911 Operators help in ensuring emergency cases are attended to promptly by the police.
- Welcome to the 911/112 Operator Wiki, a community dedicated to the simulation video games 911 Operator and 112 Operator! You take the role of an emergency hotline dispatcher in cities around the world, simulating the tasks and responsibilities of a real dispatcher. Manage the city's first responders and send the correct team to the location of.
- In 911 OPERATOR, you take on the role of an emergency dispatcher, who has to rapidly deal with the incoming reports.
- How to Become a 911 Operator 911 professionals, often described as the “first-first responder,” are responsible for gathering essential information and relaying it to the right kind of help to the right location while potentially providing medical or other instructions until help arrives at the caller’s location.
- The 911 operator job requires at least a high school diploma and relevant certifications to access. The major qualities you need to succeed on the job include communication, decision-making, and IT skills. 911 Operator Job Description Example/Template. 911 operators perform various functions to enhance public safety.
911 Dispatcher Job Description. 911 emergency dispatchers receive emergency calls by telephone, radio system, or computer-aided dispatch system. They question callers to obtain the information.
911 Operator Job Description Example, Duties, and Responsibilities
What Does a 911 Operator Do?
911 operators are public safety telecommunicators who work at emergency response centers to relay reports of public distress to appropriate law enforcement agency.
Their job description involves operating radios and taking phone calls to gather and forward information of ongoing crime, disturbances, or other emergency to the police.
911 operators otherwise known as 911 dispatchers play a vital role in sending patrol officers to locations where their services are required.
They receive and listen to stress calls to obtain information useful in facilitating police intervention.
They also keep calm and maintain a professional front when interacting with callers irrespective of the severity of a situation.
911 operators as part of their duties monitor and record the location of on-duty police officers to allow for easy and effective dispatch.
They utilize and operate computer-aided dispatch programs to assign case numbers and keep track of calls.
They also evaluate crisis situations to determine number of police ambulance or fire units required.
Usually, 911 operators request callers to provide their name, address and details of a situation.
They input and retrieve information from teletype networks regarding wanted persons, stolen property, and stolen vehicles.
They also monitor alarm registers and scan maps to determine if an emergency unit is available for dispatch.
In fulfilling their work description, 911 operators maintain accurate record of emergency call information.
They conduct customer assessment to identify customer satisfaction level and determine the need for improvement in quality standards.
They also maintain an up-to-date knowledge of broadcasting, transmission, and operation of telecommunication systems.
In performing their duties, 911 operators carry out studies to update their knowledge of relevant language and its structure.
They utilize administrative and clerical systems to process and manage files/records.
They also conduct research to stay abreast with new legislations, legal codes, and law.
911 operators are responsible for prioritizing multiple incoming calls to ensure more severe cases are handled promptly.
The 911 operator job requires at least a high school diploma and relevant certifications to access.
The major qualities you need to succeed on the job include communication, decision-making, and IT skills.
911 Operator Job Description Example/Template
911 operators perform various functions to enhance public safety.
The job description example below shows the major tasks, duties, and responsibilities usually assigned to individuals who work in this position:
- Advise callers on how to handle an emergency situation while waiting for the police to arrive
- Simultaneously handle multiple communication channels such as radio, telephone, and online messaging
- Maintain a calm disposition while proffering safety recommendations to terrified callers
- Utilize administrative tools such as word processors to prepare a variety of case records
- Collaborate with supervisors, subordinates, co-workers, and appropriate emergency services to address the needs of callers
- Monitor alarm systems to respond to calls pertaining to theft, intrusion or armed robbery
- Employ their logical skills in evaluating alternative solutions to determine most suitable approach to a problem
- Interact with callers to obtain relevant information regarding their location, identity and emergency situation
- Maintain accurate record of emergency calls, messages and dispatch details
- Utilize computer database and network to input and retrieve information regarding stolen vehicles, wanted or missing persons
- Monitor the location and availability of patrol units so as to dispatch appropriate teams during emergency
- Maintain up-to-date knowledge of radio transmission, broadcasting, control and operation of telecommunication systems
- Read and interpret maps so as to provide callers with clear directions
- Maintain knowledge of the structure and grammatical content of appropriate language.
Requirements – Skills, Abilities, and Knowledge – for 911 Operator Job
To find qualified candidates with the right skills and qualities for the 911 operator job, the following are common requirements applicants are expected to satisfy:
- Education and Training: To become a 911 operator, you require a high school diploma and certification from a professional association. Some states require 911 operators to pass emergency medical response tests. Having a college degree in crisis intervention, stress management or radio broadcasting is also relevant for the 911 operator position
- Communication Skills: 911 operators are skilled in clearly communicating the location and details of an emergency situation to police officers
- Decision Making Skill: They are adept at proffering effective recommendations to distressed callers to ensure their safety while waiting for the arrival of the cavalry
- IT Skills: They are proficient in handling a range of equipment and systems among which include computers, transmitters, and receivers
- Pre-employment tests: This position usually requires candidates to take a test to be hired. Find out the assessment tests you will need to take and how to pass them easily.
Conclusion
This post provides a sample 911 operator job description that can serve as a template in making one for hiring for the position and assigning responsibilities to newly hired operators.
Job seekers interested in this position will also find this post helpful in learning about what 911 operators do, and so be able to make informed decision on getting into the career.
Did this post help you learn more about 911 operator duties and responsibilities? Please, give your comment in the box below. You may also share your work activities if you are a 911 operator.
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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.
Select a New Jersey 911 Dispatcher Topic:
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.
Telecommunicator Training Requirements
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).
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.
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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
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
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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).