The job of a 911 dispatcher can be demanding, frustrating, exciting and rewarding, all within the same 15 minutes. Employees in a 911 dispatch center work as 911 call takers, police or fire dispatchers or both. Emergency service call takers and dispatchers are also needed in a variety of other environments, including casinos, alarm companies and security companies.
A 911 call taker has to be ready for anything, at any time. Call takers receive calls for service that can range from “I can’t balance my checkbook” to “my baby is not breathing.” There are many wonderful books on the life of a 911 call taker, including the March 15, 2000 edition of What’s the Number for 911 by Leland Gregory, [Andrews McMeel Publishing] and Answering 911: Life in the Hot Seat by Caroline Burau [Minnesota Historical Society, 2006].
A 911 Dispatcher works the Police and/or Fire radios, dispatching units to both routine and emergency calls and processing requests for service from field units. In many 911 centers, employees are expected to work both as call takers and dispatchers, often simultaneously.
Getting the 911 Job
The application process can vary widely, but in general applicants will need a high school diploma, be at least 18 years old, and speak English clearly. One excellent website devoted to the quest for a 911 position is at the Jobs in 911 website.
Once the application is complete, the testing and interview process begins. Typing tests, oral interviews, board interviews, psychological exams, and polygraphs are all part of the application process used in many 911 agencies.
Because of the immense amount of information available to members of the law enforcement community, including 911 call takers and dispatchers, each applicant is required to successfully complete an intensive background investigation and may not have any felony convictions.
Training for 911
While most 911 training is done on-the-job, many community colleges are now offering 911 training programs to provide an introduction for those interested in a 911 career. For example, the Portland Community College in Portland Oregon offers an Emergency TeleCommunicator (911) certificate to provide students with the basics of the 911 system.
Once hired, training can range from weeks to months, depending on the needs of the 911 center, and is often followed by a probation period. In many centers, training begins with an in-house academy, followed by an on-the-job program where new employees practice their skills under the watchful eye of an experienced dispatcher or training officer.
911 Work Conditions
As 911 centers are open 24/7, 365 days a year, new hires can expect to begin their career on a graveyard shift working weekends. Work days and hours can range from a schedule of 8 hour days, with 5 days on and 2 days off, to a 4 on 4 off schedule of 10 hour shifts. It is safe to assume that work hours are based on seniority, with the least senior people working the less popular days and hours.
Because of the stressful nature of the job, call takers and dispatchers work hard to support each other as well as others in the same profession. 911 Cares is a website devoted to the care and concerns of 911 dispatchers, and The 9-1-1 site provides information on all things related to 911. Many professional dispatchers also belong to the Association of Professional Communications Officers (APCO International).
While working in 911 is exciting and rewarding, it can also be stressful. Taking the time to learn about the requirements, training and expectations of the job can help applicants determine if this is a career path they want to follow, and prepare them for the challenges and rewards that will follow.
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