Public Safety Telecommunicators
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.
Sample of reported job titles:
911 Dispatcher, Communications Officer, Communications Operator, Communications Specialist, Dispatcher, Emergency Communications Operator (ECO), Police Dispatcher, Public Safety Dispatcher, Telecommunicator
Occupation-Specific Information
Tasks
- Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
- Record details of calls, dispatches, and messages.
- Question callers to determine their locations and the nature of their problems to determine type of response needed.
- 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.
- Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.
Technology Skills
- Data base user interface and query software:911 system information databases,Law enforcement information databases,National Crime Information Center (NCIC) database,National Law Enforcement Telecommunications System NLETS
- Helpdesk or call center software:Computer aided dispatch software,Spillman Technologies Spillman Computer-Aided Dispatch
- Internet browser software:Web browser software
- Mobile messaging service software:Intrado SchoolMessenger
- Office suite software:Corel WordPerfect Office Suite,Microsoft Office
Occupational Requirements
Work Activities
- 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.
- Working with Computers:Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Documenting/Recording Information:Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Getting Information:Observing, receiving, and otherwise obtaining information from all relevant sources.
- Communicating with Supervisors, Peers, or Subordinates:Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Detailed Work Activities
- Adjust office equipment to ensure proper operation.
- Answer telephones to direct calls or provide information.
- Confer with coworkers to coordinate work activities.
- Coordinate operational activities.
- Discuss goods or services information with customers or patrons.
Work Context
- Telephone:100% responded"Every day"
- Contact With Others:95% responded"Constant contact with others"
- Deal With External Customers:91% responded"Extremely important"
- Indoors, Environmentally Controlled:89% responded"Every day"
- Spend Time Sitting:89% responded"Continually or almost continually"
Worker Requirements
Skills
- 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.
- Speaking:Talking to others to convey information effectively.
- Social Perceptiveness:Being aware of others' reactions and understanding why they react as they do.
- Critical Thinking:Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Coordination:Adjusting actions in relation to others' actions.
Knowledge
- Customer and Personal Service:Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Public Safety and Security:Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
- Telecommunications:Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
- Administrative:Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
- English Language:Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
- 75%High School Diploma - or the equivalent (for example, GED)
- 10%Associate's Degree (or other 2-year degree)
- 9%Some College Courses
Worker Characteristics
Abilities
- Oral Expression:The ability to communicate information and ideas in speaking so others will understand.
- Oral Comprehension:The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Speech Recognition:The ability to identify and understand the speech of another person.
- 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.
- Selective Attention:The ability to concentrate on a task over a period of time without being distracted.
Interests
- Conventional:Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
- Realistic:Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
- Enterprising:Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Work Values
- 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.
- 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.
- Achievement:Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Work Styles
- Stress Tolerance:Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
- Dependability:Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Attention to Detail:Job requires being careful about detail and thorough in completing work tasks.
- Self-Control:Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Integrity:Job requires being honest and ethical.
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