What Do 911 Operators Do (including Their Typical Day At Work)

Job Description

911 Operators operate radio, telephone, or computer equipment at emergency response centers. Receive reports from the public of crimes, disturbances, fires, and medical or police emergencies. Relay information to law enforcement and emergency response personnel. May maintain contact with caller until responders arrive. They also question callers to determine their locations, and the nature of their problems to determine type of response needed.

Other tasks include:

• Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
• Record details of calls, dispatches, and messages.
• Provide emergency medical instructions to callers.
• Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.
• Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information, and after-hours calls for departments within a city.
• Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles.

We asked 911 Operators how satisfied they are with their job. Here is what they said.

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74% of them said they were satisfied with their job and 85% said they find that their job makes the world a better place or helps to make someone else’s life better.

Typical Day At Work

On a daily basis, 911 Operators record details of calls, dispatches, and messages. They question callers to determine their locations, and the nature of their problems to determine type of response needed.

A typical day for a Police, Fire and Ambulance Dispatcher will also include:

• Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
• Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.
• Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information, and after-hours calls for departments within a city.
• Answer routine inquiries, and refer calls not requiring dispatches to appropriate departments and agencies.
• Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles.

We asked some 911 Operators a few questions to find out what else does their work day look like. Here is what we found.

	Do you have telephone conversations everyday in this job?	100% said yes
	How important is it to work in a team in this job?	83% said very important
	Do you have group discussions everyday in this job?	84% said yes
	Do you talk or work with customers everyday in this job?	90% said yes
	Do you have to deal with angry customers everyday in this job?	78% said yes
	Do you have to make decisions everyday in this job?	90% said yes

Other responsibilities

Besides their typical day, 911 Operators also test and adjust communication and alarm systems, and report malfunctions to maintenance units. They may also provide emergency medical instructions to callers.

On a weekly to monthly basis, 911 Operators Learn material and pass required tests for certification. They might also Monitor alarm systems to detect emergencies, such as fires and illegal entry into establishments.

In addition, they Read and effectively interpret small-scale maps and information from a computer screen to determine locations and provide directions.

Although specific duties may vary, many of them Maintain files of information relating to emergency calls, such as personnel rosters, and emergency call-out and pager files.

To some 911 Operators, it is also their responsibility to Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles.

Working life

Standard 40 hour work week

Regular schedule like a 9 to 5

In a typical work week as a Police, Fire and Ambulance Dispatcher, you can expect to work 40 hour work week.

Is this right for me

People who are suitable for this job tends to like following set procedures and routines. They like working with data and details more than with ideas..

They also like work activities that include practical, hands-on problems and solutions. They like working with plants, animals, and real-world materials like wood, tools, and machinery.

You can read more about these career personality types here.

Explore other careers

http://www.bls.gov/OOH/office-and-administrative-support/police-fire-and-ambulance-dispatchers.htm

http://www.apco911.org/

http://www.emergencydispatch.org/

http://www.nena.org/