MADERA, Calif. – During National Public Safety Telecommunicators Week, celebrated annually during the second week of April, the attention shifts to the behind‑the‑scenes teams that ensure patients get the care they need, when they need it.
At Valley Children’s, a 12‑member dispatcher team based at the Madera hospital campus serves as a central hub for patient movement and critical care coordination between the hospital and referring facilities. While their work may not always be visible, their role is essential to the hospital’s mission of providing specialized pediatric care across the region.
“Much of this work occurs behind the scenes, yet it makes a life‑saving difference for patients every day,” said Laura Cooper, transport manager at Valley Children’s.
Valley Children’s dispatchers support all inpatient and Emergency Department referrals and often serve as the first point of contact for outside hospitals seeking pediatric expertise – answering calls, gathering information and quickly connecting teams with the right specialists. The team fields upwards of 10,000 internal and external calls every month.
“In many ways, we are the face of the hospital, and that makes it essential that we provide exceptional customer service in every interaction,” said Robyn McWherter, who has served as a dispatcher for 19 years.
A key part of the job is coordinating NICU and PICU critical care transport teams for both emergency and scheduled patient transfers. Dispatchers manage communication and logistics, serving as the link between transport teams in the field and care teams at the hospital to ensure seamless care.
“Daily, we have the privilege of sending out some of the biggest heroes in the Central Valley to save lives, and that reminds me that the job I do has purpose for the communities that we serve and love,” McWherter said.
Dispatchers also coordinate trauma referrals, telemedicine consultations, extracorporeal life support (ECLS) status updates and patient movement within the hospital when care needs change. They track Air George – Valley Children’s medical helicopter with more than 13,100 transports since 2000 – and monitor inbound aircraft and external 911 transports to help ensure patients arrive safely and on time.
The impact of their work is often unseen, but it plays a vital role in patient care – and it’s deeply meaningful to the team members themselves.
“As a mother who has experienced the loss of my first child and nearly lost my second, this work is deeply personal to me,” said Silvina Figueroa, dispatcher at Valley Children’s. “My family has relied on Valley Children’s services, and my son has always received exceptional care. Being able to give back and play a role in that same system, one that supports families during their most critical moments, is both meaningful and empowering.”
“There is a deep sense of pride in this work,” said Anthony Cruz, another member of the dispatch team at Valley Children’s. “That pride comes from knowing that behind every call is a child and a family depending on us, and that our coordination directly contributes to life-saving care. Even though we may not be at the bedside, we are an essential part of the care team – ensuring that every mission begins with clarity, urgency, and purpose.”
Much of the dispatcher team’s work happens out of sight, but it is essential to Valley Children’s ability to deliver timely, coordinated and specialized pediatric care.
“It is both a responsibility and an honor to serve in a role where every decision matters and every second counts,” Cruz added.
To learn more about transport services at Valley Children’s, click here.
