A communications dispatcher responds to emergency calls and sends out authorities to resolve the situation. Training is provided on the job, and some communications dispatchers are required to earn and retain certification. Strong listening and interpersonal skills are imperative in this field.
Essential Information
A communications dispatcher, sometimes called a 911 dispatcher or 911 operator, answers calls from the public and coordinates the response of police, fire or medical personnel to the scene of an incident. A communications dispatcher doesn't need a college degree, but must complete in-house training and, in some jurisdictions, acquire and maintain certification.
| Required Education | High school diploma or GED; on-the-job training is provided with employment |
| Other Requirements | Certification requirements vary by state; required coursework may be mandated by employers, to be completed through local professional organizations |
| Projected Job Growth (2019-2029)* | 6% for public safety telecommunicators |
| Median Annual Salary (2019)* | $41,910 for public safety telecommunicators |
Sources: *U.S. Bureau of Labor Statistics
Communications Dispatcher Job Description
Communications dispatchers use a computerized dispatching system to answer telephone calls from the public, assess situations and route the proper responders. The communications dispatcher may work alone in a small jurisdiction or, in a large city, in an emergency call center with other dispatchers.
Responsibilities
Communications dispatchers must question callers in order to prioritize the emergency response. They often remain on the phone with the caller until help arrives. They may be responsible for delivering messages between the callers at the scene of the emergency, responders and others who need to be informed. Communications dispatchers may also handle emergency calls for public works departments that come in when those offices are closed.
The communications dispatcher may use a computer database to look up a suspect's criminal record or to check a vehicle's registration. The communications dispatcher maintains records of all calls and dispatches.
Requirements
Communications dispatchers must have at least a high school diploma or a GED certificate. Most public safety agencies require that dispatchers complete 3-6 months of on-the-job training before working without supervision.
Certification
There is no national certification program for communications dispatchers, according to the Association for Public Communications Officers International (APCO). Many states require dispatchers to complete certification courses through professional associations and update their training periodically. Some local departments offer their own training courses. Training for communications dispatchers includes classroom lectures, hands-on training with equipment and role-playing. Professional organizations offer general certifications or individual ones for police, fire or medical dispatch.
Other Skills
In addition to formal training, dispatchers must have the ability to remain calm and tactful while working under stress. They must be excellent listeners and have good verbal skills. Dispatchers must possess good decision-making ability.
Salary and Employment Outlook
The mean salary for public safety telecommunicators was $41,910 according to the May 2019 salary report issued by the U.S. Bureau of Labor Statistics (BLS). Employment opportunities for these emergency dispatchers were expected to increase much faster than average during the 2019-2029 decade, the BLS predicted.
Dispatching emergency personnel is the job of a communications dispatcher, and they must know how prioritize and effectively handle 911 calls. Professional certification is sometimes required in this field, and most can work with a high school diploma and on-the-job training. Job opportunities for communications dispatchers are expected to increase above average through the year 2029.