Last Updated: March 3rd, 2022 by
Whenever there’s an emergency, people know that they should dial 9-1-1 for help. As a 911 dispatcher, you’ll be the one to answer those calls and figure out what’s going on. Whatever the situation might be, you’ll keep the caller calm as you direct the police, ambulance, or the fire department to help them.
In this career guide, you’ll discover everything there is to know for how to become a 911 dispatcher. We’ll look at what education and training it takes for you to pursue this career path and what you can expect from an average day on the job.
Read more: Read our related article on How to Become a Paramedic. Learn how to pursue this career path, salary expectations, education requirements, and more!
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Job Description
Before we discuss how to become a 911 dispatcher, let’s take a look at what a 911 dispatcher is and what they do.
As a 911 dispatcher, or Public Safety Telecommunicator, your job is to answer requests for emergency and non-emergency help from members of the public. You’ll be based at an operations center alongside other dispatchers, all receiving those requests by phone, text, and other forms of communication.
The people who contact you are often facing emergency situations. So, you must always remain calm and professional when interacting with them. You’ll ask them questions to understand the situation, and so you can decide what type of help you should send their way.
Once you’ve understood the situation, you’ll then pass that information to other emergency services.
For example, you’ll dispatch police if there’s a crime or dispute, the fire department if there’s a fire, or an ambulance if there’s a medical emergency. In some situations, you might even dispatch a combination of those three emergency services.
You’ll stay on the line with the caller until help arrives. During that time, you’ll guide them to move to a safe location and to remain calm. In medical emergencies, you might even guide the caller on providing first-aid to the injured person until emergency services arrive on the scene.
Throughout your interaction with the caller, you’ll record information about the emergency into a database. That information could be used to train other dispatchers or even be used as evidence in court cases.
What Does an Average Day for a 911 Dispatcher Look Like?
If you’re wondering how to become a 911 dispatcher, you should know that your daily experience in this role can be pretty unpredictable. Some of your shifts might be filled with nothing but quiet moments, suddenly interrupted by chaotic emergencies that you must address.
Here are some of the things you can expect on an average day working as a Public Safety Telecommunicator:
Understand Policies On Responses For Different Situations
Each public safety organization that hires telecommunicators like you will have different resources to respond to emergencies. So your job on any given day as a 911 dispatcher is to study your department’s policies on what’s considered an appropriate response for specific kinds of emergencies.
Those policies allow the department to make the most of the limited resources that they have and ensure that the caller receives the necessary level of help during an emergency.
From your perspective, understanding these policies will help you prioritize different situations. That’s especially helpful when you’re tackling multiple emergencies at the same time.
Determine What Emergency Units are Available for Dispatch
It’s crucial for you to update yourself on the department’s policies at the beginning of each shift. Of course, that goes hand-in-hand with updating yourself on what emergency units are available for dispatch during your shift, as well.
Some of those resources include police, ambulance, and fire units. Depending on your location, you might also have access to other social services that might be useful in certain situations.
Be On Standby to Receive Emergency Requests
Once your shift starts, you’ll always be on standby to receive emergency requests. These requests typically come in the form of phone calls. However, some locations also accept 911 requests through other forms of communication like text messages and radio calls.
In this role, every second counts and could literally mean the difference between life and death. Because of that, you must always respond quickly to an incoming request.
Then, you must collect the necessary information as efficiently as possible, like the location of the emergency, so that you can send help right away.
Manage Teletype Network Information
911 dispatchers and emergency services rely on a teletype network to share information. In your role as a telecommunicator, you’ll also use the same system and other databases to retrieve and update information from time to time.
The types of information that you’ll be managing on those computerized systems include vehicle registration details, missing person information, as well as stolen vehicle and property information.
By doing your part to keep those systems and databases updated, you’ll have access to the same information as the emergency services on the ground.
Answer Routine Questions and Redirect Calls
Even though the 911 phone lines are meant for emergencies, you’ll still receive non-emergency calls from members of the public. On some calls, you’ll answer routine questions that people might ask about public safety issues.
Besides that, you’ll also redirect those calls to the appropriate government department, such as the local police department, hospital, fire department, or other public offices.
Attend Training Sessions
Reacting to emergency situations remotely requires skills that you must keep sharp at all times. That’s why you’ll spend a significant part of your time attending training sessions.
These sessions cover a wide range of topics, though many will prioritize your written and spoken communication skills. Besides that, training to react to specific emergencies (e.g. domestic disturbances and medical emergencies) will also go a long way to help you in this role.
How to Become a 911 Dispatcher: Process
Now that you know what a 911 dispatcher does, let’s dive into how to become a 911 dispatcher.
The process for becoming a 911 dispatcher is pretty straightforward. That means your journey when pursuing this career path will be somewhat identical to that of the colleagues you’ll work alongside.
However, there will be some differences in the process depending on what state you’re from. That’s because each state has unique requirements for public safety telecommunicators, at least in training and certification matters.
Here’s what your process will look like when pursuing this career path:
1. Education Requirements
The first step for how to become a 911 dispatcher is the appropriate education.
In most cases, the only education requirement for pursuing this career path is a High School Diploma or GED.
Although a college education could give you an advantage, it’s not a necessity to start your journey towards becoming a dispatcher.
2. Training Process
Seeing as how a high school education is the only academic requirement, most of your time preparing for this role will be spent in training.
The training requirements to become a 911 dispatcher will depend on the exact location you’re serving. On top of that, different agencies will also have unique training programs and requirements for their new dispatchers.
For example, some locations require at least 40 hours of training, with additional training required every few years.
Training is divided into two parts: instructional courses held in classrooms and on-the-job training alongside working dispatchers.
Topics covered during that time include:
- Policies and procedures for responding to emergencies
- Local geography
- Using computer-based systems, like the teletype system and other databases
- Specialized training, like responding to calls related to domestic abuse and mental health situations
Tthe training process for new telecommunicators isn’t the same everywhere. Some agencies will develop their own programs in-house.
Others might follow standards set by industry organizations like the Emergency Number Association (ENA) or the Association of Public-Safety Communication Officials (APCO).
3. Pass a Probationary Period
Working as a 911 dispatcher is a very hands-on task, so training programs are often followed by a probationary period. Depending on the organization, that period can last up to one year before you can work on your own as a public safety telecommunicator.
4. Additional Certifications
Certifications will differ according to where you work. As a very common example, some agencies require you to have additional certifications like the Emergency Medical Dispatcher (EMD).
With that certification, you can provide callers with guidance on how to provide first aid and other emergency medical procedures while waiting for an ambulance to arrive.
5. Advancement Opportunities
As you continue to work in the role of a dispatcher, you’ll have opportunities to advance to more senior leadership positions. That includes roles like Senior Dispatcher and Supervisor, where you’ll be responsible for leading other 911 dispatchers.
Are You Suited for a 911 Dispatcher Career?
You know how to become a 911 dispatcher and what this career path takes to be successful, but is it the right job for you?
To pursue a career as a 911 dispatcher, you must have or be willing to develop a unique set of skills and proficiencies.
Here are some examples of the skills and proficiencies that will help you go a long way in this role:
Personality and Skills
According to the U.S. Bureau of Labor Statistics (BLS), some of the most critical personality traits and skills include multitasking, communication, and decision making.
When receiving a request for help, you’ll be performing several tasks at once. That’s why being an excellent multitasker is crucial for this role. For example, you’ll be communicating with the caller while updating the computer system and relaying information to the relevant emergency services.
Having communication skills in high-stress situations is also a crucial skill to have. The people calling you will often be in stressful or dangerous situations, so you’ll need to know how to keep them calm while collecting the information you need to help them.
Lastly, the ability to make tough decisions is also required for this job. Once you’ve collected enough information, you must decide what resources to use as an appropriate response.
Credentials and Proficiencies
The U.S. Department of Labor points out that public safety communicators must develop proficiencies in using several computer databases, such as 911 information databases, law enforcement databases, and the National Law Enforcement Telecommunications System (NLETS)
Developing proficiency in using 911 information databases allows you to share information with emergency services on the ground that you dispatch to help members of the public.
At the same time, learning to use law enforcement databases and the NLETS allows you to use them as resources in criminal situations, such as finding missing people or stolen property. Plus, it allows for smoother communication with law enforcement resources in the field.
How to Become a 911 Dispatcher and Find Work
Learning how to become a 911 dispatcher is only half the battle. The other half is finding work.
You can find work as a 911 dispatcher by applying directly to the organizations that provide public safety services.
The US Bureau of Labor Statistics (BLS) points out that 79% of dispatchers find work with local government agencies. These agencies include local police and fire departments, as well as other public safety departments.
Other employers of public safety telecommunicators highlighted by the BLS include:
- State government agencies
- Ambulance services
- Higher education institutions like colleges, universities, and professional schools
- Hospitals (public and private at local and state levels)
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The Average Salary of a 911 Dispatcher
If you’re wondering how to become a 911 dispatcher, it’s likely that this position’s salary has entered your mind.
The US Bureau of Labor Statistics (BLS) points out that the average salary for this role is $45,800 a year. The top 90th percentile of dispatchers earns an average of $67,150, while the bottom 10th percentile earns $28,040.
The BLS also points out that the top 5 highest-paying states for this role are:
- California ($68,930 a year)
- Alaska ($61,640 a year)
- Washington ($61,550 a year)
- Oregon ($58,030 a year)
- Connecticut ($57,430 a year)
There are two practical ways to increase your earning potential in this role. One method is to relocate to locations or agencies with higher budgets for their dispatchers.
Pursuing higher education will also make it easier for you to advance to higher ranks with better salaries.
911 Dispatcher Job Growth
If you’re searching for how to become a 911 dispatcher, you’ll be happy to know that the outlook for this career is bright.
The US Bureau of Labor Statistics estimates that this job role will grow by 8% between 2020 and 2030, a growth rate they describe as ‘as fast as average’.
Professional Associations
National Emergency Number Association (NENA)
Association of Public-Safety Communication Officials (APCO)
National Association of State 911 Administrators (NASNA)
Industry Council for Emergency Response Technologies, Inc. (iCERT)