A public safety dispatcher is a person who dispatches emergency services from a call center, usually an emergency communications center. Police, fire, and ambulance are the most common emergency services dispatched. The coast guard, national guard, and other emergency services may be called in some cases, especially if the emergency is at sea or is of a larger scale. Basic CPR and first aid are included in the training for becoming a public safety dispatcher, as well as psychiatric and stress tests.
When a caller contacts the center, the first thing a public safety dispatcher must do is assess the situation. “What is your emergency?” is usually the first question asked. In most cases, the dispatcher will also see a number of different pieces of information on his or her computer screen, including the caller’s phone number and an approximate location. This assists the dispatcher in determining where emergency services should be dispatched.
After determining the nature of the emergency, the public safety dispatcher must decide which service to dispatch. This is usually easy to determine, but in some cases, more than one emergency service may be required. If a caller reports an assault or shooting, for example, both police and ambulance services may be dispatched. In some communities, the fire department may be called to such scenes to assist medical personnel.
After determining which service is required, the emergency dispatcher places a call to that service over a radio network. The emergency alert will usually be played first, followed the address and the nature of the emergency. The first responders will then proceed to the scene, and while en route, they may ask for additional information or clarification of issues.
In most cases, a public safety dispatcher will remain on the line with a caller until emergency services arrive. The exercise is beneficial in a number of ways. First, in what could be a very stressful situation, a calm, reassuring voice keeps the caller calmer. In addition, if circumstances change, the dispatcher can immediately relay this information rather than waiting for the caller to call back with more information.
After a call is completed, the public safety dispatcher may be responsible for logging the call on paperwork, though it will also be recorded. The time of the call, the number, the nature of the emergency, and how long the call lasted may all be recorded on the written log. This information could be useful to law enforcement in the investigation of criminal cases.