911 Operator - Complete Edition For Mac

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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.

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In their goal of saving lives, 911 dispatchers must be calm under pressure and able to take control of often-unpredictable situations.

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911 Dispatchers Save Lives Every Day

It is important for the 911 dispatcher to procure the right information from a caller during a time of emergency and crisis. Emergency dispatchers understand that the more details they can get from the call, the better prepared the emergency responders will be when they arrive at the scene of the emergency. You want responders to move quickly and effectively to assess the situation so that proper action can be taken. These specially trained 911 operators realize that they make a difference in each “life or death” situation. Dispatchers must remain calm, collected and mentally sharp when dealing with 911 callers in order to help emergency responders maximize their efforts.

Muse dash crack. 911 Dispatchers conduct the following important tasks, among many others:

  • receiving incoming emergency calls
  • prioritizing calls based on the details of an emergency
  • providing detailed instructions on life-saving emergency medical interventions
  • dispatching the proper emergency personnel in a timely and effective manner

The Nation’s 911 Office, located in Washington, DC, oversees the 911 emergency response system for America. The Public Safety Answering Points (PSAP) are located within the municipalities and counties of each state. Each state makes the final determinations on the basic qualifications, prerequisites and specific training guidelines for new 911 dispatcher recruits.

Learn How to Become a 911 Dispatcher in your State

Your Game Plan for Becoming a 911 Operator

Requirements for Employment

In order to become a 911 dispatcher/operator, candidates must adhere to the minimum requirements: at least 18 years of age and have earned a high school diploma or a GED. Usually, most agencies will also require candidates to have a valid state driver’s license.

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Most of those who pursue an occupation in emergency dispatch often will have completed a college degree program in a field that is closely related. A related degree can provide you with unprecedented knowledge of highly relevant facets such as communications, emergency management, the criminal justice system and particular public safety standards.

A 911 operator, also known as 911 dispatcher, has a very important job to perform while professionally helping callers remain calm.

911 dispatchers work at public safety answering points (PSAPs), which are primary points of contact for individuals who dial 911.

PSAPs can be located at the following places:

• police stations
• fire departments
• dedicated call centers
• public safety departments

911 dispatchers conduct the following important tasks, among many others:

• receiving incoming emergency calls
• prioritizing calls based on the details of an emergency
• providing detailed instructions on life-saving emergency medical interventions
• dispatching the proper emergency personnel in a timely and effective manner
A 911 dispatcher will need the following training:
• Advanced First Aid/CPR/AED
• Suicide Intervention
• Critical Incident Stress
• Domestic Violence
• Terrorism
• Basic Telecommunications
• Emergency Medical Dispatch
• Hazardous Materials
• TTY Training

For those individuals with the goal of advancing in this profession, a college degree often provides better career advancement and opportunities. Bear in mind that many agencies do accept a formal academic program as a viable substitute for experience, often allowing you to accelerate into a management-related position faster than those without.

Study areas that are considered the most relevant for the occupation of 911 dispatcher/operator include the following:

  • Public Safety
  • Emergency Management
  • Communications
  • Homeland Security
  • Criminal Justice

Finding The Right Employer for 911 Dispatcher Jobs

A great route to identify 911 dispatcher opportunities is to look for the state’s public safety answering points (PSAPs). These are the best contact points for people who call 911. Another viable way to look for jobs is to investigate professional opportunities through the state’s secondary PSAPs; these are centers where calls are often transferred from a primary PSAP.

PSAPs can be located at the following places:

  • police departments
  • fire stations
  • call centers
  • public safety departments

The FCC maintains an invaluable Master list of PSAPs located throughout the country. Keep this list readily available.

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Needed Skills and Job Requirements for 911 Dispatchers

Before you actually apply to be a 911 operator, we recommend that you fully understand the details about the position you want, which should be listed within the PSAP’s official website and/or on a local job posting site.

The typical job responsibilities for a 911 operator/dispatcher include the following:

  • Fielding incoming calls pertaining to police, fire and other emergency medical services
  • Figuring out best response practices and prioritizing situations
  • Questioning callers to determine their location and the nature of the emergency
  • Capturing and inputting data from automated data systems and teletype networks
  • Calling emergency response units in order to determine availability for dispatching
  • Recording details of all calls, dispatches and messages

Additionally, the main skills sets and knowledge needed for the actual position of the job are often outlined in the details of the position.

911 dispatchers should exhibit the following traits:

  • A strong ability to communicate the English language in both spoken and written forms
  • Demonstrate knowledge of state laws, agency rules, government regulations, and legal codes
  • Demonstrate understanding of computer applications and hardware and software programs
  • Display knowledge of the local geographical area where you will be working
  • Knowledge of administrative as well as clerical procedures, including word processing, stenography and transcription
  • Ability to point out complex situations, evaluate and develop workable solutions, and implement those solutions in a timely fashion
  • Must communicate effectively and apply logic and reasoning when needed

Participate in Preliminary Employment Testing and Training

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To become a 911 operator, or 911 dispatcher, usually involves an in-depth process. It can include the following:

  • one-on-one interview
  • background investigation
  • skills test
  • panel interview
  • full medical exam
  • psychological evaluation

Once offered the job, agencies usually require that you complete a 911 dispatcher/operator training program, which includes ongoing classes as well as on-the-job training. Individual agencies will set their own training standards, although most will follow the typical state standards. Most courses within the dispatcher/operator training program will often include the following:

  • Basic Telecommunications
  • Advanced First Aid/CPR/AED
  • Critical Incident Stress
  • Hazardous Materials
  • Terrorism
  • Suicide Intervention
  • Emergency Medical Dispatch
  • Domestic Violence

The majority of states will require approximately 40 hours worth of initial training and the culmination of continuing education hours and training. Beyond the state training, many states capitalize on training programs via industry associations to include the following:

  • Association of Public-Safety Communications Officials (APCO)
  • National Emergency Number Association (NENA)
  • National Academies of Emergency Dispatch (NAED)

Salary Expectations: According to the Bureau of Labor Statistics, the median salary range for 911 dispatchers is $38,010 per year, or
$18.27 per hour.

We wish you the best of luck in becoming a 911 dispatcher or 911 operator.

Meeting 911 dispatcher requirements involves knowing about the specific organizations that provide the appropriate certifications. With training being an invaluable aspect of a 911 dispatcher’s long-term success, it is important to familiarize yourself with programs 911 dispatcher certification. These worthwhile training programs can exist throughout national associations and the state government.

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What Are My Options for Certification as a 911 Dispatcher?

Explore your options for 911 operator certification or what is commonly referred to as 911 dispatcher certification:

  • Some states utilize dispatcher training at basic level through associations (that are national).
  • Some states approve national certification instead of the state training.
  • Some states require training by at least one national association (beyond state training).

Look into the individual requirements of your state.

It is often recommended to have 911 dispatchers seek out certification that extends beyond mere state requirements in order to enhance their competitiveness and properly position themselves to optimize opportunities for professional advancement.

Below we have outlined some important links and organizations that are crucial to 911 dispatcher certification and long-term dispatcher success.

Emergency Medical Dispatcher (EMD) Certification

The Association of Public Safety Communications Officials (APCO)

The Association of Public Safety Communications Officials (APCO) offers formal training for the Emergency Medical Dispatcher (EMD) level and is structured on the NHSTA’s National Standard Curriculum. Success with this important course affords students the chance to satisfy the National Standard Curriculum.

After success with the EMD program, qualified dispatchers will be positioned to work with calls that are medically-oriented. Through the helpful use of locally approved guide cards (EMD), 911 dispatchers are able to determine the priorities of emergency calls, implement the proper emergency resources, and offer callers guidelines for how to work with the patient prior to help arriving.

The APCO modifies the guide cards (EMD) in accord the training requirements that are local and via instructors that have APCO-certification.

Subjects covered for the program (EMD) involve the following:

  • Obtaining Information from Callers
  • Roles and Responsibilities (EMD)
  • Management of Stress
  • Quality Assurance and Re-certification
  • Allocation of resources
  • Anatomy and Physiology
  • EMD National and State Standards
  • EMD Legal and Liability Issues

In order to attain certification for EMD, students should have accomplished a training program for basic telecommunicator (40-hour) and maintain current CPR certification from the American Heart Association, the American Red Cross, or an organization that is comparable.

Registered Public-Safety Leader (RPL) Certification

The APCO also provides the Registered Public-Safety Leader (RPL) certification via its Leadership Certification program. RPL-designated 911 dispatchers can work up to the level of the APCO Institute Registry of Public-Safety Leaders. Important areas that are covered that are integral to the RPL program involve the following:

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  • Enhancement of team performance
  • Leadership with confidence and integrity
  • Creation and management of teams that are high-performance
  • Communication with authority
  • Reduction of barriers via interpersonal negotiations
  • Creation of a difference within APCO and within the public safety communications industry
  • Application of skill sets to improve APCO, as well as the public safety communications industry

An eligible candidate for RPL Certification should be an international member of APCO remaining with good standing and with dedication to cultivating continual leadership and progress in the public safety communications field.

The National Emergency Number Association (NENA)

(NENA) The National Emergency Number Association, offers multiple 911 dispatcher training programs. NENA and the Education Advisory Board presently provide several courses on various operations topics related to 911 technology and PSAPs.

A premier certification program offered is the (ENP), Emergency Number Professional, which was created to raise the bar of emergency dispatcher performance. Candidates are able to take the exams for ENP 4 times a year at facilities for testing located through Canada and the U.S.

The ENP certification eligible candidates should, at the very minimum, have the following criteria, as formally mandated through the Institute Board for NENA:

  • three years experience with emergency communications; or
  • three years experience as a commercial provider of services and products for emergency communications; as well as the following:

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  • Each year of additional experience beyond three years in emergency communications counts for two points, up to a maximum of ten points
  • Education
    • Associate degree equals two points
    • Bachelor degree equals four points
    • Graduate degree equals six points
  • Professional development/service
    • NENA courses equal one point each, for up to four points
    • A NENA office position at the chapter, or national level equals one point
    • Additional professional certifications equal 1 point

The ENP certification remains valid for up to four years. Keep in mind that re-certification can be accomplished through completion of several activities related to emergency communications that include the following:

  • activities for emergency communications
  • public safety conferences participation
  • public safety advisory boards and NENA committees participation

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The International Academies of Emergency Dispatch (IAED)
The International Academies of Emergency Dispatch (IAED) provides numerous training and certification opportunities, including the following:

  • certification for Emergency Telecommunicator
  • certification for Emergency Medical Dispatcher
  • certification for Emergency Police Dispatcher
  • certification for Emergency Fire Dispatcher

Emergency Telecommunicator Certification (ETC)

The Emergency Telecommunicator Certification (ETC), is designed for new 911 dispatchers. Coursework in the ETC program includes the following important subjects:

  • Medical Call Classification
  • Classification for Police Call
  • Essentials for Telecommunication
  • Quality Improvement
  • Manmade and Natural Catastrophic Events
  • Emergency Telecommunication Technologies
  • Caller Management
  • Classification for Fire Call
  • Public Safety Communication (Legal Aspects of )
  • Management of Stress
  • The Roles and Responsibilities of the Emergency Telecommunicator

Emergency Fire Dispatcher (EFD) Certification

The certification for (EFD) Emergency Fire Dispatcher is created for fire-rescue dispatchers. The intensive 3-day course involves actual and simulated calls, participation in class, plus an immersive teaching approach. Once an EFD course (approved) has been accomplished, candidates should conquer a written exam (50-questions), scoring a minimum of eighty percent.

Emergency Police Dispatch (EPD) Certification

The (EPD) Emergency Police Dispatch is created for law enforcement dispatchers. For EPD certification, candidates should be involved in a 3-day course and show accomplishment on a written test (50-question); attaining a score of a minimum of 80 percent for certification.

911 Dispatcher Certification Options and Accreditation

Explore certification options and other services available through the International Academies of Emergency Dispatch (IAED).

The IAED provides certification that is specialized for quality assurance personnel, call center managers (emergency), police, fire, and emergency medical dispatch center instructors and high level supervisors:

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  • Emergency Dispatch Quality Assurance Certification for Medical, Fire and Police dispatchers (ED-Q)
  • Executive Certification
  • Communication Center Manager Certification
  • Instructor Certification
    • Instructor (EMD)
    • Instructor (EFD)
    • Instructor (EPD)

The IAED provides unique Active Assailant (Shooter) of the Police Priority Dispatch System (PPDS) certification (created to equip emergency telecommunicators to effectively handle calls germane to “in progress” indiscriminate attacks). This is an important course that empowers emergency dispatch personnel to develop the critical skills needed to professionally handle these dangerous scenarios involving an active shooter.

Beyond professional certification, the IAED provides accreditation services to dispatch centers (emergency-related), bestowing the highly reputable Accredited Centers of Excellence credential on call centers that comply with the lofty IAED expectations.

We are here to help you attain the 911 Dispatcher Requirements and certifications that you need.