Answering the call
Black Mountain librarian takes on new role in COVID-19 crisis
Fred McCormick
The Valley Echo
April 17, 2020
Members of Buncombe County Taskforce 614, from left to right: Anna Booraem, Melisa Pressley, Alex McKnight, Sarah Gransee and Brandon Altemose. The team, which includes county employees from various departments, was formed to assist emergency dispatchers with higher-than-normal call volume during the COVID-19 pandemic. Courtesy Buncombe County
Melisa Pressley had a lot to process on March 17, as she locked the doors to the Black Mountain - Tyson Public Library in response to the COVID-19 pandemic.
There was a sense of relief, stemming from the comfort of knowing that closing the facility she manages would help slow the spread of the contagion, which was followed closely by the feeling of uncertainty associated with not knowing when it would be safe to return. Then, she turned her focus to filling a role unlike any other in her 15-year career with Buncombe County.
Pressley is one of six county employees assigned to Taskforce 614, which was launched to assist dispatchers in the 911 call center by handling nonemergency calls. The program, which is headed by Alex McKnight, a case manager in the county’s Health and Human Services Department, is an innovative way to address a need during the COVID-19 pandemic, according to Pressley, who is joined on the team by Lake Julian Park Ranger Brandon Altemose and three fellow Buncombe County Public Library employees.
“This task force is a unique response to this crisis,” she said of the program, which is intended to offer relief to the 911 operators experiencing higher-than-normal call volume due to the outbreak. “We’ve been told that no other county is utilizing librarians in this way.”
Supervised by McKnight, who brings his own experience as an emergency dispatcher, the team trained on the county’s Computer-Aided Dispatch (CAD) software, learned dispatch codes and practiced taking calls before going live on March 24.
“They specifically asked for employees who wouldn’t fold under pressure, were tactful and thought that, because of our experience dealing with the public and with sensitive information, librarians would be a good fit,” Pressley said. “It’s an honor to serve my community in this unique way.”
Handmade signs outside of the Black Mountain-Tyson Public Library. Fred McCormick
The name, “Taskforce 614,” is a nod to the Dewey Decimal Classification that includes public medicine, disease prevention and books about health crises.
“Since the majority of us are librarians, we wanted a name that conveyed the spirit of librarians,” Pressley said. “So (the name) made perfect sense.”
On a busy day, the team handles 30 - 40 calls ranging from sick animals to minor crimes to suspected violations of the county’s Stay Home, Stay Safe order.
“Our calls come into the (Buncombe County) sheriff’s nonemergency line,” Pressley said. “Some come in when people call 911 and the dispatcher assesses the need and sends them to our call center.”
The experience has given Pressley a greater appreciation for emergency dispatchers.
“They are heroes, offering calm in tumultuous, and sometimes violent, situations,” she said. “They are dedicated and passionate about their careers, and have been nothing but appreciative and welcoming to the task force.”
While adapting to an unfamiliar role has required “a completely different mindset than library work,” according to Pressley, who embraces the opportunity to continue serving the community while her branch is closed. However, her thoughts often turn to the building she closed a month ago.
“It’s been challenging to visit my empty branch when checking on the book drop,” Pressley said, adding that the library encourages the public to not return items until it reopens and will be waiving late fees associated with those returns. “I miss our patrons, and I worry for those who don’t have much family in the area, and for those that find support and fellowship within our walls.”
That feeling is shared by the four other employees at the branch, she added.
“We miss our community, and we can’t wait to reopen,” Pressley said. “But only when it is safe to do so.”