911 dispatchers recount taking calls during Merrimack Valley explosions

The first 911 calls placed in Andover during the explosions that rocked the Merrimack Valley last Thursday were heard for the first time exactly a week later.

Andover 911 dispatchers Melissa Kurkjian and Katie Ramos were finishing their shifts last Thrusday when calls suddenly came pouring in.

As dozens of explosions on an over-pressurized gas line sparked fires across the Merrimack Valley, phones in Andover's dispatch center began ringing off the hook.

First, a restaurant fire, then a house fire, followed by a seemingly never-ending stream of distressed callers.

Andover had more than 30 fires across town and not enough fire crews to cover them all as they were happening.

Dispatchers told Boston 25 News the hardest part was explaining to residents whose homes were on fire that they'd have to wait for firefighters who were tied up with other calls.

Multiple agencies from cities and towns all across Massachusetts stepped up to help as the tragedy unfolded. With all that help, all the fires were eventually put out in Andover by nightfall.

"In a place where you’re the lifeline and you’re supposed to have the answers and you don’t have any answers, it’s kind of hard," said Ramos. "You run out of firefighters, you’re sending police officers into these homes - with fires. You’re trying to keep track and make sure everyone you know gets home at the end of the day."

At one point, 12 people were handling the phones at the dispatch center. People coming in for their shifts, off-duty workers and even police officers fielding calls helped out Kurkjian and Ramos handle the high call volume.

"You know you have to stay calm in a situation because what is getting excited gonna do for you?" said Kurkjian.

Residents were not only calling 911 but the police business line as well. A reverse 911 call also went out to residents, where some actually called thinking it was a joke.

Dispatchers' work didn't end there - over the weekend, more calls kept coming in from concerned residents asking questions.

Cox Media Group