911 Dispatcher Job Description [Updated for 2025]

In our ever-evolving world, the role of a 911 dispatcher is more critical than ever.

As society progresses, the demand for skilled professionals who can efficiently navigate, coordinate, and safeguard our emergency response systems grows.

But let’s delve deeper: What’s truly expected from a 911 dispatcher?

Whether you are:

• A job seeker trying to understand the core responsibilities of this position,
• A hiring manager drafting the profile of the perfect candidate,
• Or simply curious about the inner workings of emergency dispatch,

You’re in the right place.

Today, we’re presenting a customizable 911 dispatcher job description template, tailored for easy posting on job boards or career sites.

Let’s dive right into it.

911 Dispatcher Duties and Responsibilities

911 Dispatchers play a crucial role in emergency response teams, providing a lifeline to those in need and organizing appropriate assistance.

Their duties often require a calm demeanor, quick thinking, and excellent communication skills.

Their daily duties and responsibilities include:

• Answering all incoming emergency and non-emergency calls promptly and efficiently
• Gathering crucial information from callers such as their location, the nature of their problem, and their condition
• Determining the appropriate response based on the information provided and dispatching emergency services as needed
• Providing pre-arrival instructions for medical emergencies, when necessary
• Maintaining communication with the dispatched units and providing additional information as needed
• Documenting all call information according to standard operating procedures
• Utilizing dispatching systems, data entry systems, and mapping systems effectively
• Keeping supervisors informed of any issues that arise during the shift
• Maintaining a high level of confidentiality regarding any sensitive information received

 

911 Dispatcher Job Description Template

Job Brief

We are looking for a competent 911 Dispatcher to act as a communication link between emergency services and individuals in need.

The dispatcher’s role is to effectively process calls, accurately assess each situation and prioritize the urgency of calls based on the information received.

A successful 911 Dispatcher must remain calm during stressful situations, have excellent communication skills and be able to multi-task effectively.

They should also be well-versed in emergency procedures, police codes and the geography of the areas they serve.

 

Responsibilities

• Receive emergency and non-emergency calls and record significant information
• Prioritize calls according to urgency and importance
• Use radio, phone or computer to send crews, vehicles or other field units to appropriate locations
• Monitor the route and status of field units to coordinate prompt responses
• Provide emergency medical instructions
• Interact with callers to keep them calm and ensure their safety
• Enter data in computer system and maintain logs and records of calls, activities and other information

 

Qualifications

• Proven experience as dispatcher or relevant position
• Fast typing with experience in data entry
• Knowledge of procedures and guideline for emergency situations
• Proficient in English (oral and written)
• Outstanding organizational and multi-tasking abilities
• Active listener with excellent communication skills
• Sound judgement and critical thinking
• High school diploma or equivalent. Higher degree in a relevant discipline will be appreciated
• Must pass background check and drug test
• Additional certification may be required (e.g., CPR certification)

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Life insurance
• Retirement plan
• Paid time off
• Shift differential pay

 

Additional Information

• Job Title: 911 Dispatcher
• Work Environment: Office setting with shift work, including nights, weekends, and holidays. This job can be stressful due to the emergency nature of the calls received.
• Reporting Structure: Reports to the Dispatch Supervisor or Communications Center Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $32,000 minimum to $55,000 maximum
• Location: [City, State] (specify the location)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a 911 Dispatcher Do?

A 911 Dispatcher, also known as an Emergency Dispatcher or Public Safety Telecommunicator, plays a crucial role in emergency services.

They are the first point of contact for individuals who need immediate help.

911 Dispatchers answer emergency calls, assess the situation, and dispatch the necessary emergency services such as police, fire, or ambulance services.

Their job requires a high level of accuracy as the information they provide can be life-saving.

They gather critical information from callers, calming them down if necessary, and providing them with vital instructions before help arrives.

For instance, they may guide a caller on performing CPR, controlling bleeding, or exiting a burning building.

In addition, 911 Dispatchers communicate with emergency response teams, providing them with accurate information about the situation, including the nature of the incident, location, and any specific dangers or concerns.

They also keep records of calls, maintain communication logs, and monitor the location of emergency service personnel in real-time.

Their job demands quick thinking, composure under pressure, excellent communication skills, and a deep understanding of emergency codes and procedures.

 

911 Dispatcher Qualifications and Skills

A proficient 911 Dispatcher should possess the skills and qualifications that align with the critical requirements of the role, including:

• Excellent communication skills, both verbal and written, to interact with callers, emergency services, and colleagues in high-stress situations.
• Strong listening skills to accurately understand and process information provided by distressed or confused callers.
• Ability to multitask and prioritize calls based on their urgency, ensuring all emergency situations are attended to promptly.
• High stress tolerance and emotional resilience to handle distressing or traumatic situations effectively without letting it affect their judgement or performance.
• Strong problem-solving skills to quickly assess situations and provide appropriate response or instructions.
• Detail-oriented with excellent data entry skills to accurately record information for emergency response teams and for maintaining records.
• Good geographical knowledge of the service area to assist in directing emergency response teams accurately and quickly.
• Basic knowledge of medical, fire, and law enforcement procedures to provide appropriate advice to callers awaiting emergency services.

 

911 Dispatcher Experience Requirements

Entry-level 911 Dispatcher candidates often possess 1 to 2 years of experience in the field of emergency services, customer service, or call center environments.

This experience can be gained through internships or part-time roles.

During this period, they are expected to have acquired strong communication skills, the ability to handle emergency situations calmly, and knowledge of computer and telephone systems.

Relevant certifications such as the Emergency Medical Dispatcher certification (EMD) may be beneficial.

Candidates with more than 3 years of experience should have advanced skills in managing high-stress situations, as well as strong multitasking abilities.

They should also possess detailed understanding of emergency service procedures, local geography and the ability to quickly and accurately dispatch emergency response units.

Those with more than 5 years of experience are often considered for supervisory or management roles within the dispatch center.

These candidates should have a proven track record of efficient emergency response coordination and team management, as well as experience in training and mentoring less experienced dispatchers.

Continual professional development and training in areas such as crisis intervention, stress management, and updated dispatching technologies is highly recommended throughout a dispatcher’s career.

 

911 Dispatcher Education and Training Requirements

Most 911 dispatchers are required to have at least a high school diploma or equivalent.

However, some employers prefer candidates with some college education, often in the field of criminal justice, emergency management or communications.

In addition to their educational requirements, 911 dispatchers typically undergo extensive job training.

This training often includes learning about local geography, emergency codes, dispatch protocol, and crisis negotiation techniques.

It’s also common for 911 dispatchers to receive training on specialized computer systems and software used in emergency response centers.

Many states require 911 dispatchers to be certified.

The certification process often involves passing a written exam, demonstrating proficiency in emergency response procedures, and completing a certain number of training hours.

Some states may also require dispatchers to maintain their certification through continuing education or refresher courses.

Further, skills such as multi-tasking, stress management, and excellent communication are vital to a 911 dispatcher’s role and are often emphasized during the training process.

Although not required, some 911 dispatchers may choose to pursue higher education or additional certifications to advance their careers, such as the Emergency Medical Dispatch certification or a degree in a related field like public safety administration.

 

911 Dispatcher Salary Expectations

A 911 Dispatcher earns an average salary of $41,910 (USD) per year.

The actual income may differ based on factors such as years of experience, the complexity of the dispatching system they handle, and the location of their workplace.

 

911 Dispatcher Job Description FAQs

What skills does a 911 dispatcher need?

911 dispatchers need to have excellent communication and listening skills as they are often the first point of contact for individuals in emergency situations.

They should also possess strong problem-solving abilities and decision-making skills since they need to assess situations quickly and provide appropriate responses.

In addition, they should have a good memory and note-taking ability to accurately record information during calls.

 

Do 911 dispatchers need a degree?

While a degree is not typically required to become a 911 dispatcher, having an associate’s or bachelor’s degree in a field such as criminal justice or communications can be beneficial.

However, all 911 dispatchers must complete a training program and become certified.

 

What should you look for in a 911 dispatcher resume?

When looking at a 911 dispatcher resume, it’s crucial to look for previous experience in a high-stress or emergency response role.

Certifications, such as Emergency Medical Dispatch (EMD) or certification from the Association of Public-Safety Communications Officials (APCO), should also be highlighted.

Skills such as multitasking, stress management, and decision-making should be evident in their past roles.

 

What qualities make a good 911 dispatcher?

A good 911 dispatcher should have strong communication skills and a calm, reassuring manner, especially when dealing with stressful and potentially life-threatening situations.

They should have the ability to multitask, manage their time effectively, and make critical decisions under pressure.

Additionally, they should be empathetic and patient, as they often deal with individuals in distress.

 

Is it challenging to hire 911 dispatchers?

Hiring 911 dispatchers can be a challenge due to the high-stress nature of the job and the specific skill set required.

Retention can also be an issue, with burnout being a common problem in this role.

Employers should be prepared to offer competitive pay, comprehensive training, and supportive work environments to attract and retain qualified dispatchers.

 

Conclusion

And there we have it.

Today, we’ve shed some light on the critical role of a 911 dispatcher.

Surprising, isn’t it?

It’s not just about answering calls.

It’s about providing a lifeline in emergencies, one call at a time.

Armed with our indispensable 911 dispatcher job description template and real-life examples, you’re ready to take the next step.

But why stop there?

Go further with our job description generator. It’s your ultimate tool for shaping precise job postings or honing your resume to perfection.

Remember:

Every call made and received is a part of a bigger picture.

Let’s save lives. Together.

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