ON THE LINE: FROM ‘PHONE BOYS’ TO ‘OD’

SLED’s Operations Desk celebrates historic milestones for Telecommunicators Week, April 12-18, 2026

Calls to SLED’s Operations Desk can range from a law enforcement officer in the field asking for information during a routine traffic stop, to requesting SLED’s assistance for the agency’s Crime Scene Unit, Aviation, or K9 Tracking Team. 

PHONE BOYS RECALL THE ORIGIN OF OD

SLED’s Operation Desk (OD) dates back to the early 1950’s when the operators were known as the ‘Phone Boys.’ During the early years, Phone Boys were male, college students who lived in the basement of SLED Headquarters and worked a 15-hour shift. “Every Phone Boy remembers the siren that woke us up in the middle of the night when the phone rang,” said SLED Assistant Chief Richard Gregory. “While the noise was deafening, depending on your level of exhaustion, you may or may not hear it right away.” Assistant Chief Gregory worked as a Phone Boy from 1995 to 1998 while studying Criminal Justice at the University of South Carolina. “That job helped me learn the agency from the ground up,” Gregory added.

SLED Phone Boys were expected to relay any information clearly and concisely from the police officer or sheriff’s deputy to the Agent in the field. A call could require the dispatch of the Aviation Team to assist in the search for a fugitive, or it may be the SWAT Unit that needed to be notified to assist. “Your shift was your responsibility, so you always answered the phone,” said Assistant Chief Gregory said. “Whether you were working a SLED incident or responding to a citizen request.” 

SLED Lieutenant David Leslie remembers “Chief Stewart Surprise Sunday visits, everything that Tamara Baker or Sebrena Matthews cooked or baked for us, and the voice of retiree Pat Martin saying, ‘Have a good evening,’ signifying our shift was about to begin.”

FROM ‘PHONE BOYS’ TO THE FUSION CENTER

Women joined SLED’s Operations Desk in 2008, and OD moved out of the SLED Headquarters basement to join what is now known as the Fusion Center. Today, most OD employees are still college students.

“Learning to communicate with all types of individuals, from the ones who need a quick response to those who request a very detailed explanation, has made me a more effective communicator,” said Shaila Billingsley, an OD Specialist on the 8 a.m. - 4 p.m. shift and a Senior at Columbia College, scheduled to graduate in December.  “I know after working the Desk for three years, I want to be a SLED Agent when I graduate college,” said Billingsley, who is majoring in Behavioral Science, “My end goal is to work in Behavioral Science, and I’ll just keep working hard to reach that goal.” 

POWERING THROUGH THE PANDEMIC

When the world shut down during the COVID-19 Pandemic, SLED worked to safely keep OD operational. Major Temple worked midnights shifts during 2021. “It was a challenging year for OD. Illness, quarantines, and vacancies plagued the unit and our long-time Captain, Tom Davis, retired,” said Major Temple, “We were down nearly a third of our normal staffing levels. It was a humbling, but fun, experience to learn the ropes from college students - many I still work with today.”

THE FUTURE IS CALLING

The SLED Operations Desk is staffed 24/7, 365 days a year.  SLED Operators are, like their Phone Boy predecessors, are trained to gather critical information and pass it on to SLED Agents responding in the field.   

“The hardest part of the job is we never know the ‘end of the story’,” Billingsley said. “We know we did our best to help those in the field, but then it’s time to focus on the next call.” In addition to answering calls for service, OD also manages the National Crime Information Center (NCIC) terminals, performs photo lineups, and assists with security matters at SLED Headquarters. 

Lieutenant Cory Wilson has overseen the Operations Desk since 2021 and supervises the State Crimestoppers and the Photo Line Up Program.  Over the years, he’s seen how advances in technology have benefited the staff. “Everything was handwritten and the communication between the desk and those in the field was transcribed, as there was nothing recorded at the time,” Wilson said. “Everything is so much more efficient now with computers and dispatch software.”

Full time Operation Desk employees work 8-hour shifts to provide coverage, supplementing the college student staff.  “It can be chaotic at times depending on the types of requests and calls that are received, but they get the job done,” said Lt. Wilson, “It is often a thankless job, but they show up every day with a good attitude and ready to get to work.”

And while the location and tools of the trade have changed, for this role at SLED, one thing stands the test of time:  “Lasting friendships are a big part of this job,” said Billingsley, “because we depend on each other to get the job done.” 

Students looking for a part-time job can apply to work in OD as a Communications Specialist. Applicants must have a High School diploma and currently be enrolled in a college or university.