Dispatcher Helps Deliver Baby Girl Over the Phone in New London
NEW LONDON — A calm, steady voice on the other end of a 911 call made all the difference for one local family welcoming their newest member into the world.
On Saturday, February 7, at approximately 11:05 a.m., Dispatcher Amanda Nichols received an urgent call from a father whose wife had gone into labor at 38.5 weeks pregnant. The couple feared they would not make it to the hospital in time.
For Nichols, the focus was immediate and clear.
“Honestly, it was more of just making sure that the mom was prepared, the dad was prepared, and just hoping that the baby was delivered safely and healthy,” Nichols said. “Making sure that everybody that was involved was calm.”
A mother herself, Nichols said her first instinct was to put herself in the family’s position.
“They’re putting their child and themselves in somebody else’s hands,” she said. “They’re going to want everybody calm and to make sure everything is okay.”
With emergency medical services en route, Nichols relied on both her training and instinct to guide the parents step-by-step through the delivery process. Though dispatchers receive Emergency Medical Dispatch (EMD) training for a range of situations — including childbirth — Nichols said no amount of preparation fully captures the reality of being in the moment.
Remarkably, this was the first time Nichols had ever handled a childbirth call.
“Honestly, it was just pure instinct,” she said.
Thanks to her steady guidance and professionalism, the couple safely delivered a healthy baby girl before EMS arrived.
Department officials praised Nichols for her exceptional performance, noting that her actions highlight the critical role dispatchers play as essential first responders — providing life-saving assistance long before help arrives on scene.
Nichols, a proud member of AFSCME Council 4 Local 1378, said ongoing training and investment in public safety professionals are vital to ensuring dispatchers are prepared for unpredictable emergencies.
Nichols also credits her union for helping support dispatchers in their work.
“I think the union just backs us with anything that is needed,” she said. “They’re always there for us. They listen to us — whether it’s uniforms, voting, or any type of question that we have. We’ve always been able to go to our union.”
When asked what she would say to someone considering a career in emergency dispatch, Nichols was candid.
“Every day gives you a curveball. You honestly never know what to expect,” she said. “It does take patience. You do have to love what you do. Some days are tougher than others, but I love what I do.
For one New London family, a dispatcher’s calm voice turned a moment of panic into a story they will cherish forever — and a powerful reminder of the vital, often unseen work performed every day by public safety dispatchers across Connecticut.
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