Wilmington native leads the way in 911 communications
Born and raised in Wilmington, NC, Lauren Young was surrounded by public safety from an early age. Both of her parents were in law enforcement. Today, she continues that legacy as a 911 supervisor for New Hanover County 911 Communications and a student in Cape Fear Community College’s Public Safety Administration program.
“I watched both my parents dedicate their lives to helping people. It’s hard not to be inspired by that,” Lauren shared.
Lauren didn’t initially plan on a career in public safety. She started studying communications at UNCW, but a professor’s suggestion changed her direction.
“One of my professors encouraged me to explore communications in public safety,” she said. “I ended up sitting in at the 911 Center, and it clicked. I knew this was what I was meant to do.”
In 2011, Lauren began working part-time at New Hanover County’s 911 Center, and her career quickly progressed. Over the years, she worked her way up to supervisor, where she now trains and mentors new dispatchers.
To enhance her skills, Lauren enrolled in CFCC’s Public Safety Administration program with a focus on emergency management.
“One of my favorite classes has been Law Enforcement Supervision and Management,” she said. “It’s opened my eyes to things like emotional intelligence in leadership. I’ve already started applying the skills at work.”
In addition to her full-time job and degree at CFCC, Lauren is part of APCO International’s Registered Public-Safety Leader (RPL) program. “It’s helped me grow as a leader and complements what I’m learning at CFCC.”
Handling the toughest days
Lauren says one of the hardest parts of the job is not knowing how things will turn out, and some days are tougher than others. She recalls the chaos of Hurricane Helene as one of her hardest days on the job.
Due to the state’s interconnected 911 phone system, calls are rerouted when a local center becomes overwhelmed. During Hurricane Helene, Buncombe County’s 911 centers were inundated, and New Hanover County and Fayetteville served as backup centers. Lauren’s team handled a surge in emergency calls, including life-or-death situations, from a region experiencing severe devastation.
“In one hour, we took 868 calls, more than ten times our usual volume,” she recalled. “People were trapped in attics or watching their homes wash away. It was heartbreaking.”
Shortly after that day, Lauren was deployed to Hickory, NC, to help restore communications in areas devastated by flooding.
“We did everything from programming radios to coordinating air and ground operations,” she explained. I worked with first responders from all over, including Connecticut, Virginia, and Florida. It restores your faith in humanity when so many people come together to help.”
Advocating for 911 operators
Lauren is passionate about highlighting the critical role 911 operators play. She is especially determined to see them recognized as first responders at both the state and federal levels.
“What we do is just as impactful as any other first responder role,” she said. “We need the same resources and support to do our job effectively.”
With just one class left before graduating, Lauren’s long-term goal is to manage a 911 center and continue advocating for her profession.
“It’s not an easy job, but it’s rewarding,” she shared. “I want to keep mentoring others, leading teams, and ensuring we have the tools and recognition we deserve.”
