How to become A 911 Dispatcher

• Ambulance Dispatcher
• Emergency Medical Dispatcher
• Public Safety Dispatcher
• Emergency Communications Dispatcher
• Public Safety Telecommunicator

What do 911 Dispatchers do?

A 911 Dispatcher  would typically need to:

• Work with police and emergency medical teams to provide quick responses to emergency and non-emergency calls for assistance and information
• Receive emergency and non-emergency calls; address issues by providing practical solutions, if possible
• Request and record essential information from distressed callers such as names, location and nature of emergency; follow up with a suitable response
• Prioritise their response to a 911 call according to the urgency of the situation
• Decide upon the most appropriate emergency response based on standard policies and procedures
• Determine the caller’s location and nature of emergency; pass the information to appropriate first responders
• Make use of radio, phone or computer to determine, dispatch, monitor and track available first responder units
• Monitor the route and status of field units; interpret and relay directions to the responders
• Endeavour to keep the caller calm and provide emergency medical advice, if necessary
• Provide telephonic  information to help the caller until the first responders arrive at the scene
• Coordinate emergency response with other communication centres in the neighbourhood
• Maintain detailed digital records of logs and calls made and received on their watch

911 Dispatchers work in communication centres or switchboards in an office. Ambulance dispatchers work in Public Safety Answering Points (PSAP) in certain countries. 

Long work hours are part and parcel of the job. It is not uncommon for 911 Dispatchers to work 8-12 hours in shifts, including weekends and holidays. Collectively, 911 Dispatchers need to provide their services all day, every day.

Finding a new job might seem challenging. 911 Dispatchers can boost their job search by asking their network for referrals, contacting companies directly, using job search platforms, going to job fairs, leveraging social media, and inquiring at staffing agencies.

911 Dispatchers are generally employed by: 

• Local & State Government Agencies
• Ambulance Services
• Colleges, Universities, & Professional Schools
• State, Local, & Private Hospitals

Professional associations and organisations, such as the National Emergency Number Association, are crucial for 911 Dispatchers interested in pursuing professional development or connecting with like-minded professionals in their industry or occupation. Membership in one or more adds value to your resume while bolstering your credentials and qualifications.

• Handling distressing calls may lead to emotional stress and trauma
• Managing highly volatile situations and demanding tasks
• Long working hours may lead to fatigue or boredom
• Dealing with a large number of calls needing urgent attention
• Sitting for long periods can cause physical discomfort and health issues

Any job that a potential 911 Dispatcher takes up typically requires a period of paid or voluntary experience in the health sector.

Since communication and problem-solving skills are crucial for the job, experience working in call centres and the customer service industry could go a long way in bagging your first job.

You will gain optimal benefit from your tasks outside of the classroom when they line up perfectly with your lessons inside it. You may get to hear countless stories from more experienced professionals and obtain valuable hands-on experience when they manage to turn seemingly routine incidents into unique learning moments.

Read about the profession and interview or job shadow experts working as 911 Dispatchers to prove your commitment to course providers and prospective employers.

911 Dispatchers typically need a high school diploma or GED (General Education Development). A two-year associate or four-year bachelor’s degree in criminal justice, computer science or communications would come in handy when seeking jobs.

You may also need to complete basic emergency medical dispatch and fire communications programs.

Focus on your English speaking and writing skills in high school.

Certification demonstrates a 911 Dispatcher’s competence in a skill set, typically through work experience, training and passing an examination.

Certification in emergency medical dispatch, public safety communications and public safety from an objective and reputed organisation can help you stand out in a competitive job market and increase your chances of advancement.

Successful certification programs protect public welfare by incorporating a Code of Ethics.

911 Dispatchers often need valid driver’s licences. Individual government entities conduct the licensing process. Typically, licensure requires an application, processing fees, an examination, and relevant education and experience. Check in with your employer to see whether you will need licensure.

911 Dispatchers with significant experience and remarkable track records may be promoted as Senior Dispatchers, Supervisors before eventually moving into administrative positions. They then focus on specific areas related to the field such as training or policy and procedures.

Candidates with excellent communication skills, the necessary certifications in emergency medical dispatch, public safety communications and public safety and relevant work experience have the best job prospects.

Generally, new appointees go through classroom and field training followed by a one-year probationary period. 

Besides instructions on using communication and computerised command/control systems and record information, an ideal training program includes essential details about first responder units, first aid, prioritising calls and imparting telephonic advice.

Your employer will also want you to train in suicide intervention, stress management, terrorism response and domestic violence support.

In addition, continuing professional development (CPD) will help an active 911 Dispatcher build personal skills and proficiency through work-based learning, a professional activity, formal education or self-directed learning. CPD also helps with the regular renewal of desirable certifications and licences.

Know Like The Back of Your Hand

911 Dispatchers should be well-versed in safety and security rules and regulations, procedures such as CPR and first aid; they should also be familiar with standard policies and procedures related to emergency communications as well as disaster and special response plans.

Not only must you be an expert in excellent customer service but also be knowledgeable of jurisdictional boundaries and the thoroughfares, landmarks, public buildings and waterways within those boundaries. 

Furthermore, proficiency in telecommunications systems (transmission, broadcasting and switching systems), computerised databases (teletype operations and procedures), basic dispatch codes, and standard abbreviations/professional terms used by emergency medical services and law enforcement agencies would help them discharge their duties efficiently. 

911 dispatchers in the United States alone can expect to receive anywhere between 200 and 300 million calls collectively in one year. 

It requires courage, empathy and generosity to put up with the long hours, the distressing experience and extreme stress the job entails. No wonder then that 911 Dispatchers count among those noble souls who don’t have to wonder whether they make a difference.

You need to project a sense of calm over the phone and control your stress while taking calls. A clear head can help understand the situation better.