911 Operator Career Guide

What is a 911 operator?

911 operators are telecommunications operators who work at emergency response centers where they relay details of incoming 911 calls to law enforcement, fire departments, or emergency medical teams. They gather and forward information on ongoing crime, disturbances, accidents, or other emergencies to the appropriate emergency response team.

In some locations, a 911 operator may perform the same role as a 911 dispatcher, and the titles may be interchangeable. But in many larger departments in bigger cities, the roles of a safety dispatcher and an operator may be different. An emergency dispatcher typically takes the initial call and then assigns the proper first responders to the scene. The operator, however, coordinates any other necessary efforts after the initial call, including ensuring that the different response teams communicate with one another.

911 operators monitor and record the location of on-duty police officers to allow for the most effective dispatch when an emergency arises. They use and operate computer-aided dispatch programs to assign case numbers to each incident and log each call in a database. They must be alert and quickly assess the situation so they can determine the number of police, emergency medical teams, and fire units to send to the scene. 

911 operators must be good communicators and must be able to work effectively under stressful conditions. They deal with a wide range of callers, who might be injured, hysterical, angry, or virtually incoherent, and try to get needed information, such as name, address or other location, and details of a situation. They must remain calm under pressure and have the ability to calm down callers if needed. They stay current on wanted persons, stolen property, and stolen vehicles. They must have excellent attention to detail as they must keep accurate records of emergency call information. They also have to stay up-to-date on legislations, legal codes, and laws in the city, county, and/or state they work in.

Qualifications and eligibility

To work as a 911 operator, you must have a high school diploma or a GED. Many jurisdictions require certification from a professional association. Some states also require 911 operators to pass one or more emergency medical response tests. 

Skill required to become a 911 operator include:

• Communication – they work with callers and different response teams and must be able to communicate effectively, especially in an emergency situation
• Decision making – 911 operators must make crucial decisions quickly to help distressed callers and get the right response teams to the scene
• IT skills – 911 operators must be computer literate and proficient in handling a range of equipment and systems, such as computer-aided dispatch (CAD) systems, radios, transmitters, and receivers
• Compassion
• Empathy
• Collaboration skills – 911 operators work closely with a wide range of law enforcement officers, firefighters, paramedics, and supervisors
• Attention to detail
• Observation skills
• Calmness
• Sound judgment
• Able to type 35-40 words per minute

Typically, positions require pre-employment tests that candidates must pass to be considered for employment. Check which tests are required in the area you want to work. You can find online resources and practice tests to help you.  

The minimum requirements to become a 911 operator are:

• Must be at least 18 years of age
• Must have a high school diploma or GED
• Pass the computerized pre-employment test
• Pass an extensive background investigation
• Pass a medical examination
• Pass a drug screening
• 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.

Work environment

A 911 operator works in an office setting where they use computers, telephones, and special telecommunications systems. 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 can be very stressful as operators handle emergency situations throughout their shifts, and in some cases, their actions can mean the difference between life and death. Callers can be injured, frightened, agitated, angry, and even abusive. 911 operators have to stay calm and be in control of the situation at all times.

Typical work hours

Most 911 operators work a 40-hour week. Communication centers are round-the-clock operations, 365 days a year, so operators may be required to work rotating shifts and alternative work schedules, which may include nights, weekends, and holidays. 

Position trends

Over the next 10 years, there will be an 8% growth according to The U.S. Bureau of Labor Statistics. There should be just under 10,000 job openings for 911 operators each year for the next decade, making this a fairly stable career choice.