Many telecommunicators are employed at official Washington State Public Safety Answering Points (PSAPs); they receive 911 calls directly from the public. Emergency dispatchers may also be hired by other governmental agencies or by private organizations, including medical centers. Some agencies distinguish between call receivers and dispatchers.
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911 Operator Employment
911 Telecommunicators answer all 911 calls, which include emergency, and non-emergency calls for police, fire and emergency medical services. They determine the appropriate call types and course of action based on the nature of the calls. Telecommunicators then enter information into the computer and relay it to the dispatchers. PlayWay is raising funds for 911 Operator on Kickstarter! PC game about Emergency Services - Answer emotional 911 calls, give First Aid Instructions, play on ANY CITY in the world! An emergency is an immediate threat to life or property or an in-progress crime. For NON-EMERGENCY police, fire, or medical aid call: 253-287-4455.
911 Operator Training
Washington makes some distinction between telecommunicators who work at PSAPs and those who are employed by other organizations. PSAP employees have the opportunity to pursue training through the Washington State Criminal Justice Training Commission; they receive state certification. While the training is considered voluntary from a legal standpoint, it may be mandated by the hiring agency. The hiring agency may mandate – and provide – a number of other trainings.
PSAP employees may also be recognized by Washington State on the basis of equivalent training.
Telecommunicators who dispatch emergency medical services have specialized training needs. Washington has not instituted statewide Emergency Medical Dispatch standards. However, individual counties have mandates in place.
Higher education, such as an associate’s or bachelor’s degree, may offer additional opportunities and status in the Emergency Dispatcher field.
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Educational Standards
Telecommunicators are generally expected to have 12th grade level education. College education may prove useful to those who wish to advance. In some instances, it is also useful at the entry-level, either to develop skills or to compensate for a lack of work experience; the latter is at employer discretion.
Some hiring agencies administer assessments. The Criticall is used at many centers around the nation. Duties and working conditions aren’t identical from site to site; thus individual employers administer different portions of the Criticall. Prospective telecommunicators should be aware that there is a strong correlation between assessed skills and job success. Even if these skills aren’t assessed at the onset, chances are they will be needed.
Prospective telecommunicators are frequently required to pass a typing test. Some hiring agencies also administer other types of assessments. Prospective Emergency Communications Dispatchers in Redmond are given a writing assignment as part of the evaluation process (http://agency.governmentjobs.com/redmondwa/default.cfm?action=viewJob&jobID=1206929).
Training Opportunities
Telecommunicator training is provided by the Washington State Criminal Justice Training Commission . There is no cost for the training. In order to attend, the telecommunicator must work at a Washington PSAP. The Commission offers training at the Telecommunicator I and Telecommunicator II levels. Each of these courses is 40 hours and culminates in a test. Students scoring at least 70% receive certification. Initial certification is valid for two years. In order to renew the certificate, the telecommunicator must have 24 hours of continuing education or in-service training.
The Telecommunicator I course provides some introduction to emergency medical dispatch as well as to general telecommunicator duties. The following are among the topics covered:
- Telecommunicator role
- Active listening
- AMBER Alerts
- Emergency medical dispatch overview
- Incident command system introduction
- Challenging callers
- Suicidal callers
- Stress management
The second course delves more deeply into law enforcement and fire services dispatch. Content includes the following:
- Fire operations and dispatch methods
- Law enforcement dispatch methods
- Responder safety issues
- Hazardous materials incidents
Telecommunicator I and II courses are most frequently held at the Burien location. Registration information and student guides can be found on the information page for each course.
An individual hired by a Washington PSAP can be recognized for equivalent training completed during the prior year, whether through an in-house Washington program, out-of-state program, training vendor, or school. The individual will need to pass an examination. Details are available on the Commission website (https://www.cjtc.wa.gov/).
The Commission also provides a 24-hour Telecommunicator IV course that helps dispatchers overcome communication obstacles and succeed long-term. There is no associated examination. The hours can be applied toward continuing education requirements. The following are among the topics covered:
- Framework for personal effectiveness
- Overcoming workplace negativity
- Understanding other’s behavioral styles
- Conflict resolution
As emergency communications professionals take on additional responsibilities, they can again turn to the Commission for training. The Commission offers courses for instructors, training officers, and supervisors.
Telecommunicators who do not work for PSAPs still have access to quality training. Dispatchers may also enroll in short-term courses through professional organizations such as the Association of Public Safety Communications Officers (APCO International) or the International Academies of Emergency Dispatch (IAED). Some emergency communications agencies partner with national organizations to provide training.
Emergency Medical Dispatch
There may be additional EMD requirements set at the county level.
In King County, for example, dispatchers who handle medical service calls receive training in Criteria Based Dispatch (http://www.kingcounty.gov/healthservices/health/ems/emd.aspx).
Long-Term Career Options
A successful dispatcher can move through the ranks or transfer skills to related occupations. One important role is that of instructor. Some Washington State emergency communications professionals become contractors for the Telecommunicator Program Office.
To get a sense of the many jobs available in 911, one can visit the website of the Kitsap 911, or Cencomm (http://www.kitsap911.org/job-descriptions/). Cencomm has provided detailed job descriptions for a variety of supervisory, technical, and administrative roles. Some can be achieved through successful work experience while others also require academic education or specialized training. An operations support technician, for example, will need computer or electronics coursework through a college or technical school as well as experience with computer aided dispatch/ enhanced 911 systems; the agency also looks for experience with particular software programs and applications. At the level of assistant director, a person is expected to have, in addition to five years of progressively responsible experience, a degree at the associate’s level. Among the qualifying fields are law enforcement, public administration, and business administration. Titles and requirements will of course vary somewhat from one jurisdiction to another.
Academic degrees can provide career flexibility and help prepare individuals for other related roles in the public safety or emergency management arenas. An Emergency Management Program Specialist I hired by Washington State is generally expected to have a degree at the bachelor’s level, though experience in related areas (for example, training) may be accepted in substitution.
Many Washington dispatchers are not only trained through a law enforcement academy but are employed in PSAPs housed in law enforcement agencies. Dispatchers may find themselves interested in other areas of criminal justice or public safety.
Additional Information
Information about training for PSAP employees is available from the Washington State Criminal Justice Training Commission. The Telecommunicator Program Manager can be reached by telephone at 206-835-7351. Additional contact information is available online (https://www.cjtc.wa.gov/).
Washington State’s professional association is a combined chapter of APCO International and the National Emergency Numbers Association (http://waapconena.org). Washington APCO-NENA has provided a map of the state’s PSAPs; contact information is also provided (http://waapconena.org/psap.htm).
New Jersey has set statewide training standards for telecommunicators who work at Public Safety Answer Points, or PSAPs; these are the centers where 911 calls are first received. In some cases, these training mandates also apply to dispatchers who work at Public Safety Dispatch Points, or PSDPs.
Some mandates relate to a specific type of emergency dispatch: Emergency Medical Dispatch (EMD). EMDs dispatch emergency medical services and also carry out pre-arrival protocols.
Mandated training may take place over a course of days. An individual can be hired as a trainee before completing training, though some hiring agencies may state a preference for individuals who already hold certification.
Before hire, the individual will need to meet requirements set by the individual agency. In many cases, this is a governmental authority. A majority of New Jersey’s PSAPs and PSDPs operate at the county level. A majority are in law enforcement agencies, though there are various possible settings, including colleges. Some dispatchers work for the state police. Some work for health systems. In some settings, an individual will answer emergency and non-emergency calls or will perform dispatch and other security-related duties.
Higher education, such as an associate’s or bachelor’s degree, may offer additional opportunities and status in the Emergency Dispatcher field.
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Meeting Entry-Level Requirements
Dispatchers typically need a high school diploma or GED. Occasionally, an employer will state a preference for individuals who have had some college coursework. Occasionally, an EMD service will state a preference for individuals who have had experience as emergency medical technicians.
The public safety dispatcher will need a broad skill set, whatever his or her educational level. The New Jersey Civil Service Commission lists job titles and basic requirements for state and local civil service positions. Skills include interacting with people in difficult circumstances, applying laws and regulations, operating programs and equipment, preparing reports and data, and communicating effectively. The knowledge base includes local geography as well as police, fire, and medical terminology, communications equipment, dispatch procedures, emergency management procedures, and chains of command.
Bilingualism can be a plus. Some job codes are used only for those who are bilingual in Spanish and English.
A prospective telecommunicator may need to take a typing test and/ or aptitude test.
911 Operator Requirements
Telecommunicator Training Requirements
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Dispatchers who work at PSAPs must complete approved telecommunicator courses. Courses cover, at minimum, the following content:
- Interpersonal communication
- Telecommunicator public safety role
- Telecommunicator systems
- Telephone techniques
- Radio broadcasting
- Emergency medical services function
- Fire services function
- Police services function
- Enhanced 911 systems
- Public safety record keeping
- Legal issues
The Commission has provided a list of approved training programs (http://www.nj.gov/911/instructor/). As of 2015, the list includes courses by the following providers:
- Association of Public Safety Communications Officials (APCO)
- International Academy of Emergency Dispatch (IAED)
- National Emergency Communications Institute (NECI)
All three providers are approved to offer programs at physical locations. APCO also offers an approved online telecommunicator training program. The APCO certification is termed ‘Public Safety Telecommunicator’; the IAED certification, ‘Emergency Telecommunicator’, the NECI course, ‘Basic 9-1-1’.
Courses may be offered through various sponsors, for example, Jersey Shore Safety Consultants.
A list of upcoming classes is available on the website (http://www.state.nj.us/911/home/highlights/classes.html). The list may not include all courses.
A dispatcher will need eight hours of training a year to maintain New Jersey certification.
According to state administrative code, dispatchers who staff PSDPs may be certified by or may complete local training programs specific to the type of dispatch they provide; this may be fire, police or emergency medical services (http://www.state.nj.us/911/resource/reg/index.html#3).
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A basic telecommunicator program is about 40 hours, or one week.
Some agencies have their own training programs in place. These may be significantly longer. The New Jersey State Police Operational Dispatch Bureau has a five week training program (http://www.newjersey.gov/njoem/odb.html).
Additional Requirements for Emergency Medical Dispatchers
In many cases, Emergency Medical Dispatch (EMD) certification will be required as well. The State of New Jersey requires employees of PSAPs to hold EMD certification. There is an exception: when a PSAP directly transfers emergency medical calls to a PDSP that does employ certified staff.
The New Jersey Office of Emergency Telecommunications Services has approved four training vendors. Medical dispatchers may be certified by APCO, IAED, or NECI or by the New Jersey Office of Emergency Telecommunications Services (NJOETS) itself. NECI certification is termed ‘EMD Communications Officer’. Most other certifications are termed ‘Emergency Medical Dispatcher’.
The employing agency will likely have a particular vendor that it utilizes.
911 Operator #2
An EMD will need to recertify periodically. He or she will use the vendor’s recertification program if there is one in place. Otherwise, recertification will be through NJOETS.
The emergency medical dispatcher will need to hold CPR certification through the American Heart Association, the American Red Cross, or the National Safety Council.
Call-takers or dispatchers who are not certified as EMDs may substitute in cases of illness or emergency. However, they will still need to meet requirements described in state administrative code (http://www.nj.gov/911/resource/reg/index.html).
Long-Term Career Opportunities
911 Operator Salary
Dispatch is part of a much broader field: emergency management.
Skilled dispatchers may move into supervisory positions on the strength of experience and of skills attained on the job or through continuing education or academic coursework.
Higher level positions in emergency communications and emergency management typically require degrees. Public administration and emergency management are among the options.
Additional Information
Information about emergency dispatch requirements is available from the Office of Emergency Telecommunications Services (http://www.nj.gov/911/resource). The OETS has provided a staff directory (http://www.nj.gov/911/contact/).
The New Jersey Chapter of the National Emergency Numbers Association is an additional professional resource (http://njnena.org).