A 911 operator is a specialized type of phone dispatcher who takes emergency calls. In the United States, 911 is the universal emergency services number; outside of the US, operators may answer calls to emergency services numbers such as 111, 112, or 999. Calls to the emergency services phone number are answered by 911 operators, who ensure that callers receive the services and assistance they require.
People who require assistance from the fire department, police force, or ambulance service can call a single number that is easy to remember, rather than having to look up individual phone numbers, with a universal emergency phone number. Travelers who require assistance but are unfamiliar with emergency numbers may find universal numbers useful. However, having all emergency calls routed to 911 necessitates the presence of a trained operator to answer the phone.
In a dispatch center, 911 operators typically work eight to ten hour shifts and may collaborate with a group of dispatchers to ensure that the line is never busy when people call. When a 911 operator answers the phone, he or she determines the nature of the emergency and dispatches appropriate emergency services. On a medical aid call, for example, if someone calls to report a broken limb, the 911 operator will determine which ambulance service should respond and dispatch an ambulance. If a caller reports a traffic accident, the operator may dispatch a fire truck, police car, and ambulance to the scene. Dispatchers also communicate with emergency responders on the scene so that additional responders can be dispatched as needed.
911 operators with specialized skills may be in high demand. A good 911 operator can quickly and efficiently extract necessary information from callers, keep callers calm and informed about the status of the emergency services they have dispatched, and coach callers on interventions such as CPR. The 911 operator must be able to deal with a wide range of situations while remaining cool, calm, and collected.
Computer systems used to log calls and dispatch emergency services are typically required of 911 operators. They’re also taught how to handle situations like prank calls and hangups, which still require a response. To coordinate emergency responses, these dispatch professionals may need to be able to work with multiple computer and phone systems, and they must be familiar with topics such as cell phone calls that are routed to the wrong dispatch center, staffing allotments at various emergency services agencies, and how to handle non-emergency calls that end up at the 911 dispatch center, such as noise complaints.