911 Dispatcher

Typical Work Tasks
People who work in this career often:

• Answer telephones to direct calls or provide information.
• Enter information into databases or software programs.
• Maintain call records.
• Search files, databases or reference materials to obtain needed information.
• Confer with coworkers to coordinate work activities.
• Relay information between personnel.
• Report maintenance or equipment problems to appropriate personnel.
• Maintain current knowledge related to work activities.
• Discuss goods or services information with customers or patrons.
• Monitor alarm systems.

Typical Working Conditions

• Having telephone conversations.
• Dealing with external customers.
• Sitting.
• The importance of being accurate or exact.
• Dealing with unpleasant or angry people.
• Working indoors in environmentally controlled conditions.
• Frequent decision-making.

Tools & Technology used by 911 Dispatchers

Source: Minnesota CAREERwise

Most Important Skills for 911 Dispatchers

• Listening—Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking—Talking to others to convey information effectively.
• Being Aware of Others—Being aware of others’ reactions and understanding why they react as they do.
• Thinking Critically—Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Reading—Understanding written sentences and paragraphs in work related documents.
• Coordinating with Others—Adjusting actions in relation to others’ actions.
• Helping Others—Actively looking for ways to help people.
• Persuading Others—Persuading others to change their minds or behavior.
• Writing—Communicating effectively in writing as appropriate for the needs of the audience.
• Making Decisions—Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Most Important Knowledge Areas for 911 Dispatchers

• Customer and Personal Service—Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Psychology—Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
• Clerical—Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
• Public Safety and Security—Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
• English Language—Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Telecommunications—Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
• Computers and Electronics—Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Law and Government—Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
• Education and Training—Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
• Communications and Media—Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.

Interests
Different careers may be a good fit for your personality or interests. This career is:

• Conventional—Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
• Realistic—Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.

Source: Minnesota CAREERwise

Low indicates 25% of workers earn less and 75% earn more. Median indicates 50% of workers earn less and 50% earn more. High indicates 75% of workers earn less and 25% earn more.

Demand
This career is high growth compared to other careers. There will be a need for about 1,494 new Police, Fire, and Ambulance Dispatchers to meet market demand between 2018-2028. This includes the demand due to replacement (workers leaving the occupation or retiring) as well as growth.

Source: Minnesota CAREERwise

This career is best for those with at least a high school degree.

View the local post-secondary education options from our partners: Central Lakes College & MSTATE.

Helpful High School Courses
Examples of helpful classes that help you prepare for this career:

• Business Computer Applications
• Business Law
• Cultural/Ethnic Studies
• Debate
• Human Development
• Personal Finance
• Physical Education
• Psychology
• Public Administration
• Safety and First Aid
• U.S. Government
• World Language

Source: Minnesota CAREERwise