Public Safety Telecommunicator

Working Schedule

Public Safety Telecommunicators work full-time and sometimes 12-hour shifts, including nights, weekends, or holidays. 

Typical Duties

• Field 911 calls and emergency text messages
• Respond to incoming alarm systems communications or an alarm company’s representative
• Use social media integrated into emergency response systems
• Collect information from callers such as their name, location, and details about the emergency or situation they are calling about
• Determine if an emergency response unit such as police, medical units, or fire department are required
• Assess priority of incidents when there are multiple situations being called in
• As needed, connect with responder agencies via mobile data terminal, two-way radios, or other forms of communication. Share and summarize relevant details of the incident
• Dispatch and coordinate responder personnel and vehicles. Monitor their status en route and after they arrive on scene
• Provide support and verbal instructions (such as how to render first aid) to the caller while they wait 
• Share administrative, non-emergency-related information with callers 
• Maintain records of all calls. Add details into databases/programs
• Use state and local databases to search for information such as motor vehicle records, protective orders, arrest warrants, or other information about potential criminal suspects

Additional Responsibilities

• Stay up to date on new software 
• Complete refresher training and acquire training certifications, as needed
• Memorize information such as commonly-used phone numbers, geographic locations, street names, and operating procedures 
• Maintain strong relations with responder agencies
• Train new workers on relevant duties

Soft Skills

• Accuracy
• Communication skills 
• Composure
• Decision-making
• Dependability
• Detail-oriented
• Diligence
• Empathy
• Integrity 
• Listening skills
• Methodical 
• Monitoring
• Multi-tasking
• Objectivity
• Observant
• Patient
• Persistent
• Relationship-building
• Sense of urgency
• Sound judgment 
• Time management 

Technical Skills

• 911 and law enforcement databases
• Computer-aided dispatch software, such as Spillman Computer-Aided Dispatch
• Knowledge of first aid and CPR
• Knowledge of laws, regulations, and agency policies
• Multi-line phone systems
• National Crime Information Center database
• National Law Enforcement Telecommunications System 
• RapidSOS
• Two-way radios
• Typing

• Ambulance services
• Government agencies
• Universities

When emergency situations come up, citizens call 911 and are connected with Public Safety Telecommunicators. It’s up to these behind-the-scenes professionals to listen, ask the right questions, stay calm and focused, and determine the appropriate response services or other actions to take. Much depends on their skills and abilities, with lives and property often at risk while they are doing their jobs. Every moment is critical, and sometimes multiple calls come in around the same time, requiring Telecommunicators to prioritize emergencies while ensuring every caller is heard and responded to. 

The fast-paced, high-stakes environment can cause a lot of stress, yet the job demands workers maintain their calm demeanor and alertness over long periods (with some shifts lasting 12 hours while fielding dozens or even hundreds of calls). It can be an exhausting emotional rollercoaster ride, which is why Telecommunicators sometimes report feeling underappreciated or burned out.  

The reasons may be in dispute, but crime is undeniably on the rise in America and the capacity of first responders is often stretched thin in some areas. In recent years, workers in law enforcement, firefighting, and emergency medical response fields have increasingly utilized smartphones, body-worn cameras, mobile apps, AI, and upgraded public safety software to act more efficiently and effectively. Drones and real-time video feeds are also augmenting responders’ situational awareness as they enter hazardous situations. These technological advantages also aid Telecommunicators, but they require training to understand and maximize the full range of benefits. 

Public Safety Telecommunicators may have enjoyed participating in school activities where they got to coordinate the roles of others. They are usually calm and objective, able to deal rationally with situations that might make their peers anxious. Many Telecommunicators are supporters of law enforcement, firefighters, and emergency medical responders, and may have long had an interest in working within those fields.