Mercer County 911 Administrator Highlights Citizens Academy, Dispatch Operations During Spectrum Interview

Mercer County 911 Administrator Rachel Williams joined WCSM’s Spectrum program during the Mercer County Fair to discuss the Sheriff’s Office Citizens Academy, the work of local dispatchers and her own path into public safety.

Williams has been with the Mercer County Sheriff’s Office since 2016, but her connection to the office actually began through the Citizens Academy. She said she participated in the program, completed a job shadow with dispatch and quickly became interested in the work. About a month after graduating from the academy, Williams saw a job opening, applied and began her career as a dispatcher.

Williams said she later moved into the 911 administrator position after several years working in dispatch.

During the interview, Williams also said the Mercer County Sheriff’s Office is currently fully staffed for the first time in roughly nine years. The office has approximately 76 to 79 employees working in a variety of areas including patrol, corrections, dispatch, investigations and other divisions.

The Sheriff’s Office is now preparing for its 2026 Citizens Academy. The first session is scheduled for October 13, with applications due by September 11.

Williams said the academy is free for participants, although applicants are subject to a background check. Participants must be at least 18 years old.

The program gives residents a behind-the-scenes look at the different divisions of the Sheriff’s Office. Sessions are generally held two nights a week for two to three hours, with participants learning about different areas of law enforcement and public safety. The academy also includes job-shadowing opportunities and a firearms session.

Williams said the program is not only for people considering careers in law enforcement.

She said the academy gives residents a better understanding of what the Sheriff’s Office does each day and how many different employees and divisions are involved in serving Mercer County.

The conversation also focused on the work of 911 dispatchers.

Williams said dispatch operates 24 hours a day, seven days a week and 365 days a year. Dispatchers handle emergency calls ranging from crashes and medical emergencies to fires and reports of suspicious activity.

She encouraged residents to call 911 when they believe an emergency may be occurring, even if they are uncertain whether the situation qualifies as an emergency.

Williams also reminded residents who accidentally dial 911 not to hang up. Instead, callers should remain on the line and tell the dispatcher the call was accidental so the dispatcher can verify that everyone is safe.

Mercer County also offers text-to-911 service. Williams said a person can enter 911 in the recipient field of a text message and send information directly to dispatch. She said the option can be particularly useful for someone who cannot safely speak on the phone or has difficulty making a voice call.

Williams said her role as 911 administrator includes scheduling, submitting information to the state, reviewing calls for quality assurance and helping ensure dispatchers are following proper procedures.

She also discussed the importance of continued training, saying repeated training helps dispatchers fall back on their experience during difficult or stressful emergency calls.

The Mercer County Sheriff’s Office also has a presence at the Mercer County Fair, where visitors can stop by its booth for giveaways, water and information about the office. McGruff the Crime Dog is also part of the Sheriff’s Office display this year.

Williams said the fair provides another opportunity for deputies and staff members to interact with families and children in the community.

The complete Spectrum interview with Rachel Williams can be heard through WCSM Radio.