Do you thrive under pressure? Do you want to make a difference in police, fire, and emergency response without actually responding to calls in the field? Consider becoming a 911 operator.
In this article, we'll talk about what these skilled professionals do and the steps necessary to become a 911 operator.
What Does a 911 Operator Do?
911 operators answer 911 calls and dispatch the appropriate police, fire, and EMS crews to the scene of the incident. They are also known as 911 dispatchers, emergency dispatchers, and police dispatchers.
This job comprises many challenging tasks, including:
- questioning callers to determine the nature of the call
- determining whether fire, police, or EMS are needed at the scene
- prioritizing emergency and non-emergency calls
- recording call information and data using computer programs
- talking callers through first-aid procedures and keeping them calm until help arrives
911 operators often face stressful or time-sensitive situations. For example, they may have to instruct a caller how to perform CPR or attempt to talk them out of committing suicide.
911 operators typically work in public safety answering points (PSAPs), or emergency response call centers. These PSAPs are typically located within public safety departments at the city or county level.
911 operators commonly work eight-hour shifts, but may be frequently called upon to work overtime. Because 911 operators are needed 24/7, they are often expected to work nights, weekends, and holidays.
What Qualities and Skills Do You Need to Become a 911 Operator?
911 operators must be comfortable and skilled at talking on the phone, using computers and computer programs, and handling high-intensity situations.
They must have mental and emotional stability and be skilled at working under pressure. They must be able to handle stress well and stay calm no matter what is happening on the other end of the line.
They must have good interpersonal skills to speak with a wide variety of callers facing a wide variety of emergencies. They must be caring, empathetic, and compassionate.
They need excellent active-listening and problem-solving skills to determine the nature of the call and the appropriate emergency response. They must be able to make decisions quickly and confidently.
911 operators are highly organized, able to handle multiple calls, and able to prioritize which ones are the most time-sensitive.
They must have excellent communication skills, whether speaking with a caller, relaying information to an emergency response team, or writing reports and inputting call data.
So, do you think you have what it takes to thrive in an emergency call center? Read on to find out how to become a 911 operator:
Step 1: Obtain a High School Diploma or GED
A basic level of education is required to work as a 911 operator. You must have at least a high school diploma or GED.
If you are still in school, focus on keeping your grades up and developing good communication skills. You may want to take electives, such as public speaking or debate, to improve these skills.
If you are no longer in school and did not obtain your high school diploma, you'll need to earn a GED. This is done by passing a series of high school equivalency examinations.
Step 2: Obtain a College Degree or Work Experience
Having a college degree is not necessary to become a 911 operator, but it can give you an edge in the hiring process and help you advance more quickly.
Consider an associate or bachelor's degree in one of the following:
If you do not obtain a degree, you will need to have relevant work experience before you can qualify for 911 operator jobs.
You can gain this experience by working in a call center or in any position that enables you to talk with people or use phones and computers.
Step 3: Undergo On-the-Job Training
Once you have earned your degree or built up your resume with work experience, you can begin searching for 911 operator jobs.
You can find job openings through online job boards or the websites of individual public safety answering points in your state.
You will likely undergo a series of interviews, background checks, skills tests, and psychological and medical examinations. If you are hired, you will need to complete on-the-job training.
This may last for several weeks or months and will likely include both classroom and hands-on training. You will learn about topics such as:
- first aid/CPR
- handling stress
- hazardous materials
- domestic violence
- suicide prevention
Each state determines its own training standards, but most training programs consist of at least 40 hours of instruction.
Step 4: Get Certified
Upon successful completion of your on-the-job training, you may receive certification as a 911 operator and you'll be ready to begin working in your new role.
You may also want to pursue additional certifications, which are not required, but which may increase your chances of career advancement.
Certifications are available through the following organizations:
- National Emergency Number Association (NENA)
- Association of Public Safety Communications Officials (APCO)
- International Academies of Emergency Dispatch (IAED)
Various certifications are available. Some may be required for specific job openings, so be sure and find out what is expected of you at the agency you work for (or hope to work for in the future).
Step 5: Complete Continuing Education
Continuing education is required to maintain and renew your certifications. The type and quantity of continuing education credits will depend on the state you live in and the certifications you hold.
Find out what is required in your state and for your specific certification. It is best to complete continuing education a few credits at a time, rather than trying to complete all requirements at the time of renewal.
Continuing education courses not only allow you to maintain your certification, they will also help you stay up-to-date on the latest in emergency dispatch and allow you to keep your skills fresh.
Become a 911 Operator Today
If you're looking for an intense, fast-paced job and are good at talking on the phone, becoming a 911 operator may be the career path for you. Follow the steps above to pursue this career.
