Emergency Dispatcher Job Description [Updated for 2025]

emergency dispatcher job description

In the realm of public safety, the critical role of emergency dispatchers has never been more apparent.

As society advances, so does the demand for skilled professionals who can calmly navigate crisis situations, efficiently coordinate emergency services, and ensure the well-being of those in need.

But what exactly is expected of an emergency dispatcher?

Whether you are:

  • A job seeker aiming to understand the core responsibilities of this role,
  • A hiring manager crafting the ideal candidate profile,
  • Or simply curious about the demanding yet rewarding field of emergency dispatch,

You’ve come to the right place.

Today, we present a customizable emergency dispatcher job description template, designed for easy posting on job boards or career sites.

Let’s dive right into it.

Emergency Dispatcher Duties and Responsibilities

Emergency Dispatchers play a critical role in public safety by answering emergency calls, dispatching the appropriate emergency services, and providing callers with essential instructions.

Their primary responsibilities include:

  • Answering emergency calls and assessing the caller’s situation to determine the proper course of action
  • Dispatching the appropriate emergency services, such as police, fire, or ambulance services
  • Providing callers with essential instructions for handling the situation until help arrives
  • Recording and maintaining detailed logs of all emergency calls
  • Tracking the location and status of emergency services units
  • Operating and monitoring a variety of communications equipment, including telephones, radios, and computer systems
  • Assisting in coordinating response efforts during major emergencies or disasters
  • Keeping up-to-date on relevant procedures, policies, and regulations
  • Maintaining confidentiality and security of all information related to calls and responses

 

Emergency Dispatcher Job Description Template

Job Brief

We are seeking a dedicated and focused Emergency Dispatcher to act as the vital link between our emergency services and those in need of assistance.

The successful candidate will be responsible for receiving and dispatching emergency calls, providing crucial information and support to those in distress.

Emergency Dispatcher duties include receiving incoming emergency calls, prioritizing calls based on the severity of an emergency, providing instructions on life-saving emergency medical interventions, and dispatching the appropriate emergency personnel.

Our ideal candidates have excellent communication skills, can remain calm under pressure, and have a genuine desire to assist others in emergency situations.

 

Responsibilities

  • Answer emergency and non-emergency calls and document important information
  • Respond to any issues and follow-up by coordinating with the appropriate departments or field units
  • Operate and manage a multi-line telephone console system
  • Route calls to the appropriate emergency services
  • Provide medical instructions to citizens over the telephone
  • Maintain and update call records
  • Monitor the location of emergency services personnel in the field to coordinate dispatch and backup units
  • Provide exceptional customer service
  • Train and prepare for emergency situations
  • Stay up-to-date on procedures and regulations to be followed in case of emergency

 

Qualifications

  • Proven experience as a dispatcher or relevant position
  • Proficient in English (oral and written)
  • Fast typing with experience in data entry
  • Knowledge of procedures and guideline for emergency situations
  • Proficient in MS Office and databases
  • Outstanding organizational and multitasking abilities
  • Active listener with excellent communication skills
  • Sound judgement and critical thinking
  • High school diploma or equivalent; Higher degree will be appreciated

 

Benefits

  • 401(k)
  • Health insurance
  • Dental insurance
  • Retirement plan
  • Paid time off
  • Job training and professional development opportunities

 

Additional Information

  • Job Title: Emergency Dispatcher
  • Work Environment: This role requires working in shifts in a high-stress, fast-paced emergency communication center.
  • Reporting Structure: Reports to the Dispatch Supervisor.
  • Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
  • Pay Range: $33,783 minimum to $57,041 maximum
  • Location: [City, State] (specify the location or indicate if remote)
  • 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 an Emergency Dispatcher Do?

Emergency Dispatchers, also known as 911 operators, are first in line when it comes to responding to emergency situations.

They work in communication centers, often maintained by police departments, fire departments, or emergency medical services.

Their primary duty is to receive emergency calls from individuals who are in need of immediate assistance.

They must quickly and calmly assess the situation based on the information provided, determine the nature and severity of the emergency, and dispatch the appropriate emergency services, such as police, fire, or medical personnel.

They are also responsible for providing clear instructions to callers, which can range from performing first aid procedures to ensuring their personal safety until help arrives.

This may involve calming distressed individuals, reassuring those in life-threatening situations, and obtaining critical details about the emergency.

Emergency Dispatchers also need to accurately document all calls and actions taken, and maintain communication with dispatched units, updating them on any changes or additional information.

In certain situations, they may also be required to coordinate with other agencies or emergency services.

They play a crucial role in ensuring the efficient response and management of emergencies, as the information they gather and relay can significantly impact the outcome of each situation.

 

Emergency Dispatcher Qualifications and Skills

Emergency Dispatchers should possess a distinct set of skills and qualifications that enable them to provide critical assistance during emergencies, such as:

  • Excellent communication skills to clearly and effectively interact with callers during high-stress situations.
  • Ability to remain calm and composed under pressure to provide accurate and timely information to both callers and emergency service providers.
  • Strong listening skills to understand and extract necessary information from distressed and often unclear callers.
  • Critical thinking and fast decision-making skills to assess situations and dispatch the appropriate emergency services promptly.
  • Proficiency in using dispatch equipment including computer systems, phones, radios and mapping tools.
  • High degree of empathy and understanding to provide emotional support to distressed callers.
  • Knowledge of medical terminologies and procedures, and the ability to provide basic life-saving instructions over the phone.
  • Excellent multitasking abilities to manage multiple calls, coordinate with various emergency services, and document call information simultaneously.
  • Ability to work in shifts, during weekends and holidays, as emergency services operate around the clock.

 

Emergency Dispatcher Experience Requirements

Emergency Dispatcher candidates typically need to have a high school diploma or GED, as well as certification in emergency services dispatching.

Most employers prefer candidates to have 1-2 years of experience in a role that involves high-stress decision-making, such as in customer service, healthcare, or public safety roles.

This experience is important to prepare the dispatcher for the stressful and fast-paced environment of an emergency call center.

Experience in the use of computer-aided dispatch systems, telecommunication systems, and other relevant technology is also often required.

Candidates with more than 3 years of experience may have advanced skills in multitasking, decision-making, and crisis management.

They may also have a deeper understanding of emergency medical procedures and protocols, which is beneficial for handling complex emergency calls.

Those with more than 5 years of experience and proven leadership abilities may be considered for senior or supervisory dispatcher roles.

These positions often involve training and overseeing the work of less experienced dispatchers, as well as coordinating with other emergency service agencies.

 

Emergency Dispatcher Education and Training Requirements

Emergency Dispatchers typically need a high school diploma or equivalent.

However, some job postings may require postsecondary education such as an associate’s or bachelor’s degree in criminal justice, emergency management, or a related field.

They must undergo a training program, which can last from one to six months, depending on the employer’s requirements.

This training program generally includes both classroom and on-the-job training, covering areas such as company protocols, local geography, communication skills, and emergency procedures.

In addition to the formal education and training, emergency dispatchers should be proficient in using computer-aided dispatch software and equipment, and have excellent communication and decision-making skills.

Depending on the state or employer, emergency dispatchers might be required to obtain certification.

This usually requires completion of a formal training program and passing an exam.

Continuing education is important for emergency dispatchers to keep abreast with the latest in communication technology and emergency management protocols.

Some dispatchers may choose to pursue additional certifications in areas like emergency medical dispatching or crisis intervention to enhance their skills and expertise.

 

Emergency Dispatcher Salary Expectations

An Emergency Dispatcher earns an average salary of $40,000 (USD) per year.

The salary can fluctuate based on factors like years of experience, qualifications, and the region of employment.

 

Emergency Dispatcher Job Description FAQs

What skills does an emergency dispatcher need?

Emergency dispatchers should possess excellent communication and interpersonal skills to handle a variety of emergency calls effectively.

They need to be highly organized, have good problem-solving skills, and the ability to make decisions under stressful conditions.

Knowledge of basic first aid procedures, familiarity with dispatch equipment, and a clear understanding of the local area are also important.

 

Do emergency dispatchers need a degree?

Most emergency dispatcher roles do not require a degree.

However, they typically require a high school diploma or equivalent.

Training is usually provided on the job, but some positions may require a certificate or degree in a related field such as criminal justice or emergency management.

Additionally, dispatchers may need to complete certification in CPR and other emergency procedures.

 

What should you look for in an emergency dispatcher resume?

An emergency dispatcher resume should demonstrate the candidate’s ability to handle high-stress situations, communicate effectively, and make quick decisions.

Prior experience in a dispatch, customer service, or emergency response role is a plus.

Certifications in CPR, first aid, or related fields are also beneficial.

Familiarity with local geography and emergency dispatch software can be an advantage.

 

What qualities make a good emergency dispatcher?

A good emergency dispatcher is calm under pressure, able to multitask efficiently, and has excellent attention to detail.

They should have strong communication skills, both written and verbal, to relay important information quickly and accurately.

Empathy and the ability to handle stressful, often emotional situations with professionalism and compassion are also crucial qualities.

 

Is it challenging to hire emergency dispatchers?

Hiring emergency dispatchers can be challenging due to the high-stress nature of the job.

It requires finding candidates who can maintain composure and make critical decisions under pressure.

Offering competitive salaries, comprehensive training, and support in dealing with job-related stress can help attract qualified candidates.

 

Conclusion

And there you have it.

Today, we’ve delved into the real essence of being an emergency dispatcher.

Surprised?

It’s not just about answering calls.

It’s about orchestrating safety and security, one emergency at a time.

With our comprehensive emergency dispatcher job description template and practical examples, you’re fully equipped to take the next step.

But why limit yourself?

Dig deeper with our job description generator. It’s your ideal tool for creating accurate job listings or fine-tuning your resume to excellence.

Keep this in mind:

Every emergency call is part of a broader commitment to safety.

Let’s commit to that safety. Together.

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