by Jake Hard

Like many New Yorkers, Queens native Tina Chiu wakes up to start every day with a cup of coffee.

On Tuesdays, though, that mug of magic elixir has an especially important function. It fuels Tina for her shift as a dispatcher at the Emergency Communication Center for the American Red Cross in Greater New York.

“I knew in a general way how difficult the work was,” she said. “When I saw folks in action I was really impressed. I learned that the Red Cross needed dispatchers, so I wanted to learn more about the role and whether I could handle it.”

Providing intake and triage of emergency management is a high-pressure responsibility, but she is well-prepared to make it happen.

“I think it suits me. I’m more of a behind-the-scenes type of person.”

She’s also learned some skills along the way that allow her to stay calm and focused on a stressful call, such as slowing down your breathing and speaking less quickly. It can be tough to understand the person on the other side of the telephone, both because of technology limitations and because they are experiencing one of the toughest days of their lives at the time of their call.

When Tina settles into her desk for a typical shift, she has no inkling of what calls may be in store. Despite that uncertainty, she keeps a fixed mindset. As she grows into an experienced Red Cross dispatcher, she has developed some lessons to share with newcomers.

“Do the work, listen, learn, ask questions, don’t worry about flubbing up, learn from my mistakes, and keep answering the phone,” she says. “When all else fails, get more coffee.”

After her day of caffeine and caring for others, Tina likes to decompress by finding new places to eat around Queens and getting some quality sleep.

If you want to be like Tina and help neighbors during their time of need, learn more about the Red Cross, our mission and how you can help by visiting redcross.org.