A 911 dispatcher collects information from distressed callers to determine the appropriate emergency response. They prioritize calls and track response units to reduce response time. Non-emergency calls are redirected to appropriate services.
A 911 dispatcher is responsible for getting the appropriate response to the scene of an emergency as quickly as possible after someone calls 911, the emergency telephone number in the United States, Canada, and certain other countries. The 911 dispatcher must accurately collect information from the caller in order to transmit it to the responding unit. Shippers must then select the most appropriate unit available and transmit this information.
When a member of the public dials 911, it is usually because of a serious crisis. Calls are often literally a matter of life and death. The individual is usually distressed, perhaps in shock, and may find it difficult to convey even the simplest details.
A 911 dispatcher will often need to calm the person down to gather any useful information. Without details such as the nature of the emergency and the location, no response is possible. It is up to the 911 dispatcher to ensure that the caller can transmit all relevant information.
The dispatcher contacts the appropriate unit to respond to the emergency. It is up to the 911 dispatcher to determine what level of response is appropriate for a given emergency. For example, a domestic kitchen fire and a forest fire would require firefighters, but the severity and scope of each emergency requires different levels of response.
Often emergency response units are not waiting on a station for a call. Community tracking units are another responsibility of the shipper. Units call regularly to keep the dispatcher updated on their location and current availability. When a 911 call is received, the dispatcher can select the nearest available unit and thereby reduce the response time.
Information is tracked by extensive record keeping. The dispatcher is required to log all calls, recording all relevant details. Information from response units, such as the patient’s condition, is also recorded. Dispatchers also need to keep track of the location and status of all units in the area, with regular updates as conditions change.
It may be necessary for the dispatcher to prioritize the calls. When resources are overwhelmed, the 911 dispatcher must decide which emergency receives immediate attention. Large-scale life-and-death emergencies usually take precedence. Some emergencies are more time sensitive than others, and the dispatcher may decide to respond to the most pressing issues first.
Dispatchers will also receive multiple non-emergency calls over the course of a day. Individuals may be trying to contact the local police station or hospital. Non-emergency calls for information such as road conditions can also be redirected from other lines. Typically these calls are handled quickly by providing the requested information or providing the caller with a non-emergency phone number such as the local fire department, police station or hospital where any queries can be addressed.
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