Special to IFN

Iredell County Telecommunicator Mercy Helms has been recognized by the NC 911 Board for her extraordinary actions during an emergency call earlier this year.

The recognition stems from an incident on February 13, when Helms answered a 9-1-1 call involving a one-year-old child experiencing an active seizure. While Helms immediately initiated standard medical instructions, she recognized that the mother on the line was becoming overwhelmed by shock and fear, hindering her ability to assist her child.

In a moment of intuitive crisis management, Helms shifted from technical protocols to “grounding” techniques. She began asking the mother simple, calming questions — such as the child’s eye color and favorite song — to help the caller regain focus.

The situation culminated in a powerful moment of human connection: Helms encouraged the mother to sing to her child to provide comfort and then joined her in song over the phone line until paramedics arrived on the scene.

In her nomination to the state board, 911 Deputy Director Nikki Carswell highlighted that Helms’ actions represent the very best of the emergency communications profession.

“That moment — those actions — were not scripted. They were not prompted by a protocol card,” said Carswell. “They were driven by compassion, emotional intelligence, and an unwavering commitment to care for another human being in crisis.”

The NC 911 Board’s recognition underscores the critical role telecommunicators play as the “first” first responders, often providing the emotional and psychological stabilization necessary to navigate life-threatening situations.