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Public safety dispatchers work in call centers to dispatch emergency services, such as police, fire, and ambulance. They assess situations, decide which service to send, and remain on the line until services arrive. Training includes CPR, first aid, and stress testing. Written records of calls may be kept.
A public safety dispatcher is an individual who works in a call center, usually an emergency communications center, in order to dispatch emergency services. The most common emergency services sent are police, fire and ambulance. In some cases, the Coast Guard, National Guard and other services may be called in, especially if the emergency is at sea or is larger in scale. The training required to become a public safety dispatcher includes basic CPR and first aid and may also include psychiatric and stress testing.
The first thing a public safety dispatcher must do is assess a situation where a caller contacts the center. The first question usually asked is, “What is your emergency?” The dispatcher will also receive a bunch of different information on the computer screen, such as the caller’s phone number and approximate location in most cases. This helps the dispatcher know where to send emergency services.
Once the public safety dispatcher determines the nature of the emergency, the dispatcher must decide which service to send. In most cases, this is not difficult to determine, but in some situations, more than one emergency service may be required. For example, if a caller reports a robbery or shooting, police and ambulance services may be called. Even the fire department may be called to such scenes in some communities to provide support to medical personnel.
After deciding which service is needed, the emergency dispatcher sends a call over a radio network to that service. This call usually issues an emergency alert, followed by the address and nature of the emergency. Rescuers will then go to the location and may request more information or clarification of problems along the way.
In most cases, the public safety dispatcher will remain on the line with one person until emergency services arrive on the scene. Practice helps in two different ways. First, a calm, reassuring voice keeps the speaker calm in what could otherwise be a very stressful situation. Also, if circumstances change, the dispatcher can relay this information immediately, without relying on the caller to call back with additional information.
The public safety dispatcher, upon completion of a call, may be responsible for recording the call in the paperwork, although it is also recorded. Information in the written record may include the time of the call, the number, the nature of the emergency and the duration of the call. This information can be important to law enforcement investigating cases involving criminal activity.
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