911 dispatcher essay

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‘It Was A Big Burden’: Life as a Former-911 Dispatcher

• Criminal Justice
• by Grady Capstone Journalist May 6, 2019
• 12,157 views

When Megan Bocanegra started working as a 911 dispatcher, she expected it to be temporary. She’d just finished her bachelor’s degree at the University of California, Los Angeles (UCLA) and debated whether to attend graduate school.

In 2005, she decided to work at the communications center in her hometown of Oxnard, California, and continued working there for the next 11 years.

She enjoyed serving the community she grew up in, but the life of a dispatcher is an endurance test.

It’s a really tough job. It’s unbelievable,” she said.

The United States has around 95,000 police, fire and ambulance dispatchers throughout the country, according to the Bureau of Labor Statistics.

They handle around 240 million calls in the United States every year, according to National Emergency Number Association (NENA) .

Communities in Georgia employ more than 3,000 dispatchers. In Athens-Clarke County, the Central Communications Bureau received 108,830 emergency 911 calls in 2017, the report said.

The Workload

As a dispatcher, Bocanegra routinely worked 10 to 12-hour night shifts. “We were chronically understaffed,” she said.

These long hours are typical. In Athens, dispatchers work from 7 a.m. to 7 p.m. or the reverse. They have to work weekends and holidays.

Bocanegra, now 36, also had mandatory overtime shifts.

“We would usually work 60 hours a week with an hour break, if we got lucky, each day,” she said. “It was a big burden.”

The physical and mental toll adds more stress to a job that already handles life and death calls, where the lives of citizens and police officers can depend on the dispatcher.

“You had no idea what was going to be on the other end,” said Bocanegra.

You have to get everything right all the time. There’s no margin for error in that type of job.”

During her shifts, she couldn’t leave her station for more than a few minutes. At any time, calls could flood the center.

“It’s tough because it’s almost like you end up having this nervous energy because you’re not moving,” she said.

“You’re just like sitting there, but there’s so much hyper-stimulating, and you’re physically tethered to a console.”

At Oxnard, she sat at a console, hidden behind nine glowing monitors. The room could only fit seven stations, and it had no windows. After her shifts, she sometimes couldn’t figure out the time of day.

“I don’t even know if its light or dark out. What time is it even?” she said. “It’s sort of disorienting.”

The Emotional Weight

In addition to the job’s demands, dispatchers can experience traumatic calls that impact their emotional well-being.

Nearly one-third of calls produce peritraumatic distress among 911 dispatchers. A study by the Journal of Traumatic Stress linked the distress to post-traumatic stress disorder (PTSD).

“I dispatched in the community that I grew up in. Same town,” Bocanegra said. “So I remember a call of a kid, I think she was maybe 14 years old, but found her brother had hung himself from the monkey bars at a park. And it was the park that I had played at when I was a kid.”

She described listening to the girl’s misery while simultaneously imagining that playground. Suicides often made the job difficult because the callers were overcome with hysteria.

One girl called 911 after her boyfriend killed himself with a shotgun. Bocanegra could hardly figure out the girl’s location because of her reaction.

She said that calls involving police officers in danger were particularly taxing. Dispatchers and officers have close work relationships.

“Anytime an officer was getting assaulted or was in trouble that was really tough to listen to in your ear and know that you’re not physically going out to help,” she said. “And you’re kinda powerless to just be sitting behind that computer screen listening to it.”

The trauma study noted that the calls that cause the most peritraumatic distress involved children or first-responders.

It’s that feeling of being like powerless and helpless that really, I would say, was one of the harder things to deal with,” she said.

The Turnover

911 communication centers struggle with turnover rates. The national average turnover rate for dispatchers is between 14 and 17 percent, said Athens-Clarke County Public Information Officer Geoffrey Gilland.

By comparison, the average turnover rate in emergency medical services (EMS) is 10.7 percent, according to a report in the U.S. National Institutes of Health’s National Library of Medicine.

“Our average is less than 7 percent. We have a pretty stable environment,” Gilland said. “It’s pretty amazing.”

While dispatch employment is expected to grow 8 percent by 2026, the Bureau of Labor Statistics said , the majority of these openings come from dispatchers who leave their positions

Bocanegra estimated that three-fourths of potential hires would not proceed past training. She decided to continue out of a sense of duty despite the difficulty.

“I felt that if I wasn’t going to do it, who else was going to? Because I knew that we had so few people anyway,” she said. “Truthfully, personally, I think it was guilt.”

There were also personal reasons that kept her in the position. Her then-husband worked in the department.

“He was a police officer, and I was a dispatcher, so it was almost a watching out for each other,” she said. “I was taking the call, and I was sending him to a call. So I wanted to feel like I knew what was going on.”

Eventually, Bocanegra decided to transfer from dispatch to crime analysis.

I was exhausted,” she said. “I just felt emotionally drained, and I wanted to be able to have a regular job.”

From Dispatch to Analysis

Bocanegra works in the Athens-Clarke County Police Department with David Griffith, 48, in the Crime Analysis Unit. Her new office still doesn’t have windows, but it does allow for more personalization.

At the 911 center, she sat at a different console every shift, so permanent personal decorations weren’t allowed. She now has pictures of her family hanging on the wall.

Bocanegra occasionally wouldn’t get a lunch break in dispatch, but now she has a mini-fridge.

She and Griffith compile crime reports from the previous two weeks and run them through a series of algorithms to create a crime map of Athens.

“There’s a lot of suspicion around predictive policing,” Griffith said. “We’ve tried really hard to eliminate bias.”

Griffith previously worked in the casino realm, tracking customer’s spending habits.

He and Bocanegra consider the geographic elements of a reported crime to see reoccurring trends. They are close to predicting 80 percent of crimes, though they aim to have that number as low as possible.

“We want our accuracy to be low,” Griffith said. “We hope [police officers] do go disrupt some crime.”

Although crime analysis isn’t as fast-paced as dispatch, the position allows Bocanegra to serve the public from the other side of law enforcement.

Instead of putting out fires, she predicts where they will spark to prevent the types of calls she used to answer.

“I very much enjoy it,” Bocanegra said.

I do think of it as continuing to keep officers safe but in a different way.”

Whitley Carpenter is a senior majoring in journalism in the Grady College of Journalism and Mass Communication at the University of Georgia. 

• 911 dispatchers
• athens-clarke-county
• crime analysis
• Whitley Carpenter

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30 911 Dispatcher Interview Questions and Answers

Common 911 Dispatcher interview questions, how to answer them, and example answers from a certified career coach.

A 911 dispatcher plays a critical role in emergency response, connecting people in need with the appropriate emergency services and providing life-saving assistance. As you prepare for an interview in this high-stakes field, it’s essential to demonstrate not only your technical knowledge but also your ability to remain calm under pressure and make sound decisions.

In this article, we’ve gathered some of the most common 911 dispatcher interview questions along with insights on how to answer them effectively. By understanding what employers are looking for and showcasing your skills, you’ll be well-prepared to handle any question that comes your way and take one step closer to making a difference in your community as a 911 dispatcher.

1. What motivated you to become a 911 dispatcher?

Motivation is a key factor in high-stress roles like that of a 911 dispatcher. Interviewers ask this question to gauge your passion and commitment to the job, as well as your understanding of the dispatcher’s role in emergency response. They want to know if you’re driven by a genuine desire to help others, if you understand the importance of remaining calm under pressure, and if you’re prepared to handle the emotional and mental challenges that come with being a lifeline for people in crisis situations.

Example: “My motivation to become a 911 dispatcher stems from my desire to make a positive impact on people’s lives during their most critical moments. I have always been drawn to roles that require strong communication skills, quick thinking, and the ability to remain calm under pressure. When I learned about the role of a 911 dispatcher, it seemed like the perfect opportunity to combine these strengths while serving my community.

Furthermore, having had personal experiences where emergency services played a vital role in helping my loved ones, I developed a deep appreciation for the work dispatchers do behind the scenes. This inspired me to pursue a career as a 911 dispatcher, knowing that my actions could potentially save lives and provide comfort to those in distress.”

2. Describe your experience with emergency dispatch systems and software.

As a 911 dispatcher, you are the vital link between those in need of help and the emergency responders who can provide assistance. Familiarity with the dispatch systems and software is essential for efficiently relaying critical information and coordinating a rapid response. Interviewers ask this question to gauge your level of experience and comfort with the tools you’ll be using daily to save lives and make a difference in your community.

Example: “During my three years as a 911 dispatcher, I have gained extensive experience with emergency dispatch systems and software. I am proficient in using computer-aided dispatch (CAD) systems to manage incoming calls, prioritize emergencies, and assign appropriate resources. This includes accurately inputting caller information, tracking the location of emergency responders, and updating incident details in real-time.

Furthermore, I have experience utilizing mapping and GIS software to pinpoint caller locations and provide accurate directions to first responders. Additionally, I am familiar with various databases used for accessing critical information such as vehicle registration data, criminal records, and medical alerts. My proficiency in these systems has allowed me to efficiently handle emergency situations and contribute to successful outcomes for those involved.”

3. How do you handle high-stress situations while maintaining composure?

911 dispatchers are essential in ensuring the safety of the public, and their job often involves high-pressure situations where lives may be on the line. As such, interviewers want to know that you can stay calm and focused even when faced with challenging or emotionally charged calls. This question helps them assess your ability to think clearly, communicate effectively, and make quick decisions under stress—all critical skills for a successful dispatcher.

Example: “Handling high-stress situations effectively is essential for a 911 dispatcher, and I’ve developed strategies to maintain composure under pressure. First, I focus on my breathing, taking slow, deep breaths to help me stay calm and centered. This allows me to think clearly and make better decisions in critical moments.

Another key aspect is compartmentalizing the emotions that come with handling emergencies. While empathy is important, it’s vital to separate personal feelings from professional responsibilities. I remind myself that my primary goal is to provide assistance and gather accurate information quickly so that first responders can do their job efficiently. Staying focused on the task at hand helps me remain composed and ensures that I’m providing the best possible support during high-stress situations.”

4. Can you provide an example of a time when you had to make a quick decision under pressure?

Dispatchers must be able to swiftly assess and respond to high-pressure situations. Your ability to think on your feet and make sound decisions in a fast-paced environment is critical. An interviewer wants to know if you have the experience and skillset to effectively handle emergencies and prioritize tasks in a way that maximizes the chances of a positive outcome. Sharing a real-life example demonstrates how you’ve navigated similar circumstances in the past and reassures the interviewer of your competence in this vital aspect of the job.

Example: “Certainly, there was an incident during my previous role as a 911 dispatcher when I had to make a quick decision under pressure. We received a call from a distressed woman who reported that her neighbor’s house was on fire and she could hear screams coming from inside. While gathering essential information about the location and severity of the fire, I simultaneously dispatched the fire department and paramedics to the scene.

As I continued speaking with the caller, it became apparent that the trapped individual was attempting to escape through a second-floor window but couldn’t due to the height. Recognizing the urgency of the situation, I made the swift decision to instruct the caller to help the trapped person by guiding them in creating a makeshift rope using bed sheets or any available material. This allowed the trapped individual to safely descend from the window just before the firefighters arrived.

This experience demonstrated my ability to think quickly and provide potentially life-saving instructions while under immense pressure, which is a critical skill for a 911 dispatcher.”

5. Have you ever dealt with a caller who was difficult to understand? If so, how did you handle it?

Emergency situations can be stressful, and as a 911 dispatcher, you’ll often encounter callers who are panicked, upset, or difficult to understand due to language barriers or poor connections. Interviewers want to know if you have experience navigating these challenges and can remain calm and collected while gathering vital information to send help to those in need. Your ability to handle difficult calls effectively can make a significant difference in the outcome of an emergency.

Example: “Yes, I have encountered situations where a caller was difficult to understand due to various reasons such as language barriers, emotional distress, or poor connection. In these cases, my priority is always to remain calm and patient while actively listening to the caller.

For instance, when dealing with a language barrier, I would try to identify keywords or phrases that could help me assess the situation. If necessary, I would utilize available resources like language translation services to facilitate communication. When callers are emotionally distressed, I focus on speaking in a reassuring tone and asking clear, concise questions to gather essential information. For poor connections, I attempt to confirm details multiple times and ask the caller to repeat themselves if needed. Throughout the call, my goal is to maintain professionalism and empathy while obtaining critical information to dispatch appropriate emergency services effectively.”

6. Explain the importance of multitasking in the role of a 911 dispatcher.

Multitasking is a key skill for 911 dispatchers because they’re responsible for managing multiple high-stress, time-sensitive situations simultaneously. They need to be able to prioritize, make decisions quickly, and communicate effectively with callers, emergency responders, and other dispatchers. Your ability to multitask effectively can be the difference between life and death, and interviewers want to make sure you’re up to the challenge.

Example: “Multitasking is essential in the role of a 911 dispatcher because it allows us to efficiently manage multiple responsibilities and respond to emergencies effectively. As a dispatcher, we are often required to handle incoming calls, gather critical information from callers, coordinate with emergency responders, and monitor ongoing situations simultaneously.

The ability to multitask ensures that we can quickly assess each situation, prioritize tasks, and allocate resources accordingly. This skill directly impacts the response time and effectiveness of emergency services, ultimately contributing to the safety and well-being of the community. In this high-pressure environment, being able to juggle various tasks while maintaining focus and composure is vital for providing life-saving assistance to those in need.”

7. Describe your experience working with law enforcement, fire, and medical personnel.

Understanding your background in coordinating with various emergency services is crucial for a 911 dispatcher role. Not only does it demonstrate your ability to multitask and manage high-pressure situations, but it also highlights your communication skills, knowledge of protocols, and experience in working collaboratively with different teams to ensure the safety and well-being of those in distress. The interviewer wants to assess your competence in efficiently handling emergencies and providing appropriate assistance.

Example: “As a 911 dispatcher for the past three years, I have had extensive experience working with law enforcement, fire, and medical personnel. My role requires me to act as a liaison between callers in distress and the appropriate emergency responders.

When handling calls related to law enforcement, I work closely with police officers by providing them with vital information about the situation, location, and any potential risks they may encounter. This helps ensure their safety and enables them to respond effectively to incidents such as burglaries, assaults, or traffic accidents.

Similarly, when dealing with fire-related emergencies, I coordinate with firefighters to relay critical details about the type of fire, its severity, and whether there are people trapped inside the building. In medical emergencies, I communicate with paramedics and EMTs, giving them essential information about the patient’s condition so that they can provide appropriate care upon arrival.

Throughout these interactions, my primary focus is on maintaining clear and concise communication, ensuring that all parties involved have accurate and up-to-date information. This collaborative approach has been instrumental in facilitating efficient responses to emergencies and ultimately saving lives.”

8. How do you prioritize calls during peak call times or emergencies?

As a 911 dispatcher, you’ll be faced with high-pressure situations where the ability to prioritize and make quick decisions is essential. Interviewers want to know if you can effectively manage multiple calls, assess their urgency, and make appropriate decisions to ensure that help is sent where it’s needed most. Your response should demonstrate your ability to stay calm under pressure, use critical thinking skills, and maintain a clear focus on the needs of the callers and the resources available.

Example: “As a 911 dispatcher, prioritizing calls during peak times or emergencies is critical to ensure that resources are allocated effectively and lives are saved. When multiple calls come in simultaneously, I first assess the severity of each situation by quickly gathering essential information from the callers. This includes understanding the nature of the emergency, location, number of people involved, and any immediate threats to life or safety.

Once I have this information, I prioritize calls based on urgency and potential impact. Life-threatening situations, such as medical emergencies, fires, or violent incidents, take precedence over non-life-threatening issues like property damage or minor accidents. While managing these high-priority calls, I also keep track of available resources and coordinate with emergency responders to dispatch them efficiently. Throughout the process, I maintain clear communication with both callers and responders, providing updates and reassurance while ensuring that help arrives as soon as possible.”

9. Are you familiar with the geography of our service area? If not, how would you go about learning it quickly?

Dispatchers need to be well-versed in the geography of the areas they serve to ensure a quick and accurate response to emergency situations. Interviewers want to gauge your knowledge of the area or your ability to learn it quickly. This is essential for providing efficient assistance, directing emergency personnel to the correct location, and potentially saving lives. Your answer will demonstrate your commitment to being a reliable and effective dispatcher.

Example: “While I am not yet completely familiar with the geography of your service area, I have a proven track record of quickly learning new areas. My approach to mastering the geography would involve studying maps and using online resources like Google Maps to explore the region virtually. Additionally, I would familiarize myself with major landmarks, streets, and neighborhoods to better understand the layout.

To further enhance my knowledge, I would also seek guidance from experienced dispatchers and first responders who are well-versed in the local geography. Their insights can help me identify common trouble spots or areas that may require special attention. This combination of independent study and collaboration with colleagues will enable me to learn the geography efficiently and effectively, ensuring that I can provide accurate information and support during emergency situations.”

10. What steps do you take to ensure confidentiality and privacy for callers?

Maintaining confidentiality and privacy is a crucial aspect of a 911 dispatcher’s role, as it helps to build trust between the caller and emergency services. This question is asked to assess your understanding of the importance of protecting sensitive information, as well as your ability to follow established protocols and guidelines to ensure the caller’s privacy is upheld throughout the entire emergency response process.

Example: “As a 911 dispatcher, maintaining confidentiality and privacy for callers is of utmost importance. To ensure this, I follow strict protocols and guidelines set by the agency. First, I make sure to handle all calls professionally and refrain from discussing any call details with unauthorized individuals, both inside and outside the workplace.

Furthermore, when documenting calls, I use secure systems and software designed specifically for emergency dispatch centers. This ensures that sensitive information remains protected and accessible only to authorized personnel. Adhering to these practices helps maintain caller trust and upholds the integrity of our emergency response system.”

11. How do you stay up-to-date on changes in policies, procedures, and technology related to emergency dispatching?

Keeping current with changes in the emergency dispatching field is essential to ensuring the safety of both responders and the public. Interviewers ask this question to gauge your ability to adapt and stay informed, as well as your commitment to continuous learning in a field where lives often depend on accurate and timely information. Demonstrating your eagerness to learn and grow in your role as a 911 dispatcher will show interviewers that you take your responsibilities seriously.

Example: “To stay up-to-date on changes in policies, procedures, and technology related to emergency dispatching, I actively participate in ongoing training sessions provided by my agency. These sessions cover updates in protocols, new software implementations, and any relevant regulatory changes that may impact our work.

Furthermore, I am a member of professional organizations and online forums dedicated to emergency dispatchers. This allows me to network with peers, share experiences, and learn about best practices from other professionals in the field. Additionally, I regularly read industry publications and attend conferences or webinars whenever possible to ensure that I remain informed about the latest advancements and trends in emergency dispatching. This proactive approach helps me maintain a high level of competence and adapt quickly to any changes in the field.”

12. Describe a situation where you had to remain calm and collected while dealing with an emotional or distressed caller.

Remaining calm and collected under pressure is essential for a 911 dispatcher. When dealing with emotional or distressed callers, it’s important to keep your composure and provide clear, concise instructions while gathering vital information. Interviewers ask this question to gauge your ability to stay composed and empathetic during high-pressure situations, which is a critical skill for a 911 dispatcher to possess.

Example: “I recall a situation where I received a call from a mother who had discovered her infant was not breathing. Naturally, she was extremely distressed and panicked. My priority in that moment was to remain calm and collected so that I could effectively guide her through the necessary steps.

I began by reassuring her that help was on the way while simultaneously dispatching emergency services to her location. Then, I provided clear instructions for performing CPR on the infant, making sure to speak slowly and calmly to ensure she understood each step. Throughout the call, I maintained a composed demeanor, which helped the caller regain some composure and focus on providing life-saving assistance to her child until paramedics arrived. This experience reinforced the importance of staying level-headed during high-pressure situations to provide the best possible support to callers in need.”

13. How do you manage shift work and maintain a healthy work-life balance?

Life as a 911 dispatcher involves working in a high-pressure environment with varying shift schedules, and it’s essential to maintain a healthy work-life balance to avoid burnout. Interviewers ask this question to ensure you have a strategy in place to cope with the demands of the job, and they want to see that you can be a resilient team member who can maintain their well-being while providing critical assistance to those in need.

Example: “Managing shift work and maintaining a healthy work-life balance can be challenging, but I’ve developed strategies to help me cope effectively. First, I prioritize sleep by creating a consistent sleep schedule that aligns with my shifts. This includes establishing a bedtime routine, making my sleeping environment comfortable, and minimizing distractions like electronic devices.

To maintain a healthy work-life balance, I make sure to allocate time for self-care activities, such as exercise, hobbies, and socializing with friends and family. I find it helpful to plan these activities in advance so that they become an integral part of my routine. Additionally, I practice stress management techniques, such as deep breathing exercises and mindfulness meditation, which help me stay focused and calm during high-pressure situations at work. These strategies have allowed me to successfully adapt to the demands of shift work while maintaining a fulfilling personal life.”

14. What strategies do you use to cope with the emotional stress that comes with being a 911 dispatcher?

As a 911 dispatcher, you’ll be on the front lines of emergency situations, and the job can be emotionally taxing. Interviewers want to know that you have coping mechanisms in place to handle the stress and maintain your composure during high-pressure calls. This helps ensure that you can effectively and efficiently handle emergency situations while maintaining your own well-being.

Example: “As a 911 dispatcher, I understand the importance of managing emotional stress to maintain focus and provide effective assistance during emergencies. One strategy I use is compartmentalization; while on duty, I remind myself that my primary responsibility is to gather information and dispatch appropriate resources as quickly as possible. This mindset helps me stay focused on the task at hand rather than getting overwhelmed by emotions.

Outside of work, self-care plays a significant role in coping with the emotional stress. I engage in regular physical exercise, which has proven benefits for mental health, and practice mindfulness techniques such as meditation or deep breathing exercises. Additionally, I find it helpful to have a strong support network, including colleagues who understand the unique challenges of being a 911 dispatcher, friends, and family members. Sharing experiences and discussing difficult calls can be therapeutic and help process emotions more effectively.”

15. Can you provide an example of a time when you successfully de-escalated a tense situation over the phone?

As a 911 dispatcher, you’ll be dealing with high-pressure situations that often involve agitated, scared, or distressed callers. Demonstrating your ability to maintain composure while de-escalating a tense situation is essential for the job. Interviewers want to know that you have the experience and communication skills to navigate these challenging moments and provide reassurance to callers while also gathering the necessary information to dispatch the appropriate help.

Example: “Certainly, there was an incident where I received a call from a highly agitated individual who had discovered their neighbor’s house being burglarized. The caller was panicking and shouting, making it difficult to gather the necessary information for dispatching help.

To de-escalate the situation, I first acknowledged the caller’s emotions by calmly expressing my understanding of their fear and concern. Then, I used a steady and reassuring tone while asking clear, concise questions about the location and details of the burglary. As I gathered the required information, I also provided reassurance that help was on the way and advised them to stay in a safe place until officers arrived.

Throughout the call, I maintained a composed demeanor, which helped the caller regain control over their emotions. Ultimately, the situation was resolved without any harm to the caller or their neighbors, and the police were able to apprehend the suspects. This experience reinforced the importance of remaining calm and empathetic when handling tense situations as a 911 dispatcher.”

16. How do you verify information provided by a caller to ensure accuracy?

Accuracy is key in emergency situations, and as a 911 dispatcher, you’ll need to quickly and effectively gather and verify essential information to get the right help to the right place. By asking this question, interviewers want to assess your ability to listen carefully, ask relevant questions, and maintain a composed demeanor while handling high-pressure situations. Showcasing your skills in this area will demonstrate your capacity to perform your role effectively and potentially save lives.

Example: “As a 911 dispatcher, verifying the information provided by callers is essential for ensuring that emergency responders have accurate details to respond effectively. To achieve this, I employ active listening skills and ask targeted questions to confirm critical information. For instance, when receiving a call, I first focus on obtaining the caller’s location, nature of the emergency, and any relevant details about the situation.

To verify the accuracy of the information, I repeat the details back to the caller and ask them to confirm if everything is correct. If there are discrepancies or uncertainties, I calmly ask additional clarifying questions until I have a clear understanding of the situation. This approach not only helps me gather accurate information but also builds trust with the caller, reassuring them that help is on the way.”

17. Describe any training or certifications you have received related to emergency dispatching.

Being a 911 dispatcher often means making life-or-death decisions in high-pressure situations, so it’s essential that you possess the right skills and knowledge to perform effectively. Interviewers ask about your training and certifications to ensure you have a solid foundation in emergency dispatching and to gauge your commitment to staying updated in this ever-evolving field. Proper training significantly contributes to the quality of service you provide and the safety of those relying on you during emergencies.

Example: “I have completed a comprehensive 911 dispatcher training program accredited by the Association of Public-Safety Communications Officials (APCO). This program covered essential topics such as call handling procedures, crisis communication techniques, and understanding various emergency codes. Additionally, I received certification in Emergency Medical Dispatch (EMD), which provided me with the knowledge to handle medical emergencies effectively and offer pre-arrival instructions to callers.

Furthermore, I am certified in CPR and Basic Life Support (BLS) through the American Heart Association, ensuring that I can provide accurate guidance during life-threatening situations. To stay current with industry best practices and maintain my certifications, I participate in ongoing professional development courses and attend relevant workshops and conferences whenever possible.”

18. What is your typing speed, and are you comfortable using multiple computer screens simultaneously?

In the fast-paced and high-stakes world of emergency dispatch, quick and accurate communication is essential. As a 911 dispatcher, you’ll be responsible for receiving and transmitting information to first responders, often in high-pressure situations. Interviewers ask this question to gauge your ability to quickly and accurately input information, multitask, and adapt to a technologically complex working environment—all critical skills for a successful dispatcher.

Example: “My typing speed is around 65 words per minute with a high level of accuracy, which I believe is essential for the fast-paced environment of a 911 dispatcher. Over time, I have honed my skills through various roles that required efficient and accurate data entry.

As for using multiple computer screens simultaneously, I am quite comfortable with it. In my previous job, I was responsible for monitoring several systems at once, which involved working with dual monitors. This experience has allowed me to develop strong multitasking abilities and maintain situational awareness while managing different tasks on separate screens. I understand that as a 911 dispatcher, being able to efficiently navigate between multiple screens is vital for providing timely assistance during emergencies.”

19. How do you handle language barriers or communication difficulties with callers?

As a 911 dispatcher, it’s essential to be able to communicate effectively with callers who may be in distress or experiencing a crisis. Language barriers and communication difficulties can make this already challenging task even more so. Interviewers want to know if you have the skills, patience, and resourcefulness to navigate these situations and ensure that help is provided to those in need, regardless of any communication obstacles that may arise.

Example: “As a 911 dispatcher, it’s essential to remain calm and patient when faced with language barriers or communication difficulties. In situations where the caller speaks a different language, I would first try to identify the language they are speaking. If our dispatch center has access to translation services or bilingual staff members, I would quickly connect with them to facilitate effective communication.

For callers who may have speech impairments or difficulty expressing themselves, I focus on asking clear, concise questions that can be answered with simple responses, such as “yes” or “no.” This approach helps me gather critical information while minimizing frustration for both parties. Additionally, I pay close attention to any background noises or contextual clues that might provide valuable insights into the situation at hand. Ultimately, my priority is to ensure that every caller receives the assistance they need, regardless of communication challenges.”

20. In your opinion, what qualities are essential for a successful 911 dispatcher?

Assessing your understanding of the qualities needed for a 911 dispatcher speaks volumes about your ability to excel in this role. Being a 911 dispatcher requires a unique skill set, as it’s a high-pressure, emotionally demanding job. Interviewers are seeking insight into your awareness of the essential qualities, such as empathy, strong communication, quick decision-making, and the ability to remain calm under pressure. This question also allows them to gauge your suitability for the role and your potential for success in a challenging environment.

Example: “I believe that a successful 911 dispatcher must possess strong communication skills, empathy, and the ability to remain calm under pressure. Communication is key in this role, as dispatchers need to effectively gather information from callers who may be panicked or distressed while also providing clear instructions to emergency responders. This requires active listening and the ability to ask concise, relevant questions.

Empathy plays a significant role in understanding the emotional state of callers and responding with compassion and reassurance. A dispatcher should be able to empathize with the caller’s situation without becoming emotionally overwhelmed themselves. Lastly, remaining calm under pressure is essential, as dispatchers often deal with high-stress situations where quick decision-making can have life-altering consequences. The ability to maintain composure and think critically during emergencies allows for efficient coordination between callers and emergency services, ultimately contributing to better outcomes for those involved.”

21. Describe a time when you had to relay critical information to first responders during an emergency.

When asking this question, interviewers are assessing your ability to remain calm under pressure, effectively communicate vital details, and prioritize information in high-stress situations. As a 911 dispatcher, you’ll often be the lifeline between those in need and emergency responders. Demonstrating your ability to accurately and efficiently relay critical information can make all the difference in the success of emergency responses and the safety of those involved.

Example: “There was an incident where I received a call from a distressed individual who had witnessed a severe car accident. The caller provided the location and described that one of the vehicles had caught fire, with passengers still trapped inside. Understanding the urgency of the situation, I immediately dispatched police, firefighters, and paramedics to the scene while keeping the caller on the line.

As more information became available from the caller, such as the number of people involved and their conditions, I relayed these critical details to the first responders en route. This allowed them to better prepare for the situation they were about to encounter and prioritize their actions upon arrival. Throughout the entire process, I maintained clear and concise communication with both the caller and the emergency teams, ensuring everyone remained informed and focused on the task at hand. Ultimately, this effective coordination contributed to a successful rescue operation and demonstrated the importance of accurate information sharing during emergencies.”

22. How do you handle calls involving children or vulnerable individuals?

The question seeks to assess your level of empathy and ability to remain calm and composed when dealing with sensitive situations. As a 911 dispatcher, you will frequently encounter calls involving vulnerable individuals, and being able to provide reassurance while gathering necessary information and dispatching appropriate assistance is an essential skill for the role.

Example: “Handling calls involving children or vulnerable individuals requires a heightened level of empathy and sensitivity. When I receive such calls, my first priority is to establish trust and rapport with the caller by using a calm, reassuring tone of voice. This helps create an environment where they feel comfortable sharing information about their situation.

Once I’ve established that connection, I focus on gathering essential details while maintaining a compassionate demeanor. I ask clear, concise questions to obtain accurate information quickly, ensuring that I can relay it to the appropriate emergency responders. Throughout the call, I remain mindful of the emotional state of the caller and provide reassurance as needed. My goal is to balance efficiency in obtaining critical information with providing support and comfort to those who are in distress.”

23. What steps do you take to maintain a professional demeanor during difficult calls?

It’s essential for emergency dispatchers to remain calm, collected, and professional during high-stress situations. These calls can involve life-or-death scenarios, and staying composed ensures that the necessary information is gathered and the appropriate resources are dispatched. Interviewers want to know that you have the ability to handle emotionally charged situations while maintaining a level-headed approach to assist callers effectively.

Example: “Maintaining a professional demeanor during difficult calls is essential for a 911 dispatcher, as it helps ensure that the caller receives the necessary assistance and support. To achieve this, I focus on two key aspects: active listening and emotional regulation.

Active listening involves giving my full attention to the caller, asking clarifying questions when needed, and repeating critical information back to them to confirm accuracy. This approach not only helps me gather vital details but also demonstrates empathy and understanding, which can help calm distressed callers.

Emotional regulation is equally important in maintaining professionalism. I remind myself that remaining composed and focused directly impacts the effectiveness of my response and the outcome of the situation. If I feel overwhelmed, I take a few deep breaths to regain composure before continuing with the call. Additionally, after handling particularly challenging calls, I utilize available resources such as debriefing sessions or peer support to process any emotions and maintain mental well-being. These steps enable me to consistently provide efficient and compassionate assistance to those in need.”

24. Can you provide an example of when you had to adapt your communication style to suit the needs of a caller?

Emergency situations can be unpredictable and emotionally charged. A 911 dispatcher must be able to quickly assess a caller’s needs and adjust their communication style accordingly. This question helps interviewers gauge your adaptability and your ability to remain calm and professional under pressure while effectively guiding the caller to provide essential information needed for an appropriate emergency response.

Example: “Certainly, I recall a situation where I received a call from an elderly woman who was experiencing chest pain and shortness of breath. It quickly became apparent that she had difficulty hearing and understanding my questions due to her age and the stress of the situation. To adapt my communication style, I spoke slowly and clearly, enunciating each word while maintaining a calm and reassuring tone.

I also simplified my questions by breaking them down into smaller pieces of information, asking yes or no questions whenever possible. This allowed me to gather essential details about her condition and location more effectively. Throughout the call, I made sure to frequently reassure her that help was on the way and provided instructions for what she could do until paramedics arrived. Adapting my communication style in this manner enabled me to efficiently obtain vital information and provide support to the caller during a critical moment.”

25. How do you ensure that you are providing accurate and timely information to first responders?

In emergency situations, every second counts, and the information you provide to first responders can be the difference between life and death. Interviewers want to know that you have the ability to stay calm under pressure, listen carefully, and communicate effectively to relay the most accurate information to those responding to the scene. This question also helps gauge your understanding of the critical role you play in the safety of both the public and first responders.

Example: “To provide accurate and timely information to first responders, I prioritize active listening and effective communication. When receiving a call, I focus on understanding the caller’s situation by asking clear, concise questions that help me gather essential details about the incident. This allows me to quickly assess the severity of the situation and determine the appropriate resources needed.

Once I have gathered all necessary information, I relay it to the first responders in a clear and organized manner, using standardized codes and terminology to avoid any confusion. Additionally, I maintain open lines of communication with the responding units throughout the incident, providing updates or additional information as needed. This ensures that they are well-informed and can respond effectively to the situation at hand.”

26. Describe any experience you have with crisis intervention or suicide prevention.

As a 911 dispatcher, you will be on the front lines of emergency response, and in many cases, you may be the first point of contact with someone in a crisis situation. Interviewers ask this question because they want to know if you have experience in handling high-pressure situations, where empathy and a calm demeanor are necessary to help the caller and provide the appropriate assistance. Demonstrating your ability to handle such calls effectively and professionally is key to proving that you would be a valuable asset in this critical role.

Example: “During my time as a volunteer at a local crisis hotline, I gained valuable experience in crisis intervention and suicide prevention. Over the course of two years, I underwent extensive training on active listening, empathy, and effective communication techniques to support individuals experiencing emotional distress or suicidal thoughts.

One particular instance that stands out was when I received a call from an individual who expressed feelings of hopelessness and despair. I calmly listened to their concerns, validated their emotions, and asked open-ended questions to better understand their situation. Throughout the conversation, I assessed their risk level and provided resources for professional help. Ultimately, the caller agreed to seek assistance from a mental health professional, which demonstrated the importance of empathetic communication during critical situations. This experience has prepared me well for handling high-pressure calls as a 911 dispatcher while maintaining composure and providing appropriate support.”

27. Are you familiar with emergency medical dispatch protocols? If so, please explain.

As a 911 dispatcher, you’re the critical link between people in need and emergency responders. By knowing and understanding emergency medical dispatch protocols, you can provide life-saving instructions over the phone before emergency responders arrive on the scene. Interviewers ask this question to ensure you’re equipped with the knowledge and skills required to handle high-pressure situations and provide accurate, timely assistance when every second counts.

Example: “Yes, I am familiar with emergency medical dispatch (EMD) protocols. These are standardized guidelines that 911 dispatchers follow when handling medical emergencies to ensure the appropriate response and care for callers in distress. EMD protocols involve a series of pre-arrival instructions provided by the dispatcher to assist the caller until emergency responders arrive on scene.

These protocols include asking specific questions to assess the severity of the situation, providing step-by-step guidance for first aid or CPR if necessary, and offering reassurance to the caller while keeping them calm. The primary goal is to gather accurate information about the incident, prioritize the call based on its urgency, and relay critical details to responding units so they can provide the most effective assistance possible. Adhering to these protocols ensures consistency and efficiency in managing medical emergencies, ultimately contributing to better outcomes for those in need.”

28. Have you ever encountered a situation where you disagreed with a decision made by a supervisor or colleague? If so, how did you handle it?

Conflicts and disagreements are bound to arise in high-pressure work environments like emergency dispatch centers. Interviewers ask this question because they want to gauge your ability to handle interpersonal conflicts professionally and constructively, without allowing your personal feelings to interfere with the team’s ability to function effectively and serve the public’s best interests. Your response will help them understand how you approach conflict resolution and maintain a positive working relationship with your colleagues and supervisors.

Example: “Yes, I have encountered a situation where I disagreed with a decision made by a colleague. During one of my shifts as a 911 dispatcher, a fellow dispatcher decided to prioritize a non-emergency call over an emergency call due to personal familiarity with the non-emergency caller. I felt that this decision could potentially put lives at risk and compromise our responsibility to serve the community.

To address the issue, I first approached my colleague privately and expressed my concerns about their decision-making process. I emphasized the importance of prioritizing calls based on urgency rather than personal connections. My colleague acknowledged the error in judgment, and we agreed to bring the matter to our supervisor’s attention together. This allowed us to maintain a professional working relationship while ensuring that proper protocols were followed in the future.”

29. Explain the importance of teamwork and collaboration in the role of a 911 dispatcher.

Teamwork and collaboration are critical in the role of a 911 dispatcher because lives may depend on it. Dispatchers are often the first point of contact for people in crisis, and the ability to work effectively with colleagues and emergency responders can make all the difference in the outcome of a situation. Demonstrating your understanding of this emphasizes your ability to work well under pressure and shows that you prioritize the safety and well-being of those who rely on your services.

Example: “Teamwork and collaboration are essential in the role of a 911 dispatcher because they directly impact the efficiency and effectiveness of emergency response. As dispatchers, we work closely with our colleagues to share information, coordinate resources, and ensure that all necessary actions are taken promptly.

For instance, when handling multiple calls during an emergency situation, it’s vital for dispatchers to communicate clearly and quickly with each other to prioritize calls and allocate appropriate resources. This collaborative approach not only helps us manage high-pressure situations but also ensures that first responders receive accurate and timely information, ultimately leading to better outcomes for those in need of assistance.”

30. What steps do you take to continuously improve your skills and knowledge as a 911 dispatcher?

Staying sharp and up-to-date is critical in the high-stakes role of a 911 dispatcher. Interviewers want to know that you’re committed to ongoing personal and professional growth to ensure you remain effective and efficient in handling emergencies. Your dedication to continuous improvement demonstrates that you take the responsibility seriously and are always striving to provide the best possible assistance to those in need.

Example: “To continuously improve my skills and knowledge as a 911 dispatcher, I actively participate in ongoing training programs offered by my agency. This includes attending workshops, seminars, and refresher courses to stay updated on the latest protocols, technology advancements, and best practices in emergency dispatch.

Furthermore, I engage in self-directed learning by reading industry publications, joining online forums, and networking with fellow dispatchers to exchange experiences and learn from their insights. This helps me broaden my understanding of different situations and develop new strategies for handling emergencies more effectively. Staying committed to professional development ensures that I am well-equipped to provide the highest level of service to callers in need.”

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By Audrey Fraizer

Life and death. They are something that emergency dispatchers deal with every day.

They don’t directly witness the tragic or dangerous events, but the emotions related to the trauma occurring on the other end of the phone put dispatchers at risk for developing a host of such mental and emotional health problems as anxiety, post-traumatic stress disorder (PTSD), burnout, and depression.

The distressing and upsetting calls that place emergency dispatchers in the line of duty-related trauma can come at any time. The most stressful calls are the unexpected injury or death of a child, suicidal callers, officer-down reported on scene, and calls involving the unexpected death of an adult. 1

While emergency dispatchers do not see the traumatic incidents, they are every bit as vulnerable to PTSD as first responders. The more of those types of calls an emergency dispatcher handles, the more they are put at risk for PTSD, according to Michelle Lilly, associate professor of clinical psychology at Northern Illinois University. 2

The rate of PTSD across emergency dispatch personnel is somewhere between 18 percent and 24 percent; this percentage reports enough symptoms of PTSD that the individuals affected would likely receive a diagnosis if they were seen by a psychologist and were formally evaluated, according to Lilly. 3

Notably, PTSD can have a delayed onset, developing years after an initial exposure and sometimes in reaction to later trauma exposure. Emergency dispatchers and call takers are at greater risk of PTSD with greater cumulative exposure to traumatic events.

Work Factors and Health Outcomes

Lilly’s recent study, in collaboration with Kim Turner, communication manager of the San Bernardino County, California, sheriff’s department, examined the impact of work-related factors (e.g., work/life balance, burnout, work conditions) on health-related outcomes (e.g., satisfaction with life, depression/anxiety, physical health). 4

Findings were drawn from 833 call takers and dispatchers voluntarily participating in the study through a survey available online to all law enforcement communication centers in California.

According to the study, a better understanding of work-related factors can lead to improved prevention and intervention to alleviate health-related factors (such as depression and anxiety) adversely affecting satisfaction with life and physical health. 5

An imbalance between life and work is a major stressor for anyone and the 911 work environment is characterized by a number of challenging – and potentially stressful – conditions (overtime, shift rotation, extended stationary periods). The study found that consequent burnout was strongly associated with stress and had a significant direct effect on all health-related outcomes.

So, what can be done to succeed in an environment where stress is predominant?

Factors include mutual respect, between coworkers and management and the agencies relying on the work performed in emergency communications, and valuing emergency dispatchers to an extent that recognizes the stress that comes with the job. The ability to recognize the symptoms coupled with programs emphasizing the critical and life-saving role performed by dispatchers, which may enhance dispatchers’ sense of purpose and meaning, may help to reduce the prevalence of burnout in the 9-1-1 workplace. 6

Opportunities for skill development, active use of information to support decision making, collaboration, open communication, a shared can-do approach, and freedom from physical and social harm are also attributes contributing to a healthier communication center. There also needs to be a willingness to perform as a community, participating in core values that unify coworkers and provide a sense of pride in the work accomplished.

The ability to “leave work at work” and develop meaningful hobbies and relationships outside of the work environment may be especially protective for dispatchers, according to Lilly’s and Turner’s research findings. A related study (Ramos and colleagues 2015) suggested that reducing conflict and enhancing balance may affect not only health functioning, but other job-related factors. 7

Critical Need for Performance Standards

Generally accepted standards have been publicly available since 1994, when the National Institutes of Health published an emergency medical dispatch position paper citing standards explicit in International Academies of Emergency Dispatch® (IAED™) established benchmarks. Agencies must implement protocols with which emergency dispatchers can collect the relevant information for the case, accurately differentiate high- and low-priority calls, and ensure appropriate, timely dispatch, as well as accurate and immediate relay of critical and safety information to responders. In addition, agencies must apply a structured program of quality assurance and quality improvement to ensure that dispatchers comply with protocols and standards. 8

The absence of such standards (i.e., an evidence-based process) can lead to adverse outcomes resulting from insufficient assistance; giving unsuitable or potentially injurious pre-arrival instructions; providing the caller false assurance, including telling the caller help is on the way when the response has not been dispatched; or sending response to an incorrect location.

These are the types of mistakes that lead to lawsuits in 
the dispatch center, as identified in research conducted by the IAED.

To conduct the study, Litigation and Adverse Incidents in Emergency Dispatching , an IAED research team scanned publicly available records and databases for dispatch-related litigation, selecting 82 cases, dating from 1980 to 2015, and categorized them by type (e.g., medical, police, fire), and the dispatch-related issue. The date and place of occurrence were also noted. Legal outcomes were identified, when available from city, state, and federal court databases.

With each case, courts increasingly applied generally accepted and disseminated standards of care when reaching their decisions; the failure to meet clear and enforceable standards on the part of the defendant led to adverse findings against the individual or agency.

As the IAED study authors concluded, “Agencies without the recommended practices in place should be prepared to defend their practices in court—and in the court of public opinion.” 9

The costs of legal problems to the workplace go beyond damages and fines. Emergency communication agencies that engage in problem behaviors lose the trust and support of their communities and local governments. Chicago, for example, has been sued regarding dispatch issues 12 times since 1987, paying millions in settlements and damages and causing increasing ill will between the city’s emergency services and its citizens. 10

Emergency dispatch standards set by such organizations as IAED—protocol, certification, training, and accreditation—are important steps in energizing and cultivating effective emergency communications. A mindset that perceives the importance of the work performed by the first link in the chain of emergency care also supports an effective emergency communications environment.

As Turner points out, it’s a matter of treating people in emergency communications as professionals—and not someone just doing a job. Dispatchers are a critical component of EMS. “Everybody needs to know what a professional dispatcher does,” she said.

And research is certainly a direct way of getting there.

Endnotes and Resources

1 Pierce H, Lilly M. “Duty-related trauma exposure in 911 telecommunicators: Considering the risk for posttraumatic stress.” Journal of Traumatic Stress. 2012; March 29. (accessed Dec. 12, 2018).

2 Raskin A. “PTSD and Emergency Communicators.” Journal of Emergency Dispatch. 2016; July 7. (accessed Feb. 19, 2019).

3 See Note 2.

4 Lilly M, Turner K. “Impact of Work-Related Factors on Stress and Health among 9-1-1 Call-takers and Dispatchers in California.” Annals of Emergency Dispatch and Response. 2019: 7.1.

5 See Note 4.

6 See Note 4.

7 Ramos R, Brauchli R, Bauer G, Wehner T, & Hammig, O. “Busy yet socially engaged: Volunteering, work-life balance, and health in the working population.” Journal of Occupational and Environmental Medicine. 2015; Feb. (accessed March 25, 2019).

8 Clawson JJ, Cady GA, Martin RL, Sinclair R. “Effect of a comprehensive quality management process on compliance with protocol in an emergency medical dispatch center.” Annals of Emergency Medicine. 1998; November. (accessed March 26, 2019).

9 Clawson J, Jorgensen D, Gardett I, et al. “Litigation and Adverse Incidents in Emergency Communications.” Annals of Emergency Dispatch & Response. 2018; Sept. 20. (accessed Feb. 15, 2019).

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What Does a 911 Dispatcher Do?

911 dispatchers play an important role as part of the emergency response team. These professionals are usually the first to respond to emergency calls that are made by those who are involved in accidents. Moreover, besides being the first to respond to emergency calls, they also play a major role in dispatching the appropriate officers to the scene of the incident. However, this is not an easy task, and one is required to have a certain set of skills and training to carry out the duty of a 911 dispatcher.

Duties Performed By A 911 Dispatcher

911 dispatchers must possess written, and excellent oral communication skills to carry out their task. That is because they not only respond to emergency calls but also to non-emergency calls for information and support. Furthermore, these professionals are also responsible for providing communication support services and dispatch information to police, fire department and other related services. A 911 dispatcher also does the following

1. Gather Relevant Information

The first thing a 911 dispatcher does is to gather relevant information of where the incident has taken place. This makes it easy for the 911 dispatcher to give a specific location of where the incident is to the officers on the ground. Besides acquiring information of where the caller is calling from, the 911 dispatcher also determines the nature of the call and the urgency as well.

2. Assign Priorities To Specific Emergencies

Besides responding to emergency calls and gathering relevant information, 911 dispatchers also play the role of assigning priorities to officers who are on the ground. Moreover, you also need to understand that emergencies are not classified the same. Some emergencies may require medical assistance while others may demand law enforcement . A 911 dispatcher is responsible for translating information to the rightful codes, which direct the results to law enforcers, fire fighters and paramedics for emergency assistance.

3. Operate And Monitor Computer Equipment And Radio Console

All the information that is received by the 911 dispatcher must go through the radio console and other computer equipment. A 911 dispatcher plays the role of monitoring this equipment and make necessary adjustments that would make processing of information more efficient. That means as a 911 dispatcher; you must have the technical skills to handle this equipment and to make sure that everything works efficiently.

4. Modify And Enter Dater In The Computer Database

911 dispatchers also play the role of entering and modifying data that is stored in the local, national and state computer databases. This is important since most of the information is used for conducting investigations that is why it is necessary to modify some of the information for better clarification.

911 dispatchers may spend most of their time in the office, but they play an important as other officers who are found on the scene on the incident. Furthermore, a 911 dispatcher also helps to identify the appropriate number of apparatus to dispatch for every emergency call that is received.

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Dispatchers Role in Situational Awareness

Call information

Callers are often distraught when calling 9-1-1 and the dispatchers have the difficult task of both calming the caller and extracting quality information from them. If you have spent any time as a dispatcher or in a dispatch center during the processing of a critical emergency call you understand this can be a very challenging task. In haste, the callers often abbreviate what they are saying. Some may become agitated and scream at the dispatchers, complicating the ability to understand.

Depending on the type of emergency, location and time of day, a dispatch center can get dozens of calls about an emergency. The massive influx of 9-1-1 calls can be overwhelming depending on the number of dispatchers on duty.

I once recall a dispatcher sharing a story where he was the only one on duty and the 9-1-1 phones starting lighting up for a residential dwelling fire. He was on-duty alone and was doing his best to dispatch the appropriate police, fire and EMS agencies. As he did, the 9-1-1 calls kept coming in. Finally, as the callers would say “There a house on fire…” The dispatcher interrupted and told the caller the fire department was on its way, hung up, and took the next call. The only problem is, there were two house fires and the dispatcher missed receiving the report of the second house fire because he was cutting the callers off short of allowing them to give the address for the fire. Fortunately, the second house fire was discovered by a police officer while responding to the first house fire. Otherwise, the outcome might have been catastrophic.

Call Takers

The call taker model, while efficient, can have some inherent challenges. There is always the possibility of multiple call takers receiving multiple 9-1-1 calls about the same incident. If the call takers know that one of their associates is taking an incoming call about an emergency, they may simply confirm the address with the caller and tell them responders are on the way. The problem with this is the quantity and quality of information gathered by each caller can be very different. The first call taker might be able to gather very little information from a distressed caller. A subsequent caller (to another call taker) might offer much more information of higher quality but that caller was cut off.

Dispatch training and priorities

In some jurisdictions the priority for dispatcher training and job performance is slanted in the direction of the agency that controls the dispatch center. To some degree this is understandable. The dispatcher is going to give deference to the agency that signs their paycheck. A problem can arise when a dispatch center becomes unresponsive to the needs of other agencies they dispatch for. Dispatching for fire and dispatching for police, for example, are different.

Incident scene communications support

Dispatchers often wear radio headsets that allow them to filter out extraneous noise so they can concentrate on the radio traffic they are monitoring. A dispatcher can have ready access to resource information like weather and traffic condition reports. If they have access to the Internet they can quickly find answers to questions for the commander.

On several occasions I’ve had incident commanders share with me stories where they were operating at emergency scenes and, for whatever reason, did not hear critical radio traffic. The dispatcher was monitoring the radio and immediately informed the commander of the radio traffic and averted a catastrophe.

ETNs and PAR checks

Two support tasks a dispatcher can perform that can be very helpful to emergency responders are Elapsed Time Notifications (ETNs) and Personnel Accountability Reports (PARs). These tasks can be performed by the commander or a command team member as well. Sometimes those additional personnel are not readily available on an emergency scene. This is where the dispatcher can really help out.

An ETN is an announcement, over the radio, for all operational personnel to hear (which means it might have to be announced multiple times on multiple channels so everyone does hear it) of the time that has elapsed at an emergency. This is critical to the formation and maintenance of situational awareness for two reasons.

First, responders need to form expectations of outcomes. This is one of the steps in the decision making process. One of those expectations is HOW LONG should it take for personnel to complete tasks. An ETN helps a commander keep track of the passage of time and can benchmark the time passage to the process of assignments.

Second, Level 3 Situational Awareness is formed by making accurate predications of future events (beyond company-level performance of tasks). Think of company-level performance of tasks as scenes in a movie. Think of Level 3 Situational Awareness as figuring out how the entire movie is going to end.

In most dynamically changing environments responders have a finite time to complete tasks or the situation may overrun them (e.g., extinguish the fire and get out before the building collapses). The amount of time responders can operate in rapidly changing environments is, without dispute, limited. Keeping track of time by way of ETNs helps everyone realize how time is passing. This is very important because, under stress, we can suffer from temporal distortion – a fancy way of saying time can get away from us.

The PAR check is a formal process of accounting for all personnel operating at an emergency scene. The process can be conducted by the dispatcher and the content of the report affirmed by the commander as companies report in, or vice versa. Either way, it serves as a check and balance that all companies are accounted for by two independent parties. The PAR should include company names, crew size, location, and a brief report on their progress. This helps affirm the crew is intact, they’re where they’re supposed to be, doing what they’re supposed to be doing, and whether they’re being effective in their task. This goes a long way toward building incident-wide situational awareness.

Rich Gasaway’s Advice

In addition to training, dispatchers need to practice their skills. As your emergency response agency develops drills to train responders on how to handle emergencies, include the dispatchers in the drills. If you’re conducting a mayday drill, see this as an opportunity to allow the dispatcher to practice their role during a mayday event also. Otherwise, when you really need them, the skills may not be as sharp as you wanted them to be and you might find yourself blaming the dispatchers – which would be unfortunate.

 Action Items

2. If the dispatch center budget cannot afford the staffing to dedicate one person to critical emergency calls, recommend solutions that may include sending one of your responders to the dispatch center to serve as a support person or setting up an agreement where they can call someone in on overtime and your agency will pay the expense.

3. Spend time in the dispatch center. The best way to understand the strains and stresses of being a dispatcher is to walk a mile in their shoes. This will go a long way toward building mutual understanding and in building relationships that can pay off during an emergency.

4. Involve dispatchers in training events. This may include inviting dispatchers to observe or participate in training evolutions or ride-alongs to see, first hand, the job responders perform. This too can go a long way toward building relationships that can pay off during an emergency.

5. See the dispatchers as partners in your service delivery. If that partnership is not as strong as you’d like it to be, then get to work on making it strong. The dispatcher’s role in your success is too important to ignore.

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4 thoughts on “Dispatchers Role in Situational Awareness”

Nice post. In a major incident, using the example of a structure fire or a shooting, one important tip when training telecommunicators is to ask “where is the fire at?” I had a shift one night where there were two separate working fires about two blocks apart. One was handled by a first alarm assignment and the other by a second alarm. Another example is paying attention to the coments heard by the dispatchers taking calls. During an in-progress incident, I was able to put 2 & 2 together and determined that a vehicle stop was in fact, the suspect in a robbery, even though a vehicle hadn’t been mentioned by the victims. Certain types of in-progress law enforcement incidents were ‘toned-out’, while all fire/ems calls received tones.

Tracking staff can’t be emphasized enough. the same agency taught us to do a role call of all involved field personnel once the event was declared secure. We also performed this role call at the end of a law enforcement team’s shift.

Dispatchers are well-suited to negotiating with callers. I can’t recall how many times over the years I’ve handled a request to ‘call the RP and/or resident and have them step out. Once the male (usually) picks up, I’d keep ’em busy while the cops set up outside. If I wa able to convince the suspect to put down the weapon (which I did many times), all the better.

Luckily, that agency learned to trust it’s dispatchers. I can’t say the same for others. I think it’s ironic that telecommunicators can do the job shift after shift, but when something unusual happens, the powers that be decide to bring in field personnel to the command post. Really? And they wonder why the radio communications don’t flow and data is missing. Even worse, if we’re allowed to play on training calls & disaster drills, we aren’t always invited to the after parties. Are they afraid to hear the real critique from us?

Looking forward to your next blog.

Thank you for sharing your input on the post. I hear a lot from dispatchers about how challenging it is to get public safety agencies to appreciate their value to the success of incidents which is unfortunate. I am hopeful that with patience and persistence that may change over time. Building relationships and trust are the key.

Nice article. I’d like to see this moved to the top of the list ~

“5. See the dispatchers as partners in your service delivery. If that partnership is not as strong as you’d like it to be, then get to work on making it strong. The dispatcher’s role in your success is too important to ignore.”

This is an important topic to consider for dispatchers looking to provide the best truck dispatch services in the USA. Situational awareness is crucial for both the safety of the driver and the success of the delivery. As a follow-up question, what are some practical steps dispatchers can take to improve their situational awareness and keep drivers safe on the road?

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911 Dispatchers: A Critical and Overlooked Part of Policing

• October 2, 2023
• Stanford Center for Racial Justice
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The 911 industry is on the verge of a crucial turning point: according to a recent industry study , increasing call volumes and severe staffing shortages are straining 911 centers in over half of the states in the U.S, and in the Bay Area’s major cities . This crisis is significant for public safety—and for those concerned about policing practices in Black and brown communities—because police officers’ actions are informed and guided by the information that they receive from 911 call takers. According to empirical studies, officers are significantly more likely to shoot if they are given inaccurate or misleading dispatch information.

For example, it has been demonstrated that when police officers are erroneously told that a subject has a gun, there is a significant increase in shooting errors. This finding has played out in horrific ways in police killings. In December 2021, based on inaccura te dispatch information about a “shooting” taking place, Los Angeles police escalated their use of force in a mall, and fatally shot fourteen-year-old Valentina Orellana-Peralta with a stray bullet. The supposed “shooter” that they were after was actually attacking people with a bicycle lock. Research by Jessica Gillooly, a sociology and criminal justice professor at Suffolk University, suggests that if the police had been told that the “shooter” did not have a gun– as some callers to 911 did accurately report– then they may have been more hesitant to open fire and the tragedy might have been averted. 

The information that the police have about a scene—such as the expectations that they have about what they will encounter and the level of force that they prepare to apply—can all stem from the choices that 911 professionals make. And beyond the police department, the decision for a public safety system about whether to send the police or another responder, like one of the alternative first responder programs that we discussed earlier in this series, often rests with those who first answer 911 calls. 

In this article, we will consider how dispatch operations can be improved and integrated into alternative first response systems. We focus on the need for retraining 911 professionals —dispatchers, call-takers, and support staff—who serve as the public’s initial contact point. We consulted experts like Professor Gillooly at Suffolk and spoke with the San Francisco Street Crisis Response Team to understand the importance of integrating 911 professionals into alternative response programs. For instance, 86% of the incidents   handled by San Francisco’s team were rerouted from 911 dispatch, contrasting sharply with Oakland’s 6% rate, which has sparked community concerns . Berkely is taking proactive steps by establishing a separate call center for its forthcoming Specialized Care Unit. These efforts should encourage researchers to explore how alternative first response training could improve dispatcher response. What potential waits in the dispatch center for innovating the systems and processes that make up emergency response?

Staffing and Status Issues in the Dispatch Center

911 dispatchers in San Francisco are severely understaffed , to the point where the city had to lower its internal goal of providing a certain emergency response time—from picking up 90% of calls within 10 seconds to only 85%. These staffing issues are not new to the department: in 2017, the state sent the city a warning letter about slow call response times. After the letter, the city did begin the process of onboarding more dispatchers and improving its operations; however, the onset of the pandemic in 2020 brought about a nearly two-year hiring delay, and eight employees who did not comply with the city’s vaccine mandate left. In San Francisco and across the country, low pay, high stress, and poor management contribute to the profession’s high rates of turnover and burnout. Similar chronic staffing shortages have troubled the emergency departments in Oakland , Berkeley , and San Jose . 

Public policy researchers at Transform911 , an initiative based out of the University of Chicago Health Lab, suggest that workplace conditions for 911 professionals must be dramatically improved in order for local governments to better hire and retain staff. One strategy to improve conditions in the profession is to recategorize 911 professionals from their current classification as “administrative” or “clerical” workers to “protective service” employees. The blueprint advanced by policy organizations like Transform911, as well as a bipartisan group of members of Congress , suggests that the current administrative classification fails to capture the stressful, lifesaving, and consequential work that these employees are tasked with, and also makes it more difficult for these workers to argue for competitive salaries and get the same benefits that other public safety workers receive. The reclassification may be one step towards addressing the high rates of burnout and turnover in the field.

Interestingly, in some emergency departments, the 911 dispatcher was once considered a position of prestige. Gillooly documents how in the early days of emergency response, a prominent West Coast police executive selected phone operators based on which officers he thought were most likely to experience career advancement. This had changed dramatically by the late 1970s when a police journalist observed that the assignment to a call operator had become a punishment for sworn officers instead of a sign of career mobility. The decline in the status of the phone operator, Gillooly observes, coincided with when the police chiefs began to hire civilian women as operators, in part because they could be paid less.

Responding to Racial Bias on Both Sides of a 911 Call 

In addition to creating staffing shortages, another consequence of overlooking 911 professionals in the push to rethink public safety is that these government workers are often given inadequate and unstandardized training , and lack consistent protocols to respond to emergencies. Untrained call-takers can contribute to situations in which 911 callers’ racial biases are passed on to the emergency department, and acted on by the police. At its worst, the call-taker’s own biases can even escalate situations. 

An example of this kind of unnecessary call-taker escalation is the widely-covered arrest of Henry Louis Gates Jr., a Black Harvard professor, on his doorstep in Cambridge, Massachusetts. Another study by Gillooly analyzes the initial 911 dispatch transcript from the call leading to the incident and demonstrates how, even though the caller expressed uncertainty and hesitancy about what was happening at the scene to the dispatcher, the dispatcher did not relay this to the responding officer. Instead, the dispatcher reported the incident as a possible in-progress breaking and entering, which primed the officer to enter the scene expecting an aggressive encounter. Gillooly’s research contends that dispatching can be improved by providing more sophisticated training to dispatchers and by altering the dispatching process, which currently does not capture and transmit caller uncertainty well. 

Poor dispatching has had fatal consequences, such as in the case of the 2021 Los Angeles Police D epartment killing of the fourteen-year-old girl in a mall. The 2014 police killing of Tamir Rice, a twelve-year-old Black boy, may have been averted if the police were told, as the dispatcher was, that the “gun” that Rice had was  “probably fake” (it was, in fact, a toy gun). In a randomized control trial, researchers demonstrated that police rely heavily on dispatch information and are significantly more likely to shoot if they are erroneously told that the subject is armed.

On the other side of a 911 call is a caller who also may be acting on their racial biases. Local lawmakers in California have attempted to minimize racial bias from this side of the call through legislative action like the “CAREN” Act that was adopted in San Francisco and has since inspired a similar ordinance in Berkeley . These laws make it unlawful to knowingly make a false call to the police based on someone’s race, religion, or gender. They are often referred to as “Anti-Karen Laws,” as a reference to “ Karen ,” the archetypal privileged white 911 caller who unnecessarily summons police because of racially-biased views against Black and brown people. A similar law in New York was used to successfully sue and fine a white ice cream shop owner who called the police on peaceful Black Lives Matter protestors in August 2021. 

Alternative First Response: An Opportunity for Retraining and Rethinking Dispatch

A city’s implementation of an alternative first-response program typically involves intensive retraining for dispatchers, which creates opportunities to reform dispatch protocols at large. For example, during the pilot period of the San Francisco Crisis Response Team, the team’s directors worked closely with the city’s dispatch center, retraining 180 dispatchers and releasing a regular bulletin with updates about the pilot. While retraining for alternative response, dispatchers can learn what kinds of calls are eligible for an unarmed, behavioral health-oriented approach in the place of a traditional police response. For San Francisco, this meant determining which calls were, in police dispatch terms, “800-B.” 800-B calls do not involve violence or a weapon.

Police dispatch codes depend on acuity levels, which describe how critical a situation is. When dispatchers assign emergencies to acuity levels such as A (high acuity) or B (mid acuity), they practice the skill of risk appraisal , a function that Gillooly identifies as essential for accurate 911 response, but which is often overlooked in training. During the risk appraisal process, a call-taker must extract the relevant information from the caller, interpret the information, and classify the incident in police dispatch code. Gillooly comments on how 911 call-taking in general “lacks strong governance over the risk appraisal process” which leaves call-takers to use their own subjective discretion.   

Dispatcher retraining for alternative first-response programs provides an opportunity to train and refine the process of risk appraisal. Officials behind San Francisco’s Street Crisis Response Team told us that when they began retraining dispatchers, they paid careful attention to the question of how call-takers determine the acuity level of the calls, as those decisions would determine which calls the program was able to respond to. They also described a moment during training in which they had to think through and define exactly what a “weapon” is, as one call-taker had a different understanding than others. This kind of question hints at the complexity that is involved in classifying an endless variety of emergency situations into simple, standardized dispatcher terms.

In addition to fine-tuning risk appraisal by dispatchers, alternative first response programs can also implement systemwide reforms to dispatch protocols. When the Street Crisis Response Team entered Phase 2 of its implementation plan in June 2022 , it made a department-wide change in which 800-B calls, or mid-acuity mental health-related calls, would be routed from the 911 operator to the city’s emergency medical dispatch instead of to the police department’s dispatch. Under the new system, if a 800-B incident is reported and all the Street Crisis Response Teams are busy, then an ambulance will be sent by default instead of the police. The change exemplifies how alternative response approaches can improve e mergency departments on a systems level, and advance a health-oriented approach to crises. Technology can play a role, too. Researchers and policymakers are also exploring how alternative first-response programs can update the computer systems used by 911 dispatchers to report emergencies.

Above all else, officials leading alternative first response programs emphasize the need for close collaboration and coordination with 911 professionals. Andrew Dameron, the Director of Emergency Communications and 911 in Denver, observed that dispatchers may initially feel nervous about deviating from the traditional dispatch protocol. Sending an alternative first responder to an incident can feel like a radical change after decades of dispatching the police. In order to overcome this initial hesitancy, researchers at the NYU Policing Project suggest offering to bring dispatchers on ride-alongs so that they can demonstrate to them the value of the program. Regardless, the collaboration between alternative first responders and 911 professionals creates an opportunity to foundationally reform many of the systems and processes in a city’s emergency department.

Do All Emergencies Start with 911? An Alternate Approach in Oakland

Oakland’s alternative first responder program, MACRO, was recently criticized by community activists for responding to a relatively low number of 911 calls during its first 11 months in operation. But the criticism largely originated from the seemingly low percentage of incidents which were redirected to MACRO from the Oakland Police Department. Local journalists calculated that only 6% of the calls MACRO responded to from August 2022 to March 2023 were redirected from 911 dispatch. At first glance, the number stands in stark contrast with San Francisco’s Street Crisis Response Team, which reported that 86% of the incidents that they responded to in their first year were redirected from 911. However, a comparison of these numbers should take into account that Oakland’s 11-month impact report mentioned 5,414 total dispatches, and San Francisco’s preliminary report on its response team only considered 710 incidents.

It may also be worth considering the racial demographics of each city and the makeup of the people that are the subjects of the emergency calls the programs are responding to. In San Francisco, in February 2023, Black individuals made up 15% of the Street Crisis Response Team’s clients , a number that is higher than the 6% of the population that is Black across the city. In contrast, during the same month in Oakland, 62% of the MACRO program’s clients were Black, while across the city the population was only 22% Black. The MACRO program seems to serve a disproportionately high number of Black clients, a statistic that Oakland officials argue, in a recent impact report , shows the program is effectively achieving its purpose: “As MACRO was designated to do, over 84% of its service recipients are BIPOC.”

Further research may be needed to determine whether this difference in client demographics is a result of the different methods employed for finding incidents in San Francisco and in Oakland—and whether alternative responder programs should prioritize responding to 911 calls or seeking out situations where they can help residents. Most of the incidents that the Oakland team treats are referred to as “on-views”; they are incidents that the team comes across on its own as it moves around the community. This kind of proactive approach, which contrasts with the reactive nature of crisis response, also addresses an important unmet need in the community. 

Studies have also documented that Black Americans are less likely to dial 911 . By focusing on “on-view” incidents and going outside the scope of calls redirected from 911, Oakland may have found a novel way to provide care beyond the limitations of the current system. Another solution to resolve the tension between the racialized connotations of 911 and the mission of alternative responders may be found in Berkeley’s plan to create a separate call center which will have its own phone number for alternative response. Issues like this remain pressing for alternative response programs, and offer compelling opportunities to experiment with and redefine crisis response.

Job Duties of 911 Dispatchers

The 911 dispatcher is often the unsung professional of the emergency response team. These professionals, who gather essential information from callers and dispatch the appropriate first responders to the scene, must be able to take control of situations that may chaotic, heart-wrenching, stressful, confusing, and frenzied.

They must be organized, adept at multi-tasking, level-headed, and trustworthy. Their work within emergency response services often places them in the middle of life or death situations, so requirements and training for these positions are often stringent, rigorous and unwavering.

A General Statement of Responsibilities and Essential Job Functions

The job description for a 911 dispatcher may differ slightly based on the position: Dispatcher I, Dispatcher II, Dispatcher III (supervisory), etc., which influence the job responsibilities associated with the position.

911 dispatchers must respond to emergency and non-emergency calls for assistance and information. They must provide dispatch and communication support services for police, fire, emergency, and related services.

Essential job functions within a 911 dispatcher’s job description will likely detail the daily duties associated with the position, which may include the following:

• Operate a multi-line telephone console system, alerting system, and TDD system for the deaf and hearing-impaired
• Translate information to the appropriate codes
• Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes
• Perform emergency medical dispatch and crisis intervention services
• Ask vital questions and provide pre-arrival instructions for emergency medical calls
• Monitor and operate a radio console and computer equipment
• Receive and respond to a variety of emergency and non-emergency services and complaints
• Ask questions to interpret, analyze and anticipate the caller’s situation as to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies
• Dispatch and coordinate the responses of public safety agencies
• Identify appropriate number and type of equipment or apparatus to dispatch
• Enters and modifies information into local, state and national computer databases
• Monitor and respond to a variety of technical systems and alarms

Required Knowledge

A 911 operator job description will likely be very specific about the knowledge required to adequately perform the job. As such, required knowledge is an important aspect of any 911 dispatcher job description.

911 dispatchers must generally have knowledge in:

• Safety and Security: Candidates must have knowledge of rules, regulations, and procedures, including safety procedures, such as CPR and first aid. Policies and procedures may refer to department policies and procedures related to emergency communications and disaster and special response plans.
• Customer Service: Candidates must have knowledge of providing excellent customer service.
• Telecommunications: Candidates must have knowledge of telecommunications systems, which may include transmission, broadcasting, and switching systems, and computerized databases, including teletype operations and procedures. Further, they must understand basic dispatch codes, as well as standard abbreviations and industry terminology commonly used by emergency medical services and law enforcement agencies.
• Geography: Candidates must understand jurisdictional boundaries, as well as thoroughfares, landmarks, public buildings and waterways within the jurisdiction.

Required Skills

Required skills in a 911 dispatcher job description usually refer to both acquired skills and individual traits. It is therefore common to find the following required skills for 911 dispatchers:

• The ability to develop and maintain cooperative and professional relationships with fellow employees, representatives from other departments, and supervisors
• The ability to use logic and reasoning to reach conclusions and approaches to problems
• The ability to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters
• The ability to think quickly
• The ability to work under stressful situations
• The ability actively listen and communicate effectively through clear speech and hearing
• The ability to follow instructions
• The ability to write clearly and spell correctly
• The ability to establish priorities an pass on information as needed

Minimum Requirements for Employment

Individuals applying for entry-level 911 dispatcher jobs must meet a specific set of requirements as set forth by the hiring agency. As such, these requirements are clearly outlined in a general job description.

For most emergency dispatcher positions, candidates must be at least 18 years old, and they must possess a high school diploma or GED.  Many agencies require dispatchers to possess a valid driver’s license and to not have any felony convictions.

Candidates for these positions must also expect to undergo a background investigation that meets all local, state and federal requirements, as well as a polygraph examination, drug screen, and physical examination, which may include both a vision and hearing test. This type of pre-employment testing is usually completed before a job offer is extended.

Another minimum requirement for employment for a 911 dispatcher includes the completion of a comprehensive training program during the first year of employment. This often includes classroom training and extensive, on-the-job training.

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911 dispatcher's moving essay goes viral: 'I am the person who convinces you that life is worth living'

A moving essay by a 911 dispatcher is going viral simply for shedding light on what she does for a living.

Lynette McManus Jeter posted “Just a Dispatcher” on Facebook on Wednesday, and her honest depiction of her difficult job has touched thousands of people.

“Just A Dispatcher” In order to understand who I am, you must first understand what I do.I am the person who listens… Posted by Lynette McManus Jeter on Wednesday, November 28, 2018

“In order to understand who I am, you must first understand what I do,” she begins the post. The 39-year-old identifies herself to readers as the person who listens to them cry, begs them not to take their life, and talks them through giving their father CPR or their child the Heimlich maneuver. “I am the person who leaves my family, my home, and put my own life in danger during snow, hurricanes and bad weather so that I may be here to answer your emergency.” Still, she writes, to many people she’s “just a dispatcher.”

In the essay, the Chesterfield, Va., resident also goes on to apologize to her family members and friends for the way her work affects her personal life.

“To the thousand of callers that I speak to that think that I’m ‘Just a Dispatcher,’ remember that I may not be the first to arrive at your house but I’m the first person that you may speak to on possibly one of the worse days of your life,” the mother of three concludes. She then quotes Dr. Seuss: “To the world you may be one person; but to one person you may be the world.”

Her post, which includes a photo of her looking defeated at work, has been shared over 10k times, and garnered over 10,000 reactions and 2,600 comments.

McManus Jeter was “shocked” by the response. “I believed that it needed to be said, but I never in a million years was expecting it to go viral,” she tells Yahoo Lifestyle.

She was inspired to write the post at work one day when she realized she wasn’t the only dispatcher who felt this way. “I overheard a younger dispatcher talking to another dispatcher. She was saying how she felt bad because she didn’t have the patience she used to for her parents anymore,” McManus Jeter recalled. “I was thinking to myself, wow, she doesn’t even have nearly the same amount of experience as I did and she is dealing with some of the same personal issues that I am. It was just on my mind and in my heart, so I just begin typing as she was talking.”

McManus Jeter, who works for Henrico County, has been a 911 dispatcher for 15 years. “After 9/11, I really wanted to go into a career in which I was helping people out. So I decided to give dispatching a try,” she explained.

She sometimes doubts her decision, but in the end, the good outweighs the bad. “The fact that I know I’m making a difference in some way keeps me going. I may not always get a thank-you but I know I’m impacting someone’s life,” she reasoned. “I’ve had days where it was just too hard and I thought about quitting for my own mental well being. But then I turn around and have a good day that reminds me why I’m still there.”

As she states in the essay, it’s difficult not to take her work home with her. “I definitely don’t have the patience that I used to have,” she says, which is partly because she’s “trained to get all pertinent information within a certain amount of time.”

She also has a hard time empathizing with people who have more trivial issues. “Seeing so many people having real emergencies, I try not to just brush my friends’ and family’s problems off to something minor. Which can be difficult to do. I try to remind myself this may not be life or death but it’s still major to them,” she said. “It’s difficult to not get desensitized at times when you’re dealing with big stuff on a day-to-day basis.”

Her essay was a way to explain that to people in her life. “I believe people did get a better understanding of what we do from reading it,” she said. “I think most of the time when people call into 911 they don’t think about the person on the other end of that phone that is going through the emotions with them. I’ve had thousands of people reply saying they didn’t realize we went through that or didn’t think about the calls we received.”

The proof is in the comments. “I’ll be one to admit, This just opened my eyes a lil more,” one follower wrote. “I didn’t realize myself what a toll it could have on a person to have this type of job, thank you for being there for us all,” someone else said.

Many fellow dispatchers and first responders are also admirers of her post. “I’ve had an overwhelming amount of responses from other dispatchers, police officers, firefighters. Everyone has been very supportive and thanking me for telling our truth,” she said. “I’ve seen in the Facebook thread friends thanking friends for what they do, mothers thanking daughters, it’s just been amazing.” Others are sharing their own experiences with first responders. “I remember the calm voice I spoke to when my daughter committed suicide… a God send. Thank you ALL for being so kind, compassionate, & caring,” one person wrote. “This stopped me in my tracks today. Much respect & appreciation as ‘a dispatcher’ was there for me during a morning to comfort me as my 20 month old prince hung on to his last few moments of life, and several other occasions that ‘a dispatcher’ was there to carry us thru other tense moments. God bless, prosper & continue to strengthen you ALL mightily,” someone else shared.

Her children are also impressed. “My three kids have all read it and think it’s great,” she says. “My oldest son calls me his hero. My daughter did a mini-interview with me for her school project right before I wrote it,” she gushes.

While painting an honest picture of her profession was a priority, McManus Jeter has a bigger goal: to get 911 dispatchers recognized as first responders. “I’m just hoping from all of this we can finally get the reclassification to first responders that we deserve.”

Read more from Yahoo Lifestyle:

Brad Meltzer, who found the missing 9/11 flag, says son will ‘win homework’ when he sees essay prompt

Principal cleans school when sole daytime custodian has an emergency

Demi Lovato’s friends saved her life with Narcan: Should more people carry this?

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‘So many calls, so many crises': Dispatcher shares day in the life at Fla. call center

During her 8-hour shift, brittany swetson will hear about a shooter, prowler and alligators — real and imagined.

Brittany Swetson 29, of Largo is seen at work Monday, Aug. 22, 2022 in Largo. Swetson has been with the Pinellas County Sheriff’s Office for the past two years.

Photo/Chris Urso via MCT

By Lane DeGregory Tampa Bay Times

LARGO, Fla. — On the sprawling top floor of the sheriff’s office complex, the lights are dim, the windows shuttered. It’s hard to decipher day from night.

Screens blink wall-to-wall with news broadcasts, weather and emergency updates. When a hot call involving a gun or knife comes in, a siren screams.

And in more than 100 cubicles, operators field pending disasters.

“Deputies are en route to serve a warrant,” a dispatcher tells Brittany Swetson, who has come to start her night shift at the Pinellas County Sheriff’s Office. “The suspect might be on the premises. But we can’t send backup because we’re down three units.”

“Everything else is fine!” the dispatcher says. “Have a good day!”

Here, a good day means no homicides. No fatal accidents. No shootings.

Good days are few. But some are less bad.

“Here, no one is allowed to say: ‘It’s quiet,’ ” says Swetson, 29, sliding into her swivel chair. “It’s always a jinx.”

She puts her three-ring “bible” of police signals on the desk. Adjusts her headset, where her tiny talisman, Groot, dangles from the earpiece.

Then she logs on, toggling between five monitors, her mission control.

This Monday in August, Swetson and her coworkers in Pinellas County’s 911 Regional Communications Center will field 2,837 emergency calls.

During her 8-hour shift, she will hear about a shooter, prowler, alligators — real and imagined. Trespassers, speeders, shoplifters. So many calls, so many crises, and here — like in emergency call centers across the country — so much need for more dispatchers.

When a caller dials 911, someone in this room picks up. Then that person alerts Swetson, who relays information to deputies on the road.

Her official title is Public Safety Telecommunicator. She calls herself a dispatcher.

Mostly, she’s the middleman.

“So a dog breeder? A fraud call?” Swetson asks as her shift starts at 2:20 p.m. “It’s a mobile home park there, right? Let me get the lot number.”

She helps officers figure out which calls to respond to and in what order. She tells them when back-up might arrive. She runs checks on license plates, scours reports of past calls, radios deputies to make sure they’re safe.

She operates solely in the present, responding to people’s paranoia and panic, sending help to strangers who will never hear her voice.

She hears the starts of hundreds of stories, and almost never the endings.

[RELATED: ‘One we’ll never forget': Officer, dispatcher recall ‘horrific’ stabbing of 2 kids ]

To be a dispatcher, Swetson says, you have to be patient. It helps if you enjoy adrenaline. You have to be able to juggle a half-dozen calls at a time, find out what suspect might have a gun and alert officers before someone gets hurt.

And you have to take people at their worst.

“You’re not going to call the sheriff’s office because you’re having a good day,” Swetson says.

Some emergency operators last decades. Others quit after a couple of shifts.

Where Swetson works, there are supposed to be 30 dispatchers, but the department is down three.

It’s a modest gap, but since the pandemic, many 911 call centers have been reporting record retirements, mid-career quittings and openings they’re unable to fill. According to April Heinze of the National Emergency Number Association, a pre-COVID-19 vacancy rate hovering below 20% has jumped to over 30%. Some of Tampa Bay’s other large departments are experiencing glaring staffing shortages.

“A lot of people don’t want to go into buildings for work anymore,” Heinze said. “It’s hard to keep people in this job.”

In Pinellas, the job requires 20 weeks of paid training. Salaries range from about $40,000 to $64,000, plus benefits and a $1,500 signing bonus. Most shifts require nights and weekends.

“It’s very difficult to find someone willing to work the midnight shift,” said Eddy Durkin of the Tampa Police Department. “Especially when every call that comes in is negative.”

Of 105 dispatcher positions, his department has 88, he said. Prospects are in training, and the department is looking to hire more.

The Hillsborough County Sheriff’s Office has 30 openings for dispatchers and emergency call takers, out of 121 authorized spots.

“A lot of people think you just answer the phone and send out the police,” Durkin said. “But the calls don’t stop coming. One minute someone’s stereo is too loud. The next, someone is shot.”

3 p.m.: A Toyota pickup is swerving down Park Boulevard. Possible drunken driver. Swetson sends a deputy.

Clearwater Police are chasing a shooter and need the Eagle. “Copy, 51,” Swetson says, sending the helicopter for surveillance.

She speaks in code, citing different numbers for each type of incident, deciphering deputies’ chatter, dispensing encrypted answers.

She’s learned not to get upset about Code 3: hit and run. Or Code 19: overdose. Even Code 34: domestic violence.

But the 8Js really get her: Missing Juveniles.

“Kids are back at school,” her coworker says. “The runaways will start soon.”

[RELATED: Creator of #IAM911 movement reflects on dispatch career, life-changing moments ]

Growing up in tiny Ottawa County, Kansas, Swetson watched her dad head out in uniform for his shifts as an Emergency Medical Technician. Her older brother and younger sister also became EMTs.

Swetson worked at Walmart and Sonic. Went to community college, but couldn’t figure out what she wanted to do.

“All I ever wanted to be was a mom,” says Swetson. “Nothing more. But there’s still plenty of time for that.”

When she was 22, a friend became a deputy and told her their hometown department needed dispatchers. “I didn’t know what that was,” Swetson says. “But I got the application.”

She loved the pace, the variety, knowing she was making a difference, even if it was invisible. She can’t save a shooting victim like her paramedic dad. But she can send a deputy. Connect the dots. Get help.

After working rural Kansas emergencies for six years, Swetson visited a friend in Largo and decided she had to move to Florida. She started working in Pinellas County two years ago, mid-pandemic, and prefers the 2 to 10:30 p.m. shift when something is always happening.

She tries not to think about the strangers’ stories. But some haunt her.

Half an hour later:

A child services investigator needs a police escort to interview a parent.

A high school student is threatening suicide.

A troop of officers is stopping speeders on Bayside Bridge.

Swetson sends responders, responders, responders, then sips from her pink water bottle and leans back.

All around her, coworkers answer calls. Most last less than a minute, then it’s on to the next emergency.

“Okay, a suspicious subject is in the convenience mart?”

“A female has been stabbed? Does she need a paramedic? Stay on the line.”

“A neighbor is blowing a fog horn at her?” Swetson asks a 911 operator. “I don’t have an available unit. She’ll have to wait for something more annoying.”

“Someone’s trying to poison her? Cheat her out of her rent?” she says. “Maybe she needs mental health help.”

“What? He needs pest control? That’s not an emergency.”

Some callers are confused, seeing reptiles slithering beneath their beds.

Others are irate: How dare the landlord, the roommate, the cops?

Some requests make her mad — like the man who complained his neighbor’s trailer was blocking the sidewalk. The deputy learned that the neighbor was packing to move.

Or the man who wanted cops to bust four kids fishing at John’s Pass. “That’s not even illegal!”

Tonight, after calling in license plates for 28 more traffic stops and running 63 record checks, Swetson breaks for dinner — potato chips — then surveys the deputies’ log. Another 15 have started shifts in her sector, central Pinellas. Now she can send someone to talk to that woman who claims she’s being harassed by a fog horn.

“Hey, Charlie, are you still 10/4?” she asks, checking on a deputy she hasn’t heard from in a while.

An hour later, her headset finally goes silent. She’s about to scroll through Pinterest when she gets the call she most dreads.

Juvenile female, 13, has been missing from Largo since 11:30 a.m. She’s not allowed to leave home, but took off with her 16-year-old boyfriend. “Runaway,” says the report on her screen. Swetson recognizes the girl’s name.

“If found,” says the 911 report, “contact Grandma.”

Swetson issues an alert to all Tampa Bay law enforcement agencies. Sends out a description of the girl: 5 feet tall, about 100 pounds, last seen wearing blue sweatpants.

“How bad is her home life that she has to keep running away?” Swetson worries out loud, shaking her head. “Or is it really bad at all? I think about that all the time.”

[RELATED: Who is that voice on the other side of the radio? ]

7:45 p.m.: A man wants a deputy to check on his neighbor’s barking dog.

A man having marital problems might have overdosed on meth.

Someone in a Seminole park found an alligator whose jaw had been taped shut.

“Complainant advises that she’s heard five gunshots outside her trailer,” Swetson tells a deputy driving near 150th Avenue N.

“I’m in the area,” he says. “It sounds like fireworks. Tell her she doesn’t need to be hiding in her bathroom.”

An expired license. A suspicious person. Trespassing at a Circle K.

“An argument at a bus stop? The kid said he was going to get his uncle’s gun and shoot his classmates?” Swetson says. “They’re in middle school?”

A man wants to shoot a coyote with a 12-gauge shotgun. “I’m not sure he can even do that,” she tells her coworker.

Should she send cops to deal with the trespassers? Or divert a unit to check out a suspicious vehicle that might have been part of a hit and run?

The man mad about his neighbor’s moving truck calls back. She decides not to send another officer to meet him.

After answering 168 calls, her shift is over. “So what I’ve got going on for you, a female trespasser is being taken to jail. And 34 is still on a domestic in progress,” she tells the dispatcher who comes to relieve her. “Another unit should be available soon.

“And there’s still no word on a juvenile runaway.”

At home after work, Swetson turns on the TV. On her days off, she immerses herself in “Forensic Files,” “Snapped,” and Oxygen’s new “911 Crisis Center.”

But after almost nine hours of fielding emergencies, she needs to escape.

She switches on “Parks and Rec,” but can’t lose herself in the laughs.

She keeps thinking about that 13-year-old girl, wondering if she’s safe.

Sometimes, she thinks, it’s better if you never find out.

©2022 Tampa Bay Times. Visit tampabay.com . Distributed by Tribune Content Agency, LLC.

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911 Dispatcher Stress- How to Recognize It and Support a Colleague

A 911 dispatch room is a frontline service even though it is sometimes considered backroom work. The staff encounter people when they make that initial 911 call and listen to harrowing details over the phone. They have to get information from distressed folk and pass those details to a 911 crew so that the problem can be dealt with in a timely way. And sometimes this gets to people, even to those who have done the job for lots of years and have significant experience. Here’s how to recognize the signs of burnout in a colleague and how to support them effectively.

Understanding Burnout

One of the first steps to recognizing burnout is understanding what it is. A burnt out person is someone who shows no further enthusiasm for their work because they have worked too hard or someone who shows the signs of this state. Burnout is also described as a light going out- and this is a good analogy for describing that situation when someone runs out of energy. The important thing is to understand that this can happen to anyone at any time. This does not mean that someone is a failure or crazy, but means they need support to get through a difficult phase.

In 911 dispatchers, stress can manifest from long hours dealing with very traumatic calls. Exposure to this type of work leads to people leaving the job, developing psychological problems, and issues associated with stress.Listening to a phone line where something traumatic is happening such as gunfire- or even silence- can leave its mark on dispatchers as a secondary effect. This is why it is vital to employers and employees that they understand burnout so they can help themselves and others.

Research into 911 dispatchers indicated that whereas post traumatic stress and burnout can manifest after an incident, it has a different pathway in those handling calls. Significantly it builds up over a cumulative period of time. This is a major reason for departments handling 911 calls to have effective systems in place to recognize and support colleagues.

How to Recognize Burnout

There are several ways to recognize burnout and 911 dispatchers are as vulnerable to this problem as anyone else. That’s why colleagues need to be able to recognize signs so they can help at an early stage and in a positive and proactive way. This is not just about someone having a bad day at work but a series of things that build up over time. One of the most fundamental things for a dispatch team to do is look out for each other which helps indicate when someone is not their normal self. Listening to their tone of voice when speaking to someone reveals a lot. Do they sound irritable or are abrupt when speaking to callers or colleagues? Another sign of potential burnout is when someone withdraws from people and isolates themselves by not joining in a conversation or completely shutting themselves off from others. They may be tearful or feel as though they are unable to deal with calls.

Burnout shows itself in other ways too. An affected person may take more time off work than usual.They may have difficulty sleeping at night, leading to irritability and fatigue at work. Some increase their drinking and smoking. A lack of focus and attention is also associated with impending burnout. Some people with burnout signs complain of aches and pains, gastrointestinal upsets, headaches, and even post-viral illnesses. Some people end up really ill with chronic fatigue and even heart conditions as a consequence of the stress build up.

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How to Support A Colleague

Take Simple Steps . Notice what is going on around you in the dispatch office. Has there just been a really difficult call that has upset people? Simply asking how someone is feeling helps. It shows that someone is looking out for them without getting too involved. Say something like: “I noticed that appeared to be a hard call to take. Do you want a short break from the phone?” It gives that person an opportunity to take time out to process what has happened.

If you notice that someone is becoming increasingly irritable and unfocused,talking to them in a quiet area away from the call room gives them space to open up if they want to. Go for a coffee or take a walk round the block.

Offer Debriefing . A 911 dispatch center should have a time and opportunity for a debrief, especially when a tough call has come in. Sometimes the entire team needs time to process something, especially after a major incident. Supervisors must be able to recognize this need and ensure that debriefing is built into the normal day to day operational policies in a 911 dispatch center. Debriefing gives people the space to talk, think, and learn from what happened but crucially it enables an open culture. It is a proactive culture that sends a message to colleagues that it is ok and a natural reaction to be upset about a call, but there is support available.

Give Space to Think. As part of general health and wellbeing in the dispatch center, all staff should have training in mindfulness techniques and breathing exercises. A big cause of stress and burnout in a 911 dispatch center is when the mind wanders and creates the what if scenario. By call handlers being trained in techniques to focus the mind, this additional burden is reduced. 911 dispatchers need to take their breaks and ensure they book out their entire allocation of vacation time. Enabling downtime creates a break from constant stress in the workplace.

Enable Access to Professional Support. Sometimes a friendly chat or a mindfulness session is not sufficient. Colleagues may need professional counseling, support from clinical psychology, and even treatment for alcoholism. 911 dispatch departments must have access to these professional services so they can provide support to colleagues affected by the nature of the work. They need to work in partnership with the employee’s doctor, but being able to access a support service that is part of an employee benefit is a positive way of getting help to colleagues quickly.

Sometimes the nature of burnout means that people need to move on from the job and work somewhere else. A 911 dispatch center should have access to opportunities for people who need time away from the calls. Rotating staff through departments is another proactive way of preventing burnout.

Celebrate the Successes. There are times when something goes superbly well in a 911 dispatch office. Someone just talked a husband through helping his wife give birth, or they instructed a member of the public to perform CPR. Following up on the positives and celebrating them as colleagues helps remind people why they do the job they love.

Burnout is an issue associated with places like 911 dispatch centers but by implementing proactive ways of supporting staff, this can be reduced and result in a positive working environment.

https://www.policeone.com/health-fitness/articles/171323006-Dispatcher-trauma-The-unique-stress-of-the-job-and-how-to-overcome-it/ https://iaedjournal.org/ptsd-in-911-communications-qa/ https://scholarworks.sjsu.edu/cgi/viewcontent.cgi?referer=https://www.google.com/&httpsredir=1&article=8109&context=etd_theses https://blog.watsonconsoles.com/4-steps-to-less-stress-911-dispatcher