What is a Dispatcher

Dispatchers answer emergency and nonemergency calls and provide resources to assist those in need. Depending on the situation, dispatch may contact police, firefighters, EMS, or other relevant agencies. Dispatchers typically use equipment such as computer-aided dispatch systems, which consist of several monitors that may display call information, maps, and video.  Dispatchers may also be known as public safety telecommunicators.

Learn about the Cuyahoga Emergency Communications System (CECOMS)

Basic Duties

• Answer 9-1-1 emergency and nonemergency requests from phone calls, text messages, social media, and alarm systems.
• Determine the type of emergency, its location, and decide the appropriate response.
• Relay information to the appropriate first responder agency.
• Coordinate the dispatch of emergency response personnel.
• Give instructions to the person in need before emergency services arrive.
• Monitor and track the status of police, fire, and ambulance units.
• Synchronize responses with other area communication centers.
• Keep detailed records of calls.

Hiring Roadmap

Typical Entry-Level Requirements

• High school diploma/GED and 1-2 years training/experience in dispatch, law enforcement, fire, clerical, or other similar field.
• Training requirements and length of training vary by state and locality.
  

Training

Some states require 40 or more hours of training, and some require continuing education every 2-3 years. Individual localities and agencies may also structure their own requirements. Training may be followed by a probationary period. Certain certifications may also be required such as Emergency Medical Dispatcher (EMD) certification or Emergency Number Professional (ENP) certification.

Training may include a variety of topics, such as local geography, agency protocols, and standard procedures. They also may receive training to prepare for high-risk incidents, such as child abductions, suicidal callers, and other high stress scenarios.

Advancement

Training and additional certifications may help public safety telecommunicators become senior dispatchers or supervisors. Additional education and related work experience may be helpful in advancing to management-level positions.

Average Pay & Benefits

• National median average per US Bureau of Labor Statistics: $50,730 per year or $24.39 per hour.
• Cuyahoga County pay: $22.05 per hour.
• Benefits will vary by department but often include medical, dental, vision, paid time off, holiday pay, overtime pay, and retirement/pension plan.

Work Environment

Typically work in a communications center, police station, or fire station. Dispatchers often take many calls, and deal with troubling situations. Some calls require dispatchers to assist people who are in life-threatening situations. The job can require dispatchers to work under pressure and require a calm demeanor to provide quick actions.

Because emergencies happen at any time, staffing is around the clock, often in 8- to 12-hour shifts and include evenings, weekends, and holidays. Overtime can be common.

Where Can You Work

There are several regional centers that perform duties for multiple cities/departments, while the other cities self-dispatch for their own departments and are typically located within a police or fire department.

See local dispatch agencies.