Being a Public Safety Dispatcher Have you saved a life lately? Are you an individual who can remain calm and make quick, sound judgments in emergency situations? Are you looking for an exciting career in a public safety profession? You should consider a career in public safety dispatching. Dispatchers are a critical element in the team that brings law enforcement, fire protection, emergency medical care, and other public safety agencies to the community. They are the heart of the 9-1-1 system of Cass County. Public safety dispatchers must work with a high degree of judgment and independence; they must be able to evaluate emergency situations and make split-second decisions regarding the type of response appropriate for the circumstances. The work can be very intense, but very rewarding! This job is not for everyone! Many different things are occurring simultaneously that you must keep track of, and at any time, an emergency call will require your full and immediate attention and quick response. This position requires shift work, meaning you are required to work a variety of day, evening, graveyard shifts including weekends and holidays. When most places are closing for weather related incidents the 9-1-1 staff are coming to work, some don’t return to their homes for several hours. The 9-1-1 staff is a TEAM, you must be a “team friendly” person. Informational There can be a lot of STRESS in the Dispatch Center:
Always be confident and do the best job you can do, remember everyone has problems and everyone has a bad day. Leave your personal problems at the door and don’t let them affect your job. Someone with bigger problems may need you, and they need you to be your BEST. The successful public dispatcher must possess the following abilities:
Definitions:
There is a gap between “hearing” and “listening”, and you have to put energy into active listening. As they say there is a difference between listening and waiting for your turn to talk. When communicating with a caller: One person talks while the other listens. When a unit directs a message to you, then its up to you to actively listen to that message, then verify what you heard was actually said. Don’t guess. Rate of Speech The average individual speaks approximately 90 to 100 words per minute. While the average person can copy correctly 30 to 50 words per minute. You should dispatch at approximately 40 to 50 words per minute. If field units are constantly requesting you to repeat, there is a good possibility that the dispatcher is speaking to fast. Radio Messages (Dispatches) Never Guess, check all doubtful words, names, locations before beginning dispatching the message. Arrange all information in a logical sequence and complete detail prior to transmitting. Read the message, highlight or underline the portions of broadcast. Word Choice in Dispatching
Use clear speech because they are easy to understand and cannot be easily mistaken for another word or term. Radio Demeanor Choice of Words Do not confuse the word “affirmative” with “10-4”. “10-4” means you heard and understood the transmission, “affirmative “ means YES. Transmissions should be clear, accurate, and concise. Eliminate unnecessary content when possible. Try to give as much information using as few words as possible. Comprehending Transmissions Developing a Radio Ear Appropriate questioning:
Treat all callers with respect; understand that certain people react with anger and hostility when frustrated. You have a responsibility to provide help to all callers, not just polite ones INFORMATION GATHERING:
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