Bethel Park Police Department’s Dispatch Team…the Unsung Heroes of Our Community

Every day when Bethel Park Police Department’s (BPPD) Dispatch Team begins their shift, they never know what to expect.

“They can handle anything from a barking dog complaint to an armed domestic dispute,” said BPPD Operations Lieutenant Sean McGrail who’s been a police officer for 25 years and with the Department since 2006. “Someone is on the job in Dispatch 24 hours a day/7 days a week. They take all 911 or 412-833-2000 emergency calls and dispatch police or fire as needed.”

Bethel Park’s Communications Officers (dispatchers) include Anna  Stelitano, Samantha Coughlin, Kim McLaughlin, Kayleigh Janda, and Craig Rice. 

Each is part of the International Association of Public Safety Communicators (APCO) where they receive certification for their positions and participate in ongoing continuing education each year; after two years, they recertify. They also become Commonwealth Law Enforcement Assistance Network (CLEAN) Certified and National Crime Information Center (NCIC) certified to enable them to run driver’s licenses and search for warrants among other things. They also receive 3-4 months of hands-on training with a trained dispatcher.

“We have an APCO certified instructor with us – Samantha Coughlin,” said Lt. McGrail. “She does the majority of training in the Dispatch Center and from there, we move the new dispatcher to a different shift so that they can experience different types of calls that happen on the various shifts.”

Of all the skills needed for the job, Lt. McGrail said the most important is ‘multitasking.”

“These individuals are phenomenal multitaskers handling phone calls, answering the radio, assisting officers, and actively listening all at the same time many times,” he said. “They make quick decisions to get people the help they need as soon as possible. They multitask and compartmentalize and it’s impressive to watch as things get busy…it’s like an art form!”

With the job of an emergency dispatcher having been rated one of the most stressful in America, Lt. McGrail said he’s worked in the dispatch center in the past when he was a Patrol Sergeant and Patrolman and is amazed at what the dispatchers in his department do and how they are able to keep calm and focused.

“Recently we had terrible storms, and the phone rang nonstop for over an hour; they kept their calm, assisted each caller and didn’t shut down,” he said. “I don’t know how they do it, but they do it exceptionally well! Communication here is so important and we try to treat everyone well and help them as much as possible.”

Lt. McGrail also mentioned the support of Officers Andrew Volchko and Ryan Elliott  as well as Becky Jones and Tara Eastman (prior dispatchers experience – Jones with 20 years and Eastman with 25 years) who are all still part of the Dispatch Team helping as needed.

“Becky and Tara fill in as needed once or twice a month, and Officers Volchko and Elliott do as well. In fact, when we were going through a staffing transition where Becky and Tara moved to other positions within our department, Officer Volchko was instrumental in getting those shifts covered while we were shorthanded,” said Lt. McGrail. 

Recently during National Public Safety Telecommunicators Week, Jones coordinated a week of festivities to acknowledge all of the Communications Officers including special decorations, gifts, signs with appreciative messages, and a lunch.

“We’re very fortunate to have the individuals we do here who are incredible. It’s not an easy job and I feel it’s very underappreciated. It’s a hard job to do and all of our dispatchers are awesome at it,” said McGrail.

McLaughlin has worked as a dispatcher for 26 years and been with the BPPD since April 2022; Coughlin has been a dispatcher for 16 years and been with the BPPD since March 2016; Stelitano was a dispatcher for 17 years and has been with Bethel Park since June 2023; Rice has been a dispatcher for 3 years and started with BPPD in December 2024; and Janda worked as a dispatcher for 4 years and was hired by the BPPD in February 2025.

Lt. McGrail is also extremely busy as he’s not only in charge of the Communications Officers, but also 30 police officers within the department. 

“I’m grateful that I have the wonderful people to work with that I do,” he said. “Their dedication to the Bethel Park Police Department is displayed daily and is paramount to the public safety of the community they serve.”

Pictured (l-r): Communications Officer Sam Coughlin, Communications Officer Kayleigh Janda, Patrolman Andrew Volchko, Records Administrator Tara Eastman, Patrolman Ryan Elliott, Communications Officer Kim McLaughlin, Administrative Assistant Rebecca Jones, Sergeant Keith Jones, and Operations Lieutenant Sean McGrail. Missing from photo: Communications Officer Anna Stelitano and Communications Officer Craig Rice.