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8 Things You Might Not Know About 911 Dispatchers


A 911 dispatcher is many things. From answering calls when people are most in need, to coordinating strategies, completing inquiries, providing instructions, and sending help when situations are at their most critical, an emergency dispatcher is a lifeline between people in need and necessary emergency services.
 
An emergency dispatcher's effectiveness hinges on the information that comes from the public. If a caller gives specific descriptions, timely information, and the communication between the dispatcher and emergency services is expedient, the dispatcher's job runs smoothly. However, many times, especially in emergencies, things aren't as simple as this. This, and many other factors make a 911 dispatcher's job both exciting and challenging.
 
As no two days are the same for emergency dispatchers, things tend to get lively. Maybe you have wondered what an emergency dispatcher's day looks like, or perhaps you are looking to be hired as a 911 dispatcher. Either way, there are lots of questions about dispatchers that need to be answered.
 
To help you find answers, here are 8 things you might not know about 911 dispatchers!

8 Things You Might Not Know About 911 Dispatchers

  1. They Need to Know the Emergency Location

Contrary to popular belief (and depictions on television), dispatchers are typically unable to tell where a person is calling from. And, when someone is in an emergency, if the dispatcher does not know where they are, there is no chance that person will get help.
 
If you are in an emergency, let the dispatcher know exactly where you are, preferably by giving an address—and they can dispatch emergency services to help.
 
If you’re unsure that your issue is really an emergency, the dispatcher will be able to decide and send the appropriate response.

  1. They Need You to be Patient

Emergency dispatchers have many things on the go. They are also hired based on their multitasking skills and are well-trained at toggling between tasks. However, there are usually fewer emergency dispatchers than there are emergency services personnel.
 
So, when the dispatcher is taking your phone call, there is probably a lot of coordination happening that you aren't hearing or seeing. The dispatcher may be running checks or informing police or fire of extenuating circumstances like safety issues, among many other concerns that need to be addressed.
 
Emergency dispatchers understand how much stress you are under, but conveying accurate and precise information is the most crucial thing you can do to ensure you receive attention to your emergency.

  1. Verbal Abuse is Part of the Job

As many grateful callers that emergency dispatchers speak to, there are people on the other end of the spectrum. Dispatchers get yelled at and sworn at, criticized, or used as a sounding board by callers.
 
While it is just a small part of the job, it can take its toll on the dispatchers. Dispatchers are often caring and can become invested in the outcome of a call. They also wonder what happens to the emergency services members who respond to the calls. A small thanks goes a long way!

  1. It Can Be a Hard Job

Though supervisors are typically aware of mental health and frequently check on dispatchers, frequent stressful calls can take their toll. The stressful calls are not the only troublesome ones, there are also devastating calls that are hard to forget.
 
Part of the training a dispatcher must complete includes stress management, but further interventions may be required even with this training. It is important for dispatchers to use mental health resources available if they are in need.

  1. They Receive a Lot of Calls

In the US, there are about 650,000 calls to 911 per day. With that in consideration, there are a relatively low number of dispatchers employed or working.
 
This is why people looking to be hired as a 911 dispatcher must be prepared for the job demands and why training is so rigorous. If you live in a large city or your area's dispatchers cover a lot of ground, you might not be aware of the pressure the dispatchers are under or just how many calls they will take in a single shift.
 
A dispatcher job is tedious and can be stressful, but with preparation, training, and patience, the calls can be answered and responded to quickly.

  1. They Are Expert Multi-taskers

Once a call is made to a dispatcher, many steps need to be followed:

  1. It Isn't Easy To Get Hired As a Dispatcher

911 dispatchers go through a pretty intensive hiring process. Aside from communicating effectively and being proficient in administrative and customer service type skills like stenography and word processing, there are a series of exams that a dispatcher candidate must pass to be hired.
 
Dispatcher exams measure aptitude, typing skills, and even multitasking abilities. Some jurisdictions might require dispatchers to have previous knowledge of local, provincial or state laws, federal laws, regulations, and more codes and ordinances.
 
It is important for a dispatcher to be a problem solver, keep calm under high-stress situations, and have a thorough knowledge of the local and surrounding areas.

  1. They Go Through Intensive Training

After getting hired, which can be difficult, 911 dispatchers undergo thorough training to ensure that they are prepared for the demanding job of dispatching. Often, a dispatcher will need to fulfill many hours of training before taking their first live call.
 
Additionally, upkeep of certifications and ongoing learning is important for keeping current in training such as:
 

Police Test Tutor

Now that you know a bit more about 911 dispatchers, your questions might have been answered. However, if your curiosity was piqued and now you are interested in becoming a dispatcher, there are some steps you need to take.
 
Check with your local emergency service providers to see the requirements for becoming a dispatcher in your area.
 
The most important thing you can do in your quest to become a 911 dispatcher is to be prepared as much as possible. This means having a well-written resume, studying for the required tests, and acing your interview.
 
A great way to ensure that you are thoroughly prepared is by enlisting the help of an online career development service like Police Test Tutor. Not only is Police Test Tutor home to the only certified Emergency Services Resume Specialist in the world—but you can also invest in an interview coaching session or two. These sessions will ensure that you have the right answers to the questions you may be asked and give you the confidence to sit for the interview in the first place. Finally, Police Test Tutor offers online test preparations for 911 dispatching aptitude, call simulation, and multitasking tests.
 
Investing in these career development options through Police Test Tutor will help you get the dispatch job you want from a certified career development planner.
 
If you are ready to discuss your future as an emergency services dispatcher, sign up with Police Test Tutor.