After someone calls 911, the emergency telephone number in the United States, Canada, and some other countries, a 911 dispatcher is responsible for getting the appropriate response to the scene of an emergency as quickly as possible. In order to pass information to the responding unit, the 911 dispatcher must accurately gather information from the caller. The dispatcher must then choose the most appropriate unit and relay this information.
When a member of the public dials 911, it is usually in response to a life-threatening emergency. Calls are frequently literally a matter of life and death. The person is frequently distressed, possibly in shock, and it may be difficult for them to relay even the most basic details.
In order to gather any useful information, a 911 dispatcher will frequently need to calm the person. No response can be made without knowing the nature of the emergency and its location. The 911 dispatcher is responsible for ensuring that the caller is able to provide all pertinent information.
The dispatcher then contacts the appropriate emergency response unit. The 911 dispatcher is responsible for determining the appropriate level of response for a given emergency. Firefighters are needed for both a domestic kitchen fire and a forest fire, but the severity and scope of each emergency necessitates different levels of response.
Frequently, emergency response units do not wait for a call in a station. The dispatcher is also responsible for tracking units in the community. Units call in on a regular basis to update the dispatcher on their current location and availability. When a 911 call is received, the dispatcher is able to choose the closest available unit, reducing response time.
Extensive recordkeeping is used to keep track of information. All calls must be logged the dispatcher, with all pertinent information recorded. Response unit data, such as a patient’s condition, is also kept track of. Dispatchers must also keep track of the whereabouts and status of all units in the area, providing regular updates as conditions change.
The dispatcher may be required to prioritize calls on a regular basis. When resources are stretched thin, the 911 dispatcher must choose which emergency needs to be addressed right away. Large-scale, life-or-death emergencies are usually prioritized. However, some emergencies are more time sensitive than others, and the dispatcher may choose to prioritize the more urgent calls.
Dispatchers will also receive a number of non-emergency calls throughout the day. It’s possible that people are attempting to contact the local police station or hospital. Calls for non-emergency information, such as road conditions, may also be redirected from other lines. These calls are usually handled quickly, either providing the requested information or providing the caller with a non-emergency phone number, such as the local fire station, police station, or hospital, where any questions can be answered.