Public Safety Dispatcher

Introduction to the world of a911 dispatcher

Utah Valley Dispatch Special Service District

• 911 is generally not how it appears in movies or television shows.

• Most people will never visit a 911 dispatch center so Most people will never visit a 911 dispatch center so their opinion or interpretation of the occupation comes their opinion or interpretation of the occupation comes from what they see in the movies or on television. On from what they see in the movies or on television. On the CSI television shows, for example, you see only a the CSI television shows, for example, you see only a glimpse of the dispatch part of the process, in glorified glimpse of the dispatch part of the process, in glorified settings, and all crimes are solved in 45 minutes settings, and all crimes are solved in 45 minutes (allowing for commercial interruptions.) We want to give (allowing for commercial interruptions.) We want to give you a clear understanding of the job, its challenges and you a clear understanding of the job, its challenges and its rewards, before you continue through the long its rewards, before you continue through the long process of testing and interviewing.process of testing and interviewing.

This is a typical console in our dispatch facility. The room is darker than shown This is a typical console in our dispatch facility. The room is darker than shown here, mainly to prevent glare on the five computer monitors. Many who enter the here, mainly to prevent glare on the five computer monitors. Many who enter the dispatch room are surprised to see that it doesn’t look like those shown on TV. We dispatch room are surprised to see that it doesn’t look like those shown on TV. We are building a new facility (move in mid to late 2016) that will be more spacious, are building a new facility (move in mid to late 2016) that will be more spacious, with better lighting and updated technologies.with better lighting and updated technologies.

Two dispatchers at a typical console in our center.Two dispatchers at a typical console in our center.

What does a 911 public safety What does a 911 public safety dispatcher do?dispatcher do?

– We should first explain to you what a public safety We should first explain to you what a public safety or 911 dispatcher does. We receive both 911 calls or 911 dispatcher does. We receive both 911 calls

for service and twenty-four hour calls for non-for service and twenty-four hour calls for non-urgent requests for police, fire, public works and urgent requests for police, fire, public works and

even animal control. even animal control.

911 Public Safety dispatcher

Dispatchers take reports of emergencies and non-Dispatchers take reports of emergencies and non-emergencies and enter the information into the emergencies and enter the information into the

Computer Aided Dispatch (CAD) system so the calls Computer Aided Dispatch (CAD) system so the calls can be relayed to field can be relayed to field responders

911 Public Safety dispatcher

“Dispatch, I need a wrecker and another unit to assist me.”Dispatch, I need a wrecker and another unit to assist me.”

As a public safety dispatcher, you would be trained to both As a public safety dispatcher, you would be trained to both receive calls and to handle radio transactions with field unitsreceive calls and to handle radio transactions with field units

911 Public Safety Dispatcher

Our Computer Aided Dispatch software is called Spillman. The call taker Our Computer Aided Dispatch software is called Spillman. The call taker would enter in the needed information and save that information to the would enter in the needed information and save that information to the CAD. The call then appears on the police radio dispatcher’s screen so he CAD. The call then appears on the police radio dispatcher’s screen so he

or she can dispatch police units to the call.or she can dispatch police units to the call.

911 Public Safety Dispatcher

Radio dispatchers receive the call from service from the call takers and relay Radio dispatchers receive the call from service from the call takers and relay to units over a computerized radio system. Radio dispatchers also receive to units over a computerized radio system. Radio dispatchers also receive

information from field units and act on that information. Officers often information from field units and act on that information. Officers often need driver’s license or license plate checks, need back up units or wreckers need driver’s license or license plate checks, need back up units or wreckers to respond to scenes or who will even sign out on crimes or situations the to respond to scenes or who will even sign out on crimes or situations the

officer personally observes while on patrol. Fire dispatchers page out officer personally observes while on patrol. Fire dispatchers page out specific units to handle calls and track units for correct response times.specific units to handle calls and track units for correct response times.

Skills needed• Able to sit for long periods of time without breaks.

• Able to tolerate sitting in a darkened room for long periods.• Able to watch computer screens for long periods.

• Because we can’t predict when emergencies will come Because we can’t predict when emergencies will come in, breaks will be erratic or of limited time. If there is a in, breaks will be erratic or of limited time. If there is a

major traffic accident or a large fire, breaks may be major traffic accident or a large fire, breaks may be suspended until things are under control. Breaks have suspended until things are under control. Breaks have to be approved through a supervisor. You can’t plan to to be approved through a supervisor. You can’t plan to run errands on your lunch break because you may not run errands on your lunch break because you may not

get a break. Dispatchers often eat at the consoles. get a break. Dispatchers often eat at the consoles. Because of glare on computer screens, the dispatch Because of glare on computer screens, the dispatch

room is dark or has very subdued lighting. Everything room is dark or has very subdued lighting. Everything we use, the telephone, the CAD, and the radio have we use, the telephone, the CAD, and the radio have computer monitors for their operation. If you are computer monitors for their operation. If you are

sensitive to computer flicker or get headaches from sensitive to computer flicker or get headaches from looking at computer screens for more than a few looking at computer screens for more than a few

minutes, this isn’t the career for you. In addition, we minutes, this isn’t the career for you. In addition, we have a traffic monitor and a security monitor on the have a traffic monitor and a security monitor on the

wall.wall.

Skills neededSkills needed

• Because everything is computer driven in the Because everything is computer driven in the dispatch environment, you must:dispatch environment, you must:– Have basic keyboard and computer skills in order to use Have basic keyboard and computer skills in order to use

CAD, email and basic office software.CAD, email and basic office software.– Be able to type at least 40 words a minute without errors. Be able to type at least 40 words a minute without errors.

If you struggle with 40 words a minute, dispatching will be If you struggle with 40 words a minute, dispatching will be a challenge.a challenge.

– Be able to spell correctlyBe able to spell correctly– Be able to receive information through the phone, radio, Be able to receive information through the phone, radio,

from a person in the room or over the computer and from a person in the room or over the computer and respond quickly (often all the same timerespond quickly (often all the same time)

You must be able to type while listening, be able to hear other information coming in You must be able to type while listening, be able to hear other information coming in while you are on the phone. If you are someone who gets frustrated when someone while you are on the phone. If you are someone who gets frustrated when someone talks to you while on the phone, you may have difficulty learning to multi-task. If you talks to you while on the phone, you may have difficulty learning to multi-task. If you can only talk to one person at a time or do only one thing at a time, you could have can only talk to one person at a time or do only one thing at a time, you could have

difficulty in multitasking. Multitasking is truly the ability to move quickly from task to difficulty in multitasking. Multitasking is truly the ability to move quickly from task to task without forgetting other needed information. In short, it’s like having a task without forgetting other needed information. In short, it’s like having a

conversation with 15 different people and being able to remember where you left off conversation with 15 different people and being able to remember where you left off in the conversation with that person.in the conversation with that person.

Dispatching isn’t a field where you can leisurely look up Dispatching isn’t a field where you can leisurely look up information and then respond as you can. Getting information and then respond as you can. Getting

responders en route on emergency calls is a time limited responders en route on emergency calls is a time limited activity. For medicals, it is our goal to have 99% of our activity. For medicals, it is our goal to have 99% of our medical calls entered and paged to field responders in medical calls entered and paged to field responders in less than 120 seconds. For fires, it is our goal to have less than 120 seconds. For fires, it is our goal to have

95% of all fire calls paged out to field responders in less 95% of all fire calls paged out to field responders in less than 90 seconds. People who are bleeding or not than 90 seconds. People who are bleeding or not breathing cannot wait to have help delayed. Fires breathing cannot wait to have help delayed. Fires

double in size for every minute they burn. Emergencies double in size for every minute they burn. Emergencies are time critical events.are time critical events.

Must be able to memorize:Must be able to memorize:Ten CodesTen CodesCAD computer commandsCAD computer commandsStreet location and informationStreet location and informationPolicies and proceduresPolicies and proceduresRadio call signs and officer informationRadio call signs and officer information

In radio dispatching, ten codes are a quick and efficient way to relay In radio dispatching, ten codes are a quick and efficient way to relay information. We use codes such as Ten-Four (10-4) which is a way of information. We use codes such as Ten-Four (10-4) which is a way of acknowledging information. We use things like Ten Eighty-eight (10-88) which acknowledging information. We use things like Ten Eighty-eight (10-88) which means “Man with a Gun” and several other codes. If you cannot memorize means “Man with a Gun” and several other codes. If you cannot memorize and quickly recall such information, you would not be able to understand. and quickly recall such information, you would not be able to understand.

Basic Requirements

• High school diploma or equivalent (GED)• 18 years of age or older• Typing skills – minimum of 40 wpm• Able to speak and understand English fluently• Able to spell and communicate at a high school level

• Legal Requirements:Legal Requirements:– Be a United States citizenBe a United States citizen– Be at least 18 years old at the time of hireBe at least 18 years old at the time of hire– Be a high school graduate or furnish evidence of Be a high school graduate or furnish evidence of

successful completion of an examination indicating an successful completion of an examination indicating an equivalent achievementequivalent achievement

– Have not been convicted of a crime for which the Have not been convicted of a crime for which the applicant could have been punished by imprisonment applicant could have been punished by imprisonment in a federal penitentiary or by imprisonment in the in a federal penitentiary or by imprisonment in the penitentiary of this or another statepenitentiary of this or another state

– Have demonstrated good moral character, as Have demonstrated good moral character, as determined by a background investigationdetermined by a background investigation

– Be free of any physical, emotional or mental condition Be free of any physical, emotional or mental condition that might adversely affect the performance of the that might adversely affect the performance of the applicant’s duties as a dispatcherapplicant’s duties as a dispatcher

• The following WILL disqualify you from being The following WILL disqualify you from being accepted:accepted:– Non-U.S. CitizenNon-U.S. Citizen– Falsification of applicationsFalsification of applications– Felony Conviction – Exceptions: Juvenile Felony Conviction – Exceptions: Juvenile

convictions may be considered, but are not an convictions may be considered, but are not an automatic disqualifierautomatic disqualifier

– Being dismissed from the armed services under Being dismissed from the armed services under dishonorable conditionsdishonorable conditions

• The following MAY disqualify you from being accepted, and may require The following MAY disqualify you from being accepted, and may require all documentation such as police reports, court dockets and a detailed all documentation such as police reports, court dockets and a detailed written letter of explanation from the applicant on the circumstances of written letter of explanation from the applicant on the circumstances of the arrestthe arrest::

– Conviction of or involvement in misdemeanor crimes concerning drugs/controlled substances Conviction of or involvement in misdemeanor crimes concerning drugs/controlled substances – requires a two (2) to four (4) year waiting period from date of conviction or involvement, – requires a two (2) to four (4) year waiting period from date of conviction or involvement, depending on the type of drug/controlled substances involved. (This includes the use of depending on the type of drug/controlled substances involved. (This includes the use of someone else’s prescription drugs.)someone else’s prescription drugs.)

– Involvement in a felony crime for which you were not convicted requires a four (4) year Involvement in a felony crime for which you were not convicted requires a four (4) year waiting period from date of involvement.waiting period from date of involvement.

– Conviction of or involvement in Class A Misdemeanor crimes involving physical violence Conviction of or involvement in Class A Misdemeanor crimes involving physical violence requires a four (4) year waiting period from date of conviction or involvement.requires a four (4) year waiting period from date of conviction or involvement.

– Conviction of or involvement in Class A Misdemeanor crimes that do not involve an act of Conviction of or involvement in Class A Misdemeanor crimes that do not involve an act of violence requires a three (3) year waiting period from date of conviction or involvement.violence requires a three (3) year waiting period from date of conviction or involvement.

– Conviction of or involvement in Class B Misdemeanor crimes involving an act of violence, Conviction of or involvement in Class B Misdemeanor crimes involving an act of violence, possession or use of a controlled substance or providing false information to obtain possession or use of a controlled substance or providing false information to obtain certification requires a two (2) year waiting period from date of conviction or involvement.certification requires a two (2) year waiting period from date of conviction or involvement.

– Conviction of or involvement in Class B Misdemeanor crimes involving sexual acts, Conviction of or involvement in Class B Misdemeanor crimes involving sexual acts, harassment, theft, crimes of dishonesty, the use of alcohol or the use of prescription drugs harassment, theft, crimes of dishonesty, the use of alcohol or the use of prescription drugs requires a one (1) year waiting period from date of conviction or involvement.requires a one (1) year waiting period from date of conviction or involvement.

– Conviction of or involvement in Class B Misdemeanor crimes not including any of the things Conviction of or involvement in Class B Misdemeanor crimes not including any of the things listed above requires a six (6) month waiting period from date of conviction or involvement.listed above requires a six (6) month waiting period from date of conviction or involvement.

– Conviction of or involvement in Class C Misdemeanor crimes or infractions requires a three (3) Conviction of or involvement in Class C Misdemeanor crimes or infractions requires a three (3) month waiting period from date of conviction or involvement.month waiting period from date of conviction or involvement.

You can’t be a dispatcher if:You can’t be a dispatcher if:• You can’t see the screens well enough to You can’t see the screens well enough to

discern informationdiscern information

You can’t be a dispatcher ifYou can’t be a dispatcher if

• You are unable to hear sufficiently well You are unable to hear sufficiently well enough to wear a headset and understand enough to wear a headset and understand

what is being said over the radio or telephonewhat is being said over the radio or telephone

What to expect as a dispatcherWhat to expect as a dispatcher• Shift work!Shift work!– We currently work three 12 hour shifts and one 6 hour We currently work three 12 hour shifts and one 6 hour

shift for a total of 42 hours a week. shift for a total of 42 hours a week. – Our shifts are either 7am to 7pm or 7p to 7a and everyone Our shifts are either 7am to 7pm or 7p to 7a and everyone

works a half day on Tuesday.works a half day on Tuesday.– We also have two 10 am to Midnight shifts.We also have two 10 am to Midnight shifts.– Employees also cover two to three on call days a month to Employees also cover two to three on call days a month to

be short notice coverage for sick calls.be short notice coverage for sick calls.– Work schedules and length of shifts can change at any Work schedules and length of shifts can change at any

time.time.– We are unable to set work schedules around school We are unable to set work schedules around school

schedules or other personal preferences.schedules or other personal preferences.

What to expect as a dispatcherWhat to expect as a dispatcher

• Here are our current shifts:Here are our current shifts:

What to expect as a dispatcherWhat to expect as a dispatcher• We work holidays!We work holidays!– As a dispatcher, it is doubtful that you would have As a dispatcher, it is doubtful that you would have

any of Memorial Day weekend, the 4any of Memorial Day weekend, the 4thth of July, of July, Labor Day weekend, Thanksgiving, Christmas or Labor Day weekend, Thanksgiving, Christmas or New Years offNew Years off

– Even more experienced dispatchers work the Even more experienced dispatchers work the holidays. Long term employment does not holidays. Long term employment does not guarantee holidays off.guarantee holidays off.

CompensationCompensation

• WagesWages• Sick LeaveSick Leave• VacationVacation

• Other benefitsOther benefits

WagesWages

• Beginning Full-time pay: $16.07 / hourBeginning Full-time pay: $16.07 / hour– ($33,425 annual)($33,425 annual)

• Upon completion of training: $17.21 / hourUpon completion of training: $17.21 / hour– ($35,805 annual)($35,805 annual)

• Overtime is available and encouragedOvertime is available and encouraged– (Paid at one and one-half rate per hour)(Paid at one and one-half rate per hour)

BenefitsBenefits

• Medical InsuranceMedical Insurance• Dental InsuranceDental Insurance• Life InsuranceLife Insurance• Vision insurance coverage is available at extra Vision insurance coverage is available at extra

cost to the employeecost to the employee• Additional supplement insurances available at Additional supplement insurances available at

cost to the employeecost to the employee

BenefitsBenefits

• Retirement program through the Utah State Retirement program through the Utah State Retirement system.Retirement system.

• 401(a) defined benefits contribution in lieu of 401(a) defined benefits contribution in lieu of Social Security (match based on employee’s Social Security (match based on employee’s contribution.)contribution.)

Leave BenefitsLeave Benefits

• Eleven 8 hour paid holidays per yearEleven 8 hour paid holidays per year• Four hours of vacation per pay period (after Four hours of vacation per pay period (after

successful completion of training.)successful completion of training.)• One 8 hour personal day earned every July 1One 8 hour personal day earned every July 1stst

• Four hours of sick leave per pay period.Four hours of sick leave per pay period.

Training ProvidedTraining Provided

• We provide on the job training for the job We provide on the job training for the job related skills needed to be a dispatcher:related skills needed to be a dispatcher:

– Utah dispatch academy at POST (one week)Utah dispatch academy at POST (one week)– Emergency Medical Dispatching (24 hours)Emergency Medical Dispatching (24 hours)– Emergency Fire Dispatching (24 hours)Emergency Fire Dispatching (24 hours)– CPR CertificationCPR Certification– On the job training (about 20 to 24 weeks)On the job training (about 20 to 24 weeks)– State and national computer access certificationState and national computer access certification

Why be a dispatcher?

• Being a dispatcher allows you to participate in the safety and security of your community

• You get a sense of well being when you’re able to help people through some of the most difficult events of their life

• Not the same old paperwork or paper shuffle day after day. Every day is different.