Back in February, I read and reviewed the book Catch Me by Lisa Gardner (click on the title to read my review). It was the 6th book in her Detective D.D. Warren series.
This book featured the character, Charline Rosalind Carter Grant (aka Charlie), who worked as a 9-1-1 operator. Lisa Gardner originally created a scene highlighting the multi-tasking involved in this position, but in the grand scheme of things, it didn't fit in the book. Instead, she used another scene, showing how important these operators are for the safety of the officers responding to the calls that come in. This deleted scene is now published on her website and you can find it here: http://lisagardner.com/news/