911 Dispatchers: The Unsung Heroes of Public Safety

911 Dispatchers: Understanding the Role of

Unsung Heroes of Public Safety
Joseph Faiola
Weber State University

911 Dispatchers: The Unsung Heroes of Public Safety

911 Dispatchers: Understanding the Role of

Unsung Heroes of Public Safety
As the vital first link we are committed to providing the highest quality service in
partnership with public safety and the community (Weber Area Dispatch 911, 2016). The motto
of Weber Area Dispatch 911 is proudly printed across the top of their website. The motto is the
first thing anyone would see while visiting their website, and clearly defines how 911 dispatchers
view their role in the Public Safety system. But does the general public really understand the
importance of the 911 dispatcher?
The Weber 911 website helps to shed some light on the responsibilities of a dispatcher. A
current job posting states that a good candidate will be able to exercise good judgement and
logical thought patterns in medical situations and under heavy workload. It also states that a 911
dispatcher will provide stability in time of crisis by calming and reassuring callers. Some of
the job duties include providing medical instructions, searching databases for stolen property or
vehicles, dispatching appropriate medical units via radio system, and accessing criminal history
information (Weber Area Dispatch 911, 2016).
Indeed, a 911 dispatcher may wear many hats throughout the day. A 911 dispatcher may
take a call where they have to provide lifesaving CPR instructions, or instruct a caller how to
control a patient who is bleeding. Later they might be responsible for checking the identity of a
driver during a traffic stop. Their ability, or inability to accurately check criminal histories and
warrants can mean the difference between life and death for an officer in the field who
unwillingly stops the wrong car at the wrong time. During an active structure fire, the 911
dispatcher may be the only person who hears the frantic cries for help from a firefighter who has

911 Dispatchers: The Unsung Heroes of Public Safety

become trapped inside a burning building. A dispatcher must be ready to respond to any situation
that may come across the phone or radio, and they are held to a high public standard like
policemen or firefighters. This means that they are expected to be professional, of good moral
character, and of sound mind and calm demeanor.
Does working in a high-stress, high visibility position carry a toll? A 2014 article
published by ABC suggests that it may. Among other things, Dispatchers may suffer from PostTraumatic Stress Disorder (PTSD), become socially disconnected with family or friends, and
suffer a Hero Complex, which occurs when the needs of others override the dispatchers personal
needs for health, wellness, or counseling (Ng, 2014).
In a 2013 article published by Salary.com, the job of an emergency dispatcher ranked
number 7 out of the top ten most stressful jobs (Gouveia, 2013). This article further clarified that
mistakes by a 911 dispatcher can result in the injury, or in extreme cases, even death of the
callers. Not surprisingly, Police Officer ranked 5 on the list, while Firefighter was given the
number 3 spot. Although Salary.com seems to understand the close relationship of 911
dispatchers to the police and fire side of public safety, can the same be said of the general public?
The United States Bureau of Labor Statistics lists Firefighters and Police Officers into a
category of jobs labeled Protective Services. These jobs are classified together because they
each ensure the safety of the public. Other jobs listed in this category include Lifeguards,
Security guards, and even Animal Control Officers (United States Bureau of Labor Statistics,
2014). At first glance, 911 Dispatcher seems like a job that would be found in this category. They
intervene in a crisis situation and their decisions can mean the difference between the life and
death of a public citizen. However, you will not find 911 or Emergency Dispatcher anywhere in
the Protective Services list. In order to find the classification, you will have to scroll a little bit

911 Dispatchers: The Unsung Heroes of Public Safety

farther to a category titled Office and Administrative Support Occupations. Police, Fire, and
Ambulance Dispatchers are listed just above Utility Meter Readers and Postal Carriers. They are
grouped together with Loan Officers and Hotel Desk Clerks (United States Bureau of Labor
Statistics, 2014).
Unfortunately, for 911 Dispatchers, there seems to be a general oversight or
misunderstanding about the importance of their job. This lack of understanding results in more
than just misclassification of job duties. The National Bureau of Labor Statistics reports that
although there are approximately 90,000 911 Dispatchers in the United States, the mean annual
salary for the position is only $39,400 (United States Bureau of Labor Statistics, 2014). The
Bureau of Labor Statistics also reports that another job within the same classification of Office
and Administrative Support Occupations; Telephone Collection Agents, are more than three
times as numerous, and make only $1.00 less per hour.
Slowly but surely, the tide seems to be changing for 911 Dispatchers. In Utah, a 2015
legislative change now allows 911 Dispatchers employed by state agencies to be grouped into the
same retirement groups as Firefighters and Police Officers. The bill also gives the option to nonstate employers to migrate into the system (Powell, 2015).
Discussion
Although not physically present on the scene of emergency situations, it can be argued
that the role of a 911 Dispatcher is just as critical as a Police Officer or Firefighter and that they
play a critical role in the Public Safety operation of ensuring citizen and responder safety. As
shown in this narrative, there are misconceptions about the work that 911 Dispatchers perform,
and in general, they tend to be viewed as receptionists or office workers more often than they are

911 Dispatchers: The Unsung Heroes of Public Safety

viewed as partners in Public Safety. In addition, the job of a 911 Dispatcher is high visibility,
high stress, and dispatchers are held to a high public standard.
Conclusion
There is a lack of statistics or information that clearly indicate the importance of 911
Dispatchers and their role in the Public Safety system. Better education about the job of 911
Dispatchers has been shown to improve public perception about the position as demonstrated by
legislative changes. Although there is much work left to do, some positive strides have been
made in categorizing, compensating, and recognizing 911 Dispatchers as the 4 th leg of the Public
Safety table, alongside Police Officers, Firefighters, and Emergency Medical Responders.

911 Dispatchers: The Unsung Heroes of Public Safety

References
Gouveia, A. (2013). The Top Ten Most Stressful Jobs. Retrieved from Salary.com:
http://www.salary.com/the-top-10-most-stressful-jobs/slide/5/
Ng, C. (2014, July 7th). Life of Constant Crisis Takes Emoional Toll on 911 Operators. Retrieved
from ABC News: http://abcnews.go.com/US/life-constant-crises-takes-emotional-toll911-operators/story?id=23844556
Powell, R. K. (2015, April). H.B. 115 Public Safety Retirement for Dispatchers. Retrieved from
Utah State Legislature: http://le.utah.gov/~2015/bills/static/HB0115.html
United States Bureau of Labor Statistics. (2014, May). May 2014 Occupation Profiles. Retrieved
from Occupational Employment Statistics:
http://www.bls.gov/oes/current/oes_stru.htm#43-0000
United States Bureau of Labor Statistics. (2014, May). Occupational Employment and Wages,
May 2014. Retrieved from Occupational Employment Statistics:
http://www.bls.gov/oes/current/oes435031.htm
Weber Area Dispatch 911. (2016, March 9th). Dispatcher Job Posting. Retrieved from Weber
County HR: http://www.webercountyutah.gov/hr/openjobs/dispatch/Dispatcher%2022016.pdf
Weber Area Dispatch 911. (2016, March 9th). Home. Retrieved from Weber911.org:
Weber911.org