Public Safety Telecommunicators

Also called: 911 Dispatcher, 911 Emergency Dispatcher, 911 Emergency Services Dispatcher, 911 Operator (Nine One One Operator), 911 Telecommunicator

Public Safety Telecommunicators

Varies

estimated salary

Public safety telecommunicators operate a telephone, radio, or other communication systems to receive and communicate requests for emergency assistance at 9-1-1 public safety answering points and emergency operations centers. Take information from the public and other sources regarding crimes, threats, disturbances, acts of terrorism, fires, medical emergencies, and other public safety matters. May coordinate and provide information to law enforcement and emergency response personnel. May access sensitive databases and other information sources as needed. May provide additional instructions to callers based on knowledge of and certification in law enforcement, fire, or emergency medical procedures.

  • Question callers to determine their locations, and the nature of their problems to determine type of response needed.
  • Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
  • Record details of calls, dispatches, and messages.
  • Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.
  • Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information, and after-hours calls for departments within a city.
  • Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles.
  • Relay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification.
  • Observe alarm registers and scan maps to determine whether a specific emergency is in the dispatch service area.
  • Maintain access to, and security of, highly sensitive materials.
  • Monitor various radio frequencies such as those used by public works departments, school security, and civil defense to keep apprised of developing situations.
  • Read and effectively interpret small-scale maps and information from a computer screen to determine locations and provide directions.
  • Maintain files of information relating to emergency calls, such as personnel rosters, and emergency call-out and pager files.
  • Learn material and pass required tests for certification.
  • Answer routine inquiries, and refer calls not requiring dispatches to appropriate departments and agencies.
  • Provide emergency medical instructions to callers.
  • Operate and maintain mobile dispatch vehicles and equipment.
  • Monitor alarm systems to detect emergencies, such as fires and illegal entry into establishments.
  • Test and adjust communication and alarm systems, and report malfunctions to maintenance units.
Work Context
  • Telephone — 100% responded "Every day".
  • Contact With Others — 96% responded "Constant contact with others".
  • Deal With External Customers — 91% responded "Extremely important".
  • Spend Time Sitting — 90% responded "Continually or almost continually".
  • Importance of Being Exact or Accurate — 89% responded "Extremely important".
  • Electronic Mail — 82% responded "Every day".
  • Deal With Unpleasant or Angry People — 70% responded "Every day".
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Work Activities
  • Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
  • Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  • Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
  • Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
  • Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
  • Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
  • Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
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Detailed Work Activities
  • Coordinate operational activities.
  • Maintain call records.
  • Discuss goods or services information with customers or patrons.
  • Search files, databases or reference materials to obtain needed information.
  • Enter information into databases or software programs.
  • Operate communications equipment or systems.
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Knowledge

Customer and Personal Service
  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Public Safety and Security
  • Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Telecommunications
  • Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
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Skills

Active Listening
  • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking
  • Talking to others to convey information effectively.
Social Perceptiveness
  • Being aware of others' reactions and understanding why they react as they do.
Critical Thinking
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
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Abilities

Oral Expression
  • The ability to communicate information and ideas in speaking so others will understand.
Oral Comprehension
  • The ability to listen to and understand information and ideas presented through spoken words and sentences.
Speech Recognition
  • The ability to identify and understand the speech of another person.
Selective Attention
  • The ability to concentrate on a task over a period of time without being distracted.
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Personality

People interested in this work like activities that include ideas, thinking, and figuring things out.
They do well at jobs that need:
  • Achievement/Effort
  • Persistence
  • Initiative
  • Leadership
  • Cooperation
  • Concern for Others
  • Social Orientation
  • Self Control
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Technology

You might use software like this on the job:

Office suite software
  • Microsoft Office Hot Technology
  • Corel WordPerfect Office Suite
Word processing software
  • Microsoft Word Hot Technology
Spreadsheet software
  • Microsoft Excel Hot Technology
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