911 dispatchers are the central hub for emergency personnel. Often called the first (first) responders, these tele-communicators are the first point of contact during an emergency situation, responsible for triaging the call, gathering information, and providing the necessary aid.
Dispatchers are expected to not only keep themselves and their caller calm during high-stress situations, but also provide accurate assistance. Despite the strenuous job requirements, 911 dispatch is often classified as a clerical position, and only recently has there been a fight to change their classification to something more than just administrative secretaries. Here are the key differences between a typical clerical tele-marketer call center, and a 911 dispatch center.
Responsibilities of a 911 dispatcher agent
In an emergency situation, 911 dispatchers are the first trained person of contact. Their job is to assess a critical, often life or death situation, and to relay the proper information to first responders. Instead of actually being the physical responder at the emergency scene, they’re administering duties over the phone and supporting the needs of the first responder.