911 Dispatcher Career Guide

What is a 911 dispatcher?

A 911 dispatcher takes 911 calls and directs them to the police, fire department, or emergency medical teams to allow for quick responses to emergencies. A 911 dispatcher has to be a great listener and a strong communicator. They also have to remain calm and collected in an emergency. 

A 911 dispatcher must be prepared for the unexpected as every call is unique. They deal with a wide range of people on the other end of the line who can be frightened, injured, anxious, shouting, crying, screaming, barely understandable, and more. They attempt to take down vital information, regardless of the emotional and physical state of the caller, such as the name of the caller, details of the situation, and an address. They then assess the location of the nearest emergency medical teams, police officers, and/or fire department, and dispatch the appropriate team to the scene. 

Some 911 dispatchers are qualified to provide basic medical information to the caller before emergency teams show up at the scene. They stay on the line with the caller and attempt to calm them or keep them calm until help arrives. These professionals work under very stressful situations and must keep a clear head at all times.

Qualifications and eligibility

To qualify for a position as a 911 dispatcher, you must have a high school diploma or a GED. Other qualifications may vary by state due to differing laws that govern police dispatchers or emergency response teams. Some states require specific training or certification from an accredited association, and others may require that you know how to offer medical advice in emergencies. You might be required to pass one or more tests that prove you have achieved a basic level of skills and knowledge. Dispatchers typically develop their skills in on-the-job training that usually last three to six months, but some opt to enroll in a course that covers essential topics needed, such as crisis intervention, civil/criminal law, stress management, emergency medical dispatching, radio broadcasting procedures, and communication center operations. 

The minimum requirements for becoming a 911 dispatcher are:

• Must be at least 18 years of age
• Must have a high school diploma or GED
• Must pass the computerized pre-employment test
• Must pass an extensive background investigation
• Must pass a medical examination
• Must pass a drug screening
• Must pass a computerized voice stress analysis (CVSA)

In some states, you might also need to:

• Attain certification
• Acquire a license
• Pass the state certification exam  

Check the requirements in the state where you intend to work.

Computer skills are essential to receive, record, and manage emergency calls. Dispatchers must also be familiar with radios, recording equipment, and computer-aided dispatch (CAD) systems. They must know how to operate multi-line phone systems and emergency alert systems. They need basic database skills to enter case information into local and national databases. 

To become a police dispatcher, individuals should be familiar with the area they work in, including major streets, highways, landmarks, buildings, waterways, and city or county boundaries. They need excellent communication skills to clearly instruct response teams on where to go. Compassion and calmness under pressure are vital as dispatchers often talk to callers who may be in the middle of very stressful situations and highly emotional states. They need good judgment and the ability to quickly evaluate situations and make quick decisions. Good typing skills are also required as 911 dispatchers must accurately record each case.

Collaboration is a key element for these professionals as they work closely with a wide range of law enforcement officers, firefighters, paramedics, and supervisors.

Work environment

A 911 dispatcher works in an office setting where they use computers and telephones. They typically work in communication centers called public safety answering points (PSAPs) where they sit for long periods while communicating with callers or emergency response teams throughout their shift. The environment is very stressful as they deal with emergency situations constantly, and in some cases, their actions can mean the difference between life and death. Callers can be excited, frightened, agitated, angry, and even abusive. 911 dispatchers have to stay in control of the situation at all times. 

Besides computers and phones, dispatchers can also use two-way radios to communicate with emergency teams. They monitor computer screens for long periods and must be careful of eye strain and back pain. 

Typical work hours

Most 911 dispatchers work a 40-hour week, but they work in a 24/7 environment, providing round-the-clock coverage, so they are often required to work rotating shifts and alternative work schedules, which include nights, weekends, and holidays. 

Position trends

The U.S. Bureau of Labor Statistics predicts an 8 percent growth for public safety telecommunicators from 2020 to 2030, about as fast as the average for all occupations. They project an average of 9,800 openings for public safety dispatchers each year over the decade.