Emergency Services Dispatcher Job Description [Updated for 2025]

In the high-stakes world of emergency response, the role of Emergency Services Dispatcher is more critical than ever.

As the lifeline between those in distress and the help they need, the demand for astute individuals who can swiftly and effectively manage crises is always on the rise.

But let’s delve deeper: What’s truly expected from an Emergency Services Dispatcher?

Whether you are:

• A job seeker exploring the responsibilities of this role,
• A hiring manager outlining the perfect candidate,
• Or merely fascinated by the pivotal role of emergency dispatch,

You’re in the right place.

Today, we introduce a customizable Emergency Services Dispatcher job description template, primed for easy posting on job boards or career sites.

Let’s dive right into it.

Emergency Services Dispatcher Duties and Responsibilities

Emergency Services Dispatchers play a critical role in emergency response operations.

They serve as the first point of contact for individuals in need of immediate emergency assistance and coordinate the dispatch of appropriate emergency services.

The following are the primary duties and responsibilities of an Emergency Services Dispatcher:

• Receive emergency calls from the public seeking police, fire, or medical assistance
• Determine the nature and location of the emergency and decide the appropriate response on the basis of agency procedures
• Dispatch the appropriate emergency response team and provide them with the necessary information to handle the situation effectively
• Monitor and track the status of emergency response teams
• Provide essential instructions and guidance to callers to ensure their safety until the arrival of emergency services
• Maintain communication with all parties involved, including callers, emergency service personnel, and medical staff as necessary
• Document all call information accurately and comprehensively for future reference
• Work closely with other emergency service providers and agencies to facilitate coordinated and effective responses
• Participate in ongoing training and development to stay current with emergency response procedures and technologies

 

Emergency Services Dispatcher Job Description Template

Job Brief

We are seeking a calm, alert and highly responsive individual to join our team as an Emergency Services Dispatcher.

Your main responsibility will be to receive and dispatch emergency and non-emergency calls for police, fire, and ambulance services.

You will play a critical role in ensuring the safety and welfare of our community by promptly responding to calls and dispatching appropriate services.

 

Responsibilities

• Answer emergency and non-emergency calls and document important information
• Respond to any issues and questions regarding dispatching services
• Determine the type of emergency and its location and decide the appropriate response on the basis of agency procedures
• Use dispatching system to send emergency response vehicles
• Coordinate with other emergency services to provide the most efficient help
• Monitor the route of dispatch vehicles and give directions if needed
• Keep callers calm and collected to gather necessary information
• Enter data in the computer system and maintain logs of call activities
• Maintain and update call records
• Monitor and record the status of dispatched units

 

Qualifications

• Proven work experience as an emergency dispatcher or a similar role
• Fast typing with experience in data entry
• Knowledge of procedures and guidelines for emergency situations
• Proficiency in English (oral and written)
• Outstanding organizational and multitasking abilities
• Active listener with excellent communication skills
• Sound judgement and critical thinking
• High school diploma or equivalent

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Emergency Services Dispatcher
• Work Environment: High-stress, office setting. Requires ability to work under pressure and multitask.
• Reporting Structure: Reports to the Dispatch Supervisor or Emergency Services Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $32,000 minimum to $52,000 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 Services Dispatcher Do?

Emergency Services Dispatchers play a crucial role in the operation of emergency services.

They are typically employed by police, fire, and medical departments and work in a dispatch center or call center environment.

They are responsible for answering emergency calls from the public, including 911 calls.

They gather critical information from the caller, such as the nature of the emergency and the location.

Based on the information provided, dispatchers determine the type and level of emergency service required, such as police, fire, or medical, and dispatch the appropriate units to the scene.

Dispatchers also maintain communication with the dispatched units, updating them with any new information or instructions as required.

They keep detailed records of the calls they receive and the actions they take.

They also often coordinate with other emergency services and agencies to ensure a comprehensive response to emergencies.

In addition to dealing with emergencies, dispatchers may also answer non-emergency calls and provide information or direct the caller to the appropriate department or service.

The role of an Emergency Services Dispatcher is highly demanding and requires excellent communication skills, the ability to make quick decisions under pressure, and a comprehensive understanding of emergency procedures and protocols.

 

Emergency Services Dispatcher Qualifications and Skills

An Emergency Services Dispatcher must possess a unique combination of skills and qualifications to perform their duties effectively, such as:

• Strong communication skills to clearly, effectively, and efficiently transmit vital information to emergency response personnel.
• Excellent listening skills to accurately comprehend the situation from callers under extreme distress and to understand instructions from emergency personnel.
• Multitasking abilities to handle multiple phone lines, operate dispatching systems, and communicate with multiple parties simultaneously.
• Problem-solving skills to promptly assess emergency situations and determine appropriate response actions.
• Attention to detail to accurately record and relay information, as well as to pick up on critical details that can impact emergency response.
• Ability to work under pressure and remain calm during high-stress situations to provide effective assistance.
• Knowledge of emergency procedures, protocols, and dispatch codes to provide accurate information to responders and to guide callers through crisis situations.
• Physical stamina to work long shifts, often overnight, and handle the demanding nature of emergency dispatch work.

 

Emergency Services Dispatcher Experience Requirements

Emergency Services Dispatchers typically require a high school diploma or equivalent as a minimum educational requirement.

Beyond this, a significant amount of on-the-job training is usually provided to new hires.

This training may last from a few months to a year and it typically covers the use of equipment, procedures, and policies of the dispatch center.

Prior to becoming an Emergency Services Dispatcher, many candidates gain experience in customer service roles or other jobs that require quick decision-making and efficient communication.

Candidates with 1 to 2 years of experience in a role such as Call Center Operator, Telecommunications Specialist, or even an Internship in an emergency services department, are generally considered qualified for an entry-level Dispatcher position.

Those with more than 3 years of experience in dispatching or related roles may be well-suited for roles with higher responsibilities or even supervisory roles.

These individuals may have developed advanced skills such as crisis management, multi-tasking under high stress scenarios and adept knowledge of emergency protocols.

For positions requiring more than 5 years of experience, candidates are often expected to have extensive knowledge of the workings of emergency services, a history of quick and effective decision-making, and experience in leading and training other dispatchers.

 

Emergency Services Dispatcher Education and Training Requirements

Emergency Services Dispatchers typically need a high school diploma or its equivalent.

However, an associate’s or bachelor’s degree in criminal justice, emergency management, or a related field can be beneficial.

They must complete a training program, often offered by the dispatching agency, which typically includes classroom instruction in local geography, emergency procedures, law enforcement terminology, and the use of communication equipment and software.

In some states, emergency services dispatchers are required to be certified.

The certification process typically includes passing a written exam and a practical test, as well as maintaining the certification with ongoing education.

In addition to formal education and training, dispatchers need strong communication skills, ability to work under pressure, and problem-solving abilities.

They might also need to have cardiopulmonary resuscitation (CPR) certification, as they often provide medical instructions over the phone before the emergency personnel arrive.

Furthermore, some dispatchers may choose to specialize in a particular area, such as fire or medical dispatching, which requires additional training and certification.

Having advanced degrees, certifications and specializations can indicate a candidate’s dedication to their profession and their readiness to handle complex emergency situations.

 

Emergency Services Dispatcher Salary Expectations

An Emergency Services Dispatcher earns an average salary of $41,910 (USD) per year.

The actual salary can differ depending on factors such as experience, training, the location of the job, and the organization employing the dispatcher.

 

Emergency Services Dispatcher Job Description FAQs

What are the key skills required for an Emergency Services Dispatcher?

Emergency Services Dispatchers need strong communication and listening skills as they often deal with callers in stressful situations.

They must be able to stay calm under pressure, make swift decisions, and handle multiple tasks at once.

Proficiency in using computer systems and the ability to quickly type and input data is also crucial.

 

Do Emergency Services Dispatchers require any specific qualifications or degrees?

While a specific degree is not required, Emergency Services Dispatchers typically need a high school diploma or equivalent.

They undergo extensive on-the-job training and may also need to complete a certification course.

Some states require Emergency Services Dispatchers to be certified, which often involves passing a written examination.

 

What should you look for in an Emergency Services Dispatcher resume?

Important aspects to look for in a resume include a history of strong communication and problem-solving skills, the ability to handle stressful situations, and experience with data entry or using computer dispatch systems.

Prior experience in an emergency services role or a role that required multi-tasking under pressure can also be beneficial.

 

What qualities make a good Emergency Services Dispatcher?

Good Emergency Services Dispatchers are calm under pressure, have excellent communication and interpersonal skills, and have the ability to multitask effectively.

They have good decision-making skills and can assess situations quickly and accurately.

Empathy and a desire to help others are also important traits.

 

What are the daily duties of an Emergency Services Dispatcher?

Emergency Services Dispatchers answer emergency and non-emergency calls, determine the type of assistance needed, and dispatch the appropriate emergency services.

They also record details of calls, dispatches, and messages.

Dispatchers may give basic over-the-phone medical instructions before emergency personnel arrive, and they must follow protocols to ensure the safety of those in potentially dangerous situations.

 

Conclusion

And there you have it.

Today, we’ve unveiled the true essence of being an emergency services dispatcher.

Surprise!

It’s not just about answering calls.

It’s about orchestrating life-saving operations, one call at a time.

With our definitive emergency services dispatcher job description template and real-life examples, you’re ready to dive in.

But why limit yourself?

Explore more with our job description generator. It’s your next step to creating precise job listings or refining your resume to perfection.

Keep in mind:

Every call you manage is a part of a much larger mission.

Let’s save lives. Together.

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