How to Be Public Safety Dispatcher - Job Description, Skills, and Interview Questions

Aug 24, 2021 / 6 Minutes Read / By Albert

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Public safety dispatchers play an important role in helping to keep communities safe. Their work begins when someone dials 911 in an emergency situation. By quickly gathering information and dispatching the appropriate first responders, the dispatcher is responsible for ensuring that the situation is dealt with efficiently and effectively.

This cause and effect chain of events can have a major impact on the outcome of the emergency. Firefighters, police officers and ambulance personnel rely on accurate and timely dispatching to enable them to respond quickly and appropriately. In order for dispatchers to be successful, they must have strong communication skills, be able to think quickly on their feet, and have a comprehensive understanding of their local community's public safety protocols.

Steps How to Become

Obtain a High School Diploma or GED. The first step to becoming a Public Safety Dispatcher is to obtain a high school diploma or General Education Development (GED).
Complete an Emergency Dispatch Course. It is important to have a good understanding of the basic principles and practices of emergency dispatching. To gain this knowledge, you must take an emergency dispatch course.
Gain Emergency Dispatch Experience. Many employers prefer to hire public safety dispatchers who have experience in emergency dispatching. Consider volunteering with a police or fire department or applying for an entry-level position as a dispatcher.
Acquire Computer Skills. As a public safety dispatcher, you will be using various computer systems to assist in communicating with the public and other departments. It is important to have an understanding of computer technology and programs such as Microsoft Office, CAD (Computer-Aided Dispatch) and RMS (Records Management System).
Apply for the Job. Once you have the necessary experience, knowledge and skills, you can apply for the job of a public safety dispatcher. Most employers require applicants to pass a written exam and a background check before being hired.
Participate in On-the-Job Training. After being hired, you will need to complete on-the-job training which may include classroom instruction, online courses, and hands-on experience. During this training, you will learn how to use the equipment and systems used in the job.
Obtain Certification. After completing on-the-job training, you may be required to obtain certification from a professional organization such as the National Emergency Number Association (NENA). Certification will demonstrate your knowledge and skills in the field of public safety dispatching.

Public safety dispatchers play an essential role in emergency response systems. They are responsible for receiving and processing emergency calls, dispatching appropriate emergency responders, monitoring their progress, and providing helpful information to callers in need. To be an ideal and competent public safety dispatcher, it is important to have excellent communication skills, the ability to multitask and make quick decisions under pressure, and the ability to remain calm and collected during high-stress situations.

effective problem-solving skills, knowledge of geography and public safety codes, and familiarity with computers and other communication devices can all be beneficial for public safety dispatchers. These qualities are key for public safety dispatchers to be able to efficiently respond to emergencies, provide assistance to those in need, and help save lives.

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Job Description

Answer incoming emergency and non-emergency calls from the public and route them to the appropriate personnel.
Interview callers to determine the nature and location of the incident; document information on computer-aided dispatch system.
Monitor multiple police, fire and medical radio frequencies for emergency and non-emergency calls.
Dispatch police, fire and medical personnel as needed.
Notify other agencies, such as utility companies and the coroner, as needed.
Maintain contact with responding personnel to provide additional instructions or information as needed.
Provide information to callers, such as instructions on how to provide first aid until paramedics arrive.
Enter data into computer databases as necessary.
Update logs and records, including time and location of incidents.
Prepare incident reports and other administrative paperwork as required.

Skills and Competencies to Have

Excellent customer service and communication skills, both verbal and written.
Knowledge of local, state, and federal laws and regulations.
Ability to think logically and quickly assess situations.
Ability to multitask and prioritize multiple tasks in a stressful environment.
Proficiency in operating computer-aided dispatch systems.
Ability to accurately record information and enter data into computer systems.
Ability to provide clear instructions to police officers and other responders.
Knowledge of emergency protocols and procedures.
Proven experience working in a high-pressure environment.
Ability to take active steps to ensure safety in all situations.

Being a public safety dispatcher is a demanding job that requires a variety of skills to be successful. The most important skill to have as a public safety dispatcher is excellent communication, as it is essential for relaying information quickly and accurately. Good communication includes having a clear, concise and articulate speaking style, as well as being able to listen effectively in order to understand and respond to calls quickly.

it is important for dispatchers to be able to remain calm and composed in stressful situations, as well as to be able to multi-task in order to handle multiple calls at once. Furthermore, having good problem-solving skills is essential for quickly and accurately assessing the situation, giving instructions, and dispatching the appropriate personnel. Lastly, having a good understanding of laws and regulations, along with basic medical knowledge, is also important for dispatchers so that they can provide quick and effective assistance.

All of these skills are essential for public safety dispatchers to successfully do their job, and to ensure the safety of the public.

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Frequent Interview Questions

What experience do you have working in a public safety environment?
What experience do you have working with computer aided dispatch systems?
How would you handle a difficult call where the caller is not providing enough information?
Describe a time when you successfully handled an emergency situation.
What do you think are the most important qualities for a successful public safety dispatcher?
Describe your experience working with other agencies, such as police and fire departments?
What strategies do you use to remain calm and composed during high-stress situations?
How do you prioritize multiple tasks while ensuring accuracy?
What steps do you take to ensure quality customer service?
What strategies do you use to stay up-to-date on changes in policies, procedures, and protocols?

Common Tools in Industry

Computer-aided Dispatch (CAD) System. A computer system used to track and manage emergency calls, allowing dispatchers to quickly assign resources and monitor response times. (eg: CAD systems can track the estimated time of arrival for emergency vehicles).
Radio Communications. A two-way radio system used to communicate with first responders and other public safety personnel. (eg: Dispatchers can use radios to coordinate the response of multiple agencies during an emergency).
Automated Voice Recording Software. Software that records voice calls in order to provide a backup system for call logs. (eg: Automated voice recording software can be used to record all incoming calls for later review).
Geographic Information System (GIS). A digital mapping system that allows dispatchers to track the location and movements of first responders in real time. (eg: GIS systems can be used to identify the closest available resources for a specific emergency).
Emergency Alert System. A system that issues warnings to the public in the event of a natural disaster or other public safety emergency. (eg: Emergency alert systems can be used to notify citizens of local flooding or hazardous chemical spills).

Professional Organizations to Know

Association of Public-Safety Communications Officials (APCO)
National Emergency Number Association (NENA)
International Association of Public Safety Communications Officials (IAPSCO)
National Public Safety Telecommunications Council (NPSTC)
International Public Safety Association (IPSA)
American Public Safety Association (APSA)
National Association of Telecommunications Officers and Advisors (NATOA)
National Law Enforcement Telecommunicators Association (NLETA)
International Association of Chiefs of Police (IACP)
National Emergency Management Association (NEMA)

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Common Important Terms

911 A nationwide telephone number used to contact emergency services.
Emergency Services Services that respond to urgent and dangerous situations, such as police, fire, and medical services.
Call Taker The person responsible for answering incoming calls from the public requesting emergency services.
Radio Operator A person responsible for operating a two-way radio to communicate with police officers and other emergency services personnel.
Dispatch The process of assigning and sending personnel or units to a particular location in response to an emergency call.
Computer Aided Dispatch (CAD) A software application used by dispatchers to manage and track calls, personnel, and units.
Priority Dispatch System (PDS) A standardized system of protocols used to prioritize calls and determine the most appropriate response.
Emergency Medical Dispatch (EMD) A standardized system of protocols used to provide pre-arrival medical instructions over the phone.
Incident Log A record of all calls, personnel, and units dispatched to each incident.
Emergency Medical Technician (EMT) A healthcare professional trained to provide pre-hospital medical care in emergency situations.

Frequently Asked Questions

What is a Public Safety Dispatcher?

A Public Safety Dispatcher is a professional responsible for answering emergency and non-emergency calls, dispatching the appropriate personnel, and providing necessary assistance to the public.

What qualifications are necessary to become a Public Safety Dispatcher?

Qualifications for becoming a Public Safety Dispatcher vary by state, but usually include a high school diploma or GED, knowledge of relevant laws and regulations, and successful completion of a dispatcher training program.

What tasks does a Public Safety Dispatcher usually perform?

Common tasks performed by a Public Safety Dispatcher include receiving and dispatching calls for service, providing pre-arrival instructions to callers, entering data into computer systems, maintaining accurate records of communication activities, and providing support to law enforcement personnel.

What type of equipment is used by Public Safety Dispatchers?

Public Safety Dispatchers typically use specialized communication equipment, such as radios and telephones, as well as computers for entering and tracking information.

What type of environment does a Public Safety Dispatcher work in?

Public Safety Dispatchers usually work in a call center or dispatch center environment where they are in constant contact with emergency responders. They must be able to handle stressful situations in a calm and professional manner.