What Does a 911 Dispatcher Do?

Important Facts About This Occupation

Source: U.S. Bureau of Labor Statistics

Work Environment

A 911 dispatcher works in a very stressful environment; an improper response or delay increases the risk and health of the caller. You must remember that callers are often frightened or excited and may not be able to give you the proper information. In some situations, the caller may become angry or abusive, and you must be able to stay in control of the situation. As a 911 dispatcher, you use telephones and computers and communicate with emergency response teams with two-way radios. Sitting for long periods of time and monitoring a computer screen could cause eye strain and back pain. Although dispatchers generally work a 40-hour week, you are often subjected to rotating shifts and alternative work schedules.

Education and Training

According to the BLS, 911 dispatchers generally, develop their skills in on-the-job training that usually last three to six months. Many states require training or certification from a professional association. As a 911 dispatcher, you may be required to offer medical advice in case of emergencies. Because state and local laws often govern police or emergency medical response teams, some states may require you to pass tests that prove you have achieved a basic level of skills and knowledge. Although a high school diploma is the only formal educational requirement, you may choose to enroll in a course that covers essential topics for 911 dispatchers, such as:

• Crisis intervention
• Civil/criminal law
• Stress management
• Emergency medical dispatching
• Radio broadcasting procedures
• Communication center operations