As a veteran 911 operator in Birmingham, Shanta Bolden has encountered victims in their worst moments.

Bolden, a communications supervisor with the Birmingham Police Department, has heard the fear, the anguish, the heartbreak, all in just a matter of seconds when a violent crime has – and often still is – happened or happening.

“In 911, we see the begin of the calls, but we never see the outcome,’’ Bolden said. “It does touch us.”

“I pray for them, the victim as well as the suspect because everybody involved is affected by whatever the crime was,’’ she said.

Now Bolden will not only know the outcome of these cases, she and Sharlene Hall will be helping to direct and determine the path of those left in the aftermath of violence.

Police officials this week announced Bolden and Hall as the department’s first Victims Services Unit.

With $300,000 from the International Chiefs of Police Association, the long-overdue service will work with victims and survivors of homicide, sexual assault, and domestic violence.

The victims’ advocates will provide emotional support while dealing with the effects of trauma, serve as liaisons with detectives on case updates, provide referrals to available community resources, educate on crime victims’ rights, educate on criminal justice system procedures, and help develop a safety plan moving forward.

“For the past four years, I’ve seen firsthand how import it is stay connected with victims in the role we’re in as public information officers,’’ said Officer Truman Fritzgerald.

“There is just a major need for someone in the police department to have a primary focus on victims,’’ he said. “We are just so excited because they will give us that victim-centered approach that we’ve always needed.”

Bolden and Hall are currently training. The unit will officially launch in the coming months.

Bolden is a graduate of Fairfield High School and obtained an associate degree in criminal justice from Virginia college.

She joined Birmingham 911 Communications Division in 2003 as a public safety dispatcher and, in 2011, became the became the youngest dispatcher to hold a supervisory position.

Bolden said she has a passion for helping people and is following the path God has chosen for her.

“I’m compassionate about everybody,’’ Bolden said.

“We’ll take some of the load off the detectives so they can focus on the investigation,’’ she said.

“We’ll assist the victims from the beginning to the end and even after the case is solved,’’ Bolden said. “We’ll keep in contact with them to make sure they’re doing OK.”

Hall began her career as a property control clerk in 2001 and in 2004 was promoted to data entry supervisor.

In 2016, she was promoted to records supervisor and has received numerous awards in that capacity.

Police officials said she has a zeal for being a public servant, and her faith in God has sustained her through her own personal challenges and grief.

Hall lost her father, brother, and husband in a short span of time.

“I received so much emotional support, and I was strengthened,’’ she said. “I want to give the same thing to the citizens.”

“I love working with people and helping people,’’ Hall said. “I just want to empower the citizens with what they need, and show them empathy, compassion and patience.”

“You’ve definitely got to love people,’’ she said. “It’s almost a calling.”