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 PerceptivenessCoordinationService OrientationCritical ThinkingReading ComprehensionJudgment and Decision Making
Knowledge areas
Public Safety and SecurityLaw and GovernmentEnglish LanguageTelecommunicationsCustomer and Personal Service
Technology & tools
Data base user interface and query softwareHelpdesk or call center softwareOffice suite softwareGeographic information systemMobile messaging service software
Representative tasks
Provide emergency medical instructions to callers.Question callers to determine their locations and the nature of their problems to determine type of response needed.Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information, and after-hours calls for departments within a city.Relay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification.Record details of calls, dispatches, and messages.Monitor various radio frequencies, such as those used by public works departments, school security, and civil defense, to stay apprised of developing situations.Read and effectively interpret small-scale maps and information from a computer screen to determine locations and provide directions.Maintain access to, and security of, highly sensitive materials.Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles.Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.Answer routine inquiries, and refer calls not requiring dispatches to appropriate departments and agencies.Learn material and pass required tests for certification.Observe alarm registers and scan maps to determine whether a specific emergency is in the dispatch service area.Maintain files of information relating to emergency calls, such as personnel rosters and emergency call-out and pager files.Test and adjust communication and alarm systems, and report malfunctions to maintenance units.Operate and maintain mobile dispatch vehicles and equipment.Monitor alarm systems to detect emergencies, such as fires and illegal entry into establishments.
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
147 alternate job titles map to this occupation.
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