Public Safety Telecommunicator

Operate telephone, radio, or other communication systems to receive and communicate requests for emergency assistance at 9-1-1 public safety answering points and emergency operations centers. Take information from the public and other sources regarding crimes, threats, disturbances, acts of terrorism, fires, medical emergencies, and other public safety matters. May coordinate and provide information to law enforcement and emergency response personnel. May access sensitive databases and other information sources as needed. May provide additional instructions to callers based on knowledge of and certification in law enforcement, fire, or emergency medical procedures.

On the job, you would:

Provide emergency medical instructions to callers.
Question callers to determine their locations and the nature of their problems to determine type of response needed.
Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.

Important Qualities

Ability to multitask. Public safety telecommunicators must stay calm in order to simultaneously answer calls, collect vital information, coordinate responders, monitor multiple displays, and use a variety of equipment.

Communication skills. Public safety telecommunicators work with law enforcement, emergency response teams, and civilians. They must be able to communicate the nature of an emergency effectively and to coordinate the appropriate response.

Decision-making skills. When people call for help, public safety telecommunicators must be able to determine the response dictated by procedures and to work efficiently with the assisting emergency departments.

Empathy. Public safety telecommunicators must be willing to help a range of callers with varying needs. They must be calm, polite, and sympathetic, while also collecting relevant information quickly.

Listening skills. Public safety telecommunicators must listen carefully to collect relevant details, even though some callers might have trouble speaking because of anxiety or stress.

Typing skills. Public safety telecommunicators enter the details of calls into computers; typing speed and accuracy are essential when responding to emergencies.

Personality

A3	Your Strengths	Importance	Characteristics of this Career
		97%	Self-Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
		96%	Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
		89%	Integrity - Job requires being honest and ethical.
		89%	Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
		87%	Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
		85%	Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
		83%	Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
		81%	Persistence - Job requires persistence in the face of obstacles.
		79%	Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
		72%	Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
		71%	Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
		69%	Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
		68%	Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
		64%	Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
		64%	Initiative - Job requires a willingness to take on responsibilities and challenges.
		53%	Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

A3	Your Strengths	Importance	Strengths
		95%	Conventional - Work involves following procedures and regulations to organize information or data, typically in a business setting. Conventional occupations are often associated with office work, accounting, mathematics/statistics, information technology, finance, or human resources.
		61%	Realistic - Work involves designing, building, or repairing of equipment, materials, or structures, engaging in physical activity, or working outdoors. Realistic occupations are often associated with engineering, mechanics and electronics, construction, woodworking, transportation, machine operation, agriculture, animal services, physical or manual labor, athletics, or protective services.

A3	Your Strengths	Importance	Values of the Work Environment
		83%	Relationships - Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
		83%	Support - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.

Aptitude

A3	Your Strengths	Importance	Abilities \| Cognitive, Physical, Personality
		85%	Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
		81%	Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
		78%	Speech Clarity - The ability to speak clearly so others can understand you.
		75%	Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
		72%	Speech Recognition - The ability to identify and understand the speech of another person.
		72%	Selective Attention - The ability to concentrate on a task over a period of time without being distracted.
		69%	Written Comprehension - The ability to read and understand information and ideas presented in writing.
		69%	Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
		69%	Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
		63%	Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
		56%	Time Sharing - The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).
		56%	Near Vision - The ability to see details at close range (within a few feet of the observer).
		56%	Written Expression - The ability to communicate information and ideas in writing so others will understand.
		53%	Auditory Attention - The ability to focus on a single source of sound in the presence of other distracting sounds.

A3	Your Strengths	Importance	Skills \| Cognitive, Physical, Personality
		57%	Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
		57%	Speaking - Talking to others to convey information effectively.
		57%	Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
		55%	Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
		54%	Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
		54%	Coordination - Adjusting actions in relation to others' actions.

Job Details

Responsibilities

Coordinate operational activities.

Maintain call records.

Discuss goods or services information with customers or patrons.

Search files, databases or reference materials to obtain needed information.

Enter information into databases or software programs.

Operate communications equipment or systems.

Confer with coworkers to coordinate work activities.

Relay information between personnel.

Answer telephones to direct calls or provide information.

Maintain security.

Monitor alarm systems.

Maintain call records.

Operate communications equipment or systems.

Maintain current knowledge related to work activities.

Interpret blueprints, specifications, or diagrams to inform installation, development or operation activities.

Answer telephones to direct calls or provide information.

Refer customers to appropriate personnel.

Provide basic health care services.

Monitor alarm systems.

Monitor equipment operation to ensure proper functioning.

Adjust office equipment to ensure proper operation.

Report maintenance or equipment problems to appropriate personnel.

Operate vehicles or material-moving equipment.

A3	Your Strengths	Importance	Attributes & Percentage of Time Spent
		100%	Telephone - How often do you have telephone conversations in this job?
		100%	Indoors, Environmentally Controlled - How often does this job require working indoors in environmentally controlled conditions?
		100%	Deal With External Customers - How important is it to work with external customers or the public in this job?
		100%	Spend Time Sitting - How much does this job require sitting?
		100%	Contact With Others - How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
		97%	Importance of Repeating Same Tasks - How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
		96%	Importance of Being Exact or Accurate - How important is being very exact or highly accurate in performing this job?
		96%	Work With Work Group or Team - How important is it to work with others in a group or team in this job?
		95%	Frequency of Decision Making - How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?
		93%	Impact of Decisions on Co-workers or Company Results - What results do your decisions usually have on other people or the image or reputation or financial resources of your employer?
		93%	Deal With Unpleasant or Angry People - How frequently does the worker have to deal with unpleasant, angry, or discourteous individuals as part of the job requirements?
		93%	Electronic Mail - How often do you use electronic mail in this job?
		92%	Frequency of Conflict Situations - How often are there conflict situations the employee has to face in this job?
		90%	Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls - How much does this job require using your hands to handle, control, or feel objects, tools or controls?
		85%	Spend Time Making Repetitive Motions - How much does this job require making repetitive motions?
		83%	Freedom to Make Decisions - How much decision making freedom, without supervision, does the job offer?
		81%	Time Pressure - How often does this job require the worker to meet strict deadlines?
		79%	Face-to-Face Discussions - How often do you have to have face-to-face discussions with individuals or teams in this job?
		74%	Coordinate or Lead Others - How important is it to coordinate or lead others in accomplishing work activities in this job?
		70%	Consequence of Error - How serious would the result usually be if the worker made a mistake that was not readily correctable?
		70%	Structured versus Unstructured Work - To what extent is this job structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals?
		68%	Responsible for Others' Health and Safety - How much responsibility is there for the health and safety of others in this job?
		67%	Responsibility for Outcomes and Results - How responsible is the worker for work outcomes and results of other workers?
		65%	Sounds, Noise Levels Are Distracting or Uncomfortable - How often does this job require working exposed to sounds and noise levels that are distracting or uncomfortable?
		63%	Letters and Memos - How often does the job require written letters and memos?
		58%	Deal With Physically Aggressive People - How frequently does this job require the worker to deal with physical aggression of violent individuals?
		75%	Duration of Typical Work Week - Number of hours typically worked in one week.

A3	Your Strengths	Importance	Tasks & Values
		97%	Working with Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
		95%	Communicating with People Outside the Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
		94%	Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
		91%	Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
		87%	Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
		85%	Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
		85%	Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
		85%	Performing for or Working Directly with the Public - Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
		84%	Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
		80%	Assisting and Caring for Others - Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
		78%	Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.
		78%	Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
		75%	Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
		74%	Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
		73%	Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
		70%	Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
		68%	Monitoring Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
		66%	Training and Teaching Others - Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
		65%	Developing Objectives and Strategies - Establishing long-range objectives and specifying the strategies and actions to achieve them.
		65%	Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
		65%	Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
		64%	Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
		59%	Inspecting Equipment, Structures, or Materials - Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
		58%	Estimating the Quantifiable Characteristics of Products, Events, or Information - Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.
		57%	Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
		57%	Staffing Organizational Units - Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
		57%	Scheduling Work and Activities - Scheduling events, programs, and activities, as well as the work of others.
		56%	Judging the Qualities of Objects, Services, or People - Assessing the value, importance, or quality of things or people.
		55%	Coordinating the Work and Activities of Others - Getting members of a group to work together to accomplish tasks.
		54%	Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

What Public Safety Telecommunicators Do

Public safety telecommunicators monitor and track the status of police, fire, and ambulance units.

Public safety telecommunicators, including 911 operators and fire dispatchers, answer emergency and nonemergency calls and provide resources to assist those in need.

Duties

Public safety telecommunicators typically do the following:

Answer 9-1-1 emergency and nonemergency requests from different sources, such as phone calls, text messages, social media, and alarm systems
Determine the type of emergency and its location and decide the appropriate response based on agency procedures
Relay information to the appropriate first-responder agency
Coordinate the dispatch of emergency response personnel
Give instructions to the person in need before emergency services arrive
Monitor and track the status of police, fire, and ambulance units
Synchronize responses with other area communication centers
Keep detailed records of calls

Public safety telecommunicators answer requests from people who need help. Depending on the situation, these workers may contact police, firefighters, emergency services, or a combination of the three. Telecommunicators take both emergency and nonemergency requests.

Public safety telecommunicators must stay calm while collecting vital information from callers to determine the severity and location of a situation. They also must select and clear a radio channel to establish a stable connection with the appropriate first-responder agency, such as the police or fire department. Telecommunicators then monitor that channel to ensure that resources are provided safely and efficiently.

Public safety telecommunicators use computers to log important facts, such as the nature of the incident and the caller’s name. These computer systems screen calls to identify the delivery method, such as phone, text, or video. Telecommunicators then gather information about the location of the person in need.

Public safety telecommunicators are trained to provide instruction over the phone. They often must guide callers on what to do before responders arrive. For example, they might help the caller provide first aid at the scene until emergency medical services arrive. At other times, telecommunicators may advise callers on how to remain safe while waiting for assistance.

Work Environment

Public safety telecommunicators held about 99,500 jobs in 2022. The largest employers of public safety telecommunicators were as follows:

Local government, excluding education and hospitals	82%
State government, excluding education and hospitals	5
Ambulance services	5
Colleges, universities, and professional schools; state, local, and private	3
Hospitals; state, local, and private	2

Public safety telecommunicators typically work in communication centers, often called public safety answering points (PSAPs). Some work for unified communication centers, where they answer calls for all types of emergency services, while others work specifically for police or fire departments.

Work as a public safety telecommunicator may be stressful. These workers often have long shifts, take many calls, and deal with troubling situations. Some calls require them to assist people who are in life-threatening situations, and the pressure to respond quickly and calmly may be demanding.

Work Schedules

Most public safety telecommunicators work full time, often in 8- to 12-hour shifts.

Because emergencies happen at any time, public safety telecommunicators are needed to staff PSAPs around the clock. They may be required to work shifts that are outside standard business hours, such as evenings, weekends, and holidays.

Getting Started

Education:

63%

High School Diploma - or the equivalent (for example, GED)

11%

Some College Courses

How to Become a Public Safety Telecommunicator

Public safety telecommunicators usually must pass a typing test.

Public safety telecommunicators typically need a high school diploma to enter the occupation and then are trained on the job. Many states and localities require these workers to become certified.

In addition, candidates usually must pass an exam and a typing test. In some instances, candidates may need to pass a background check, lie detector and drug tests, and tests for hearing and vision.

The ability to communicate in another language, such as Spanish or American Sign Language, may be helpful.

Education

Public safety telecommunicators typically need a high school diploma to enter the occupation.

Training

Public safety telecommunicators typically receive training on the job. Training requirements and length of training vary by state and locality.

For example, some states require 40 or more hours of training, and others require continuing education every 2 to 3 years. Still other states do not mandate any specific training, leaving individual localities and agencies to structure their own requirements and conduct their own courses.

Training programs typically involve an instructional course and may include on-the-job demonstrations. Training may be followed by a probationary period of about 1 year. However, the period may vary by agency, as there is no national standard governing training or probation.

Training covers a variety of topics, such as local geography, agency protocols, and standard procedures. Public safety telecommunicators learn how to use equipment such as computer-aided dispatch systems, which consist of several monitors that may display call information, maps, and video. They also may receive training to prepare for high-risk incidents, such as child abductions and suicidal callers.

Some agencies have their own training programs for public safety telecommunicators; others use training from separate associations. Agencies often use standards from the Association of Public-Safety Communications Officials (APCO International), the National Emergency Number Association (NENA), and the International Academies of Emergency Dispatch (IAED) as a guideline for their own training programs.

Licenses, Certifications, and Registrations

Many states and localities require public safety telecommunicators to be certified. The Association of Public-Safety Communications Officials (APCO) provides a list of states requiring training and certification. One certification is the Emergency Medical Dispatcher (EMD) certification, which enables dispatchers to give medical assistance over the phone.

Public safety telecommunicators may choose to pursue additional certifications, such as the National Emergency Number Association’s Emergency Number Professional (ENP) certification or APCO’s Registered Public-Safety Leader (RPL) certification, which demonstrate their leadership skills and knowledge.

Advancement

Training and additional certifications may help public safety telecommunicators become senior dispatchers or supervisors. Additional education and related work experience may be helpful in advancing to management-level positions.

Job Outlook

Employment of public safety telecommunicators is projected to grow 3 percent from 2022 to 2032, about as fast as the average for all occupations.

About 10,400 openings for public safety telecommunicators are projected each year, on average, over the decade. Many of those openings are expected to result from the need to replace workers who transfer to different occupations or exit the labor force, such as to retire.

Employment

State and local government budget constraints may limit the number of public safety telecommunicators hired over the projections decade. However, population growth and the commensurate increase in 9-1-1 call volume is expected to create demand for these workers.

Contacts for More Information

For more information about public safety telecommunicator training and certification, visit

Association of Public-Safety Communications Officials

International Academies of Emergency Dispatch

International Municipal Signal Association

National Emergency Number Association

Similar Occupations

This table shows a list of occupations with job duties that are similar to those of public safety telecommunicators.

Occupation	Job Duties	Entry-Level Education	Median Annual Pay, May 2022
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Power Plant Operators, Distributors, and Dispatchers	Power plant operators, distributors, and dispatchers control the systems that generate and distribute electric power.	High school diploma or equivalent	$97,570
Security Guards and Gambling Surveillance Officers	Security guards and gambling surveillance officers protect property from illegal activity.	High school diploma or equivalent	$34,770