Occupation · SOC 43-5031
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.
Median wage
$50,730
$35,640–$78,110
Projected growth
+3.5%
Average growth
Annual openings
360
per year
Employed (US)
101,140
Job Zone 2
Typical preparation
Some preparation
Stackable credential programs
1 mapped
Core skills
Active ListeningSpeakingSocial PerceptivenessService OrientationCritical ThinkingCoordinationReading ComprehensionJudgment and Decision MakingComplex Problem SolvingPersuasionMonitoringActive LearningWritingInstructingTime ManagementNegotiationLearning StrategiesSystems AnalysisOperations MonitoringManagement of Personnel ResourcesTroubleshootingSystems EvaluationQuality Control AnalysisOperations AnalysisOperation and ControlMathematicsManagement of Material ResourcesProgrammingManagement of Financial ResourcesTechnology DesignRepairingEquipment SelectionEquipment MaintenanceScienceInstallation
Knowledge areas
Public Safety and SecurityLaw and GovernmentEnglish LanguageTelecommunicationsCustomer and Personal ServiceGeographyCommunications and MediaComputers and ElectronicsAdministrativeEducation and TrainingPsychologyPersonnel and Human ResourcesTherapy and CounselingAdministration and ManagementSociology and AnthropologyProduction and ProcessingMedicine and DentistryTransportationPhilosophy and TheologyForeign LanguageMathematicsEconomics and AccountingMechanicalChemistryDesignHistory and ArcheologyEngineering and TechnologySales and MarketingPhysicsBuilding and ConstructionBiologyFood ProductionFine Arts
Technology & tools
911 system information databasesComputer aided dispatch softwareCorel WordPerfect Office SuiteGeographic information system GIS systemsIntrado SchoolMessengerLaw enforcement information databasesMicrosoft AccessMicrosoft ExcelMicrosoft Office softwareMicrosoft OutlookMicrosoft PowerPointMicrosoft SharePointMicrosoft WordNational Crime Information Center (NCIC) databaseNational Law Enforcement Telecommunications System NLETSSAP softwareSpillman Technologies Spillman Computer-Aided DispatchWeb browser software
Representative tasks
Working with ComputersCommunicating with People Outside the OrganizationDocumenting/Recording InformationGetting InformationProcessing InformationMaking Decisions and Solving ProblemsCommunicating with Supervisors, Peers, or SubordinatesPerforming for or Working Directly with the PublicUpdating and Using Relevant KnowledgeAssisting and Caring for OthersInterpreting the Meaning of Information for OthersIdentifying Objects, Actions, and EventsPerforming Administrative ActivitiesOrganizing, Planning, and Prioritizing WorkResolving Conflicts and Negotiating with OthersEstablishing and Maintaining Interpersonal RelationshipsMonitoring Processes, Materials, or SurroundingsTraining and Teaching OthersDeveloping Objectives and StrategiesEvaluating Information to Determine Compliance with StandardsAnalyzing Data or InformationCoaching and Developing OthersInspecting Equipment, Structures, or MaterialsEstimating the Quantifiable Characteristics of Products, Events, or InformationStaffing Organizational UnitsDeveloping and Building TeamsScheduling Work and ActivitiesJudging the Qualities of Objects, Services, or PeopleCoordinating the Work and Activities of OthersThinking CreativelyGuiding, Directing, and Motivating SubordinatesProviding Consultation and Advice to OthersMonitoring and Controlling ResourcesRepairing and Maintaining Electronic EquipmentControlling Machines and ProcessesSelling or Influencing OthersRepairing and Maintaining Mechanical EquipmentHandling and Moving ObjectsOperating Vehicles, Mechanized Devices, or EquipmentPerforming General Physical Activities
Competency framework
Skill expectations by proficiency level.
emerging
Incoming emergency telephone calls — receive and log under direct supervisor guidance in a public safety answering point.Caller location and problem nature — identify by asking scripted questions during supervised shifts at a dispatch center.Basic radio frequencies — monitor and report activity to a senior dispatcher during structured on-the-job training.Emergency and non-emergency call types — distinguish and categorize following established classification protocols in a 911 center.Call details and dispatch records — enter accurately into a computer-aided dispatch system under close supervision.Small-scale maps and computer-screen location data — read and interpret with guidance to assist callers seeking directions.Standard dispatch procedures — follow step-by-step when relaying initial information to responding units during training shifts.Pre-approved emergency medical instructions — deliver verbatim to callers as directed by certified protocol cards and a supervising dispatcher.Office suite and word processing software — use to complete basic administrative forms and shift documentation in the communications center.Active listening skills — apply to capture essential caller information accurately during low-complexity calls under direct oversight.
developing
Multi-line emergency telephone system — manage independently during routine shifts, routing police, fire, and EMS calls with minimal oversight.Caller questioning techniques — apply consistently to assess caller location and emergency nature and determine appropriate response type.Dispatch priority levels — evaluate and assign for common incident types in accordance with departmental procedures without supervisory prompting.Radio communications across public works, school security, and civil defense frequencies — monitor simultaneously and synthesize developing situational information.Emergency medical pre-arrival instructions — provide calmly and accurately to distressed callers while coordinating unit dispatch in parallel.Computer-aided dispatch and helpdesk software — operate proficiently to record call details, track unit status, and retrieve incident histories.Geographic information system tools — use to confirm caller locations, cross-reference addresses, and relay accurate directions to field units.Information relay between emergency sites, law enforcement agencies, and notification groups — execute efficiently using radio and mobile messaging platforms.Stress and high call-volume periods — manage personal self-control and maintain accuracy of data entry and verbal communication throughout.Written incident logs and shift reports — compose clearly and completely in compliance with records retention standards at the dispatch center.
proficient
Complex multi-agency incidents — coordinate communications independently, prioritizing simultaneous calls and dispatching units across police, fire, and EMS disciplines.Non-routine or rapidly escalating emergencies — assess with sound judgment and adjust response priorities in real time without supervisory direction.Caller demeanor and emotional state — interpret through social perceptiveness to adapt communication style and extract accurate information under high stress.Advanced map reading and GIS screen data — apply to resolve ambiguous location information and provide precise directions during active emergencies.Full-scope radio network monitoring — maintain selective attention across multiple frequencies to detect pattern changes and anticipate resource needs.Emergency medical protocol delivery — execute with clinical confidence for complex medical scenarios, guiding callers through CPR and other life-safety interventions.Interagency information relay protocols — manage end-to-end to ensure accurate and timely notification of law enforcement, hospitals, and emergency management officials.Database and document management software — leverage to retrieve prior incident records, support investigations, and ensure data integrity across shift handoffs.Inductive and deductive reasoning — apply to identify connections between separate incoming calls that may indicate a larger or developing public safety event.Departmental policies and applicable law and government regulations — interpret and apply correctly when handling sensitive, legally significant, or escalated incidents.
advanced
Dispatch center training curriculum — design and deliver to onboard new telecommunicators, aligning instruction with current public safety standards and certification requirements.Operational protocols and standard operating procedures — author, review, and revise to reflect regulatory changes, after-action findings, and evolving best practices.Center-wide quality assurance program — lead by monitoring call recordings, evaluating performance metrics, and coaching staff toward measurable improvement.Multi-agency communication plans for large-scale emergencies — develop and exercise in coordination with law enforcement, fire, EMS, and emergency management leadership.Technology acquisition decisions — guide by assessing CAD systems, GIS platforms, and telecommunications infrastructure against organizational capacity and public safety mission needs.Departmental performance data and trend reports — analyze and present to city leadership and oversight bodies to support staffing, budget, and policy decisions.Organizational stress-tolerance and wellness culture — champion by implementing peer-support programs and resilience resources within the communications center.Mutual aid communication agreements — negotiate and operationalize with neighboring jurisdictions to ensure seamless interoperability during regional incidents.Accreditation and compliance processes — oversee by ensuring the center meets national public safety communications standards and maintains required certifications.Strategic workforce development plans — formulate to address succession needs, skill gaps, and retention challenges across all levels of the telecommunications unit.
Also known as
46 alternate job titles map to this occupation.
911 Dispatcher911 Emergency Dispatcher911 Emergency Services Dispatcher911 Operator911 TelecommunicatorAlarm OperatorAmbulance DispatcherCall PersonCall TakerCommunications DispatcherCommunications OfficerCommunications OperatorCommunications SpecialistDispatch OfficerDispatch OperatorDispatch SpecialistDispatch Technician (Dispatch Tech)DispatcherEmergency Communications DispatcherEmergency Communications Officer (ECO)Emergency Communications Operator (ECO)Emergency DispatcherEmergency Medical Dispatcher (EMD)Emergency OperatorEmergency Services DispatcherEmergency Telecommunications Dispatcher (ETD)Emergency Vehicle DispatcherFire DispatcherFire Fighters DispatcherForest Fire Fighters DispatcherPolice and Fire DispatcherPolice Communications DispatcherPolice Communications OperatorPolice DispatcherPolice Radio DispatcherPolice TelecommunicatorProtective Signal OperatorPublic Safety DispatcherPublic Safety TelecommunicatorRadio Dispatcher