Massachusetts dispatcher uses professionalism and skill under pressure to save life of 4-year-old girl

EAST BRIDGEWATER — When the child coughed and started to breathe again, it was a clear sign of a job well done and the immediate result of an effective dispatcher’s professionalism and skill under pressure that saved the life of a 4-year-old girl.

The 911 call came into the Holbrook Regional Emergency Communications Center (HRECC) at 5:32 p.m. on Monday, Feb. 9.

“We’re going to do CPR, okay?” asked Dispatcher Sophia Zervos. “Are you with your child right now?”

The caller answered, “Yes.”

“I want you to put the heel of your hand in the center of their chest, right between the nipples, and you’re going to push down hard and fast, two inches in depth,” Dispatcher Zervos told the caller. “Ok? We’re going to start now. I’m going to count with you.”

Dispatcher Zervos counted for the caller as they followed her instructions.

“Ready? Go. One, two, three, four, five, six,” she counted as the little girl’s family followed her instructions.

“You’re doing a great job,” Dispatcher Zervos assured the caller. “Everyone’s already on the way. How’s she doing? Is she breathing?”

One of the child’s crying family members answered no. Her heart was beating but she still wasn’t breathing.

“Take a second,” said Dispatcher Zervos. “Stop compressions and see if her chest is rising and falling. Ok?”

She still wasn’t breathing. The caller resumed compressions. Dispatcher Zervos again counted out for the family as they performed CPR.

After two rounds of chest compressions, her family noticed the child’s stomach moving. She threw up and started to breathe again. Dispatcher Zervos told them to turn the child on her side so she wouldn’t choke. She assured them that help was on the way.

“Awesome job,” she told the relieved family.

The child closed her eyes, but she was breathing. Then the young child started to cry.

“Is that her crying?” Dispatcher Zervos asked.

The family confirmed the child was awake and breathing on her own.

“I want you to watch her breathing for me,” Dispatcher Zervos told them. “I want you to make sure she’s getting some good deep breaths and she’s breathing on her own.”

Approaching sirens drowned out the call for just a few moments. Help had arrived.

The Holbrook Regional Emergency Communications Center and the East Bridgewater Police and Fire Departments are proud to recognize Dispatcher Zervos for her exemplary efforts during the high-pressure call for help Monday night.

Police Chief Michael Jenkins and Fire Chief John Dzialo report that shortly after 5:30 p.m., East Bridgewater Police and Fire Departments responded to a call for help at a West Street home after a child’s family called 911. Their 4-year-old child had stopped breathing.

Dispatcher Zervos calmly walked the frantic family through Cardiopulmonary Resuscitation (CPR), and after several chest compressions, the little girl coughed and started breathing again.

Following the incident, HRECC QA/QI Analyst Jenna M. DeGrace wrote to her boss, HRECC Director Steve Hooke. She wanted to ensure Dispatcher Zervos received formal recognition for her incredible job performance.

“After approximately two minutes of the compressions, the child regained consciousness,” DeGrace wrote. “The sound of the child coughing in the background was a powerful reminder of the impact of skilled, composed emergency call handling. Emergency crews arrived on scene in under four minutes. This call reflects exceptional composure under pressure, adherence to protocol, and a clear commitment to saving lives.”

When East Bridgewater rescue crews arrived, the young girl was alive and ready for transport to a local hospital.

“Sophia Zervos handled this call with absolute professionalism and integrity,” said HRECC Director Steve Hooke. “While every call is handled by a true team of emergency professionals, this particular incident exemplifies our daily mission. I have no doubt that Dispatcher Zervos saved a life yesterday. Our team’s dedication to public safety spans every moment of every day, but this phone call really put us to the test. Dispatcher Zervos and our team passed with flying colors.”

According to the family, the child is “doing much better” and recovering at a local hospital.

“Dispatcher Zervos’ clear and thoughtful instructions bought this child a few extra, vital minutes of oxygen,” said Chief Dzialo. “When we arrived, the child needed medical attention, but she was breathing on her own. Dispatcher Zervos helped these parents save their child’s life. We’re grateful for the Holbrook Regional Emergency Communications Center’s incredible team of professionals.”

“Once again, I’m reminded how lucky we are to work with such an amazing team of telecommunicators at the HRECC,” said Chief Jenkins. “Dispatcher Zervos was there for this family. She gave them step-by-step directions on how to save their child’s life. I’m sure they’ll never forget this call and the calm, reassuring voice at the other end. I know I’ll never forget it.”