April 14-20, 2024, was National Public Safety Telecommunicators Week (NPSTW), held annually during the second week of April to honor public safety communicators for their commitment, service and sacrifice. Lincoln County Sheriff Dustin Florence posted a photo of our county’s dispatchers, kicking off the week of commemoration.
According to the CISA (Cybersecurity and Infrastructure Security Agency), NPSTW was initially started in 1981 by Patricia Anderson of the Contra Costa County Sheriff ’s Office in California. In 1994, President Clinton signed a proclamation declaring the second week of April as NPSTW as a time to celebrate and thank telecommunications personnel throughout the nation who serve our communities, citizens and public safety personnel 24 hours a day, seven days a week.
So, just what is a telecommunication professional? Often referred to as a 911 dispatcher, telecommunications personnel are the first point of contact in an emergency, and often unsung heroes. They are the public’s first point of contact in an emergency.
If you think all they do is answer the 911 line and dispatch the required personnel, you m, ay want to rethink that assumption. Public safety telecommunicators face several challenges in their critical role in protecting the public.
They work in a high-pressure environment, handling emergency calls and dispatching first responders. The stress of dealing with life and death situations can take a toll on their mental and emotional well-being.
Listening to distressing calls, witnessing traumatic events through the phone and providing reassurance to callers can be emotionally draining. They must be able to manage their own emotions while remaining empathetic and professional.
They are trained to be kings and queens of multitasking. When answering calls, they gather information, dispatch responders and coordinate resources while maintaining clean communication and accuracy. During these times they often are required to respond to several calls at once, keeping confusion to a minimum.
Additionally, because emergency services never sleep and operate 24/7, they work rotating shifts, week ends and holidays. Irregular hours can interrupt sleep patterns, affect overall health and family relations.
They use complex computer-aided dispatch systems, radio communication and other tools. Technical glitches or system failures can hinder their ability to respond promptly.
Additionally, in the face of an emergency, callers can be excitable, aggressive, uncooperative or verbally abusive. It is crucial that telecommunicators remain calm during challenging interactions.
Unlike first responders who witness the outcomes of their actions, telecommunicators rarely know the final outcome of the emergencies they handle. This lack of closure can be emotionally taxing.
They must make split-second decisions on a daily basis, based on limited information. Their decisions impact the safety of all involved.
Working as a dispatcher can be isolating. They often sit in a dimly lit room, communicating with callers and responders remotely. Building a sense of camaraderie is essential.
Continually empathizing with distressed callers can lead to compassion fatigue – a state of emotional exhaustion. They need support and self-care strategies to prevent burnout.
Some 911 professionals are certified as emergency medical dispatchers (EMDs), emergency fire dispatchers (EFDs) or emergency police dispatchers (EPOs). In a county such as Lincoln, our dispatchers must be able to answer calls of any nature.
All of these things make staffing a struggle as personnel may move to another field of emergency service or resign due to the overall emotional stress of the job. However, at least one former EMD (now deceased), as well as many others, found personal fulfillment in their jobs in spite of the challenges.
In Lincoln County we appreciate our telecommunicators and recognize their dedication to public safety.
