift that day, but she was told to work more hours because of the center's understaffing. According to her mother, Cooper tearfully informed her managers that she was having trouble and not feeling well, but she was told she would be written up if she didn't work the extra hours.

The morning following her shift, Cooper collapsed at home when her lungs stopped functioning. Her heart also stopped multiple times, but medics were able to revive her.

Cooper has not regained consciousness since being on life support, and her brain has swollen because of the lack of oxygen.

“They truthfully say it would take a miracle," Ryan told the New Times. "But miracles do happen.”

Ryan says that she believes that her daughter contracted COVID while working at the dispatch center. She also doesn't think the city took enough precautions to protect Cooper, who suffered from asthma.

“I think they just plain flat wore her out," Ryan told the New Times.

“I don't know if I’m more grief-stricken or angry,” she added.

A city spokesperson declined to comment on Cooper because of medical privacy. Last week, officials said they had set up extensive measures to prevent the virus' spread in the dispatch center in the face of understaffing. That included separating out dispatchers between police and fire call centers, alternating work stations, adding plexiglass barriers and offering free testing.

"Unfortunately, not all transmission can be prevented," the city said, according to the New Times. "It’s also important to note that the role of a dispatcher is not one that can be filled quickly. Dispatchers must complete a rigorous training program before they can begin serving the public. These requirements are not altered or eliminated because of the pandemic and or staffing needs."

"In addition to the City Safety guidance on employees cleaning their work stations regularly, the city provided augmented cleaning by contracted staff, including the cleaning of work station touch points twice daily at both dispatch locations," the city added.