911...What's Your Emergency?
IAR Smart
WASHINGTON, D.C. (Achieve3000, May 25, 2011). Whether there's a fight, a crime in progress, a raging fire, a car accident, or a medical emergency, when someone calls 911, a police, fire, and ambulance dispatcher (PFAD) listens. PFADs, also known as 911 operators and public safety dispatchers, determine the nature of the emergency and send the appropriate assistance. PFADs are crucial links between people in need of help and emergency service workers. They play a critical role in aiding communication among different types of emergency responders, such as police officers and fire fighters. Without PFADs, public safety agencies would be much less efficient—and in many emergency situations, every second counts.
Job Duties
PFADs work in dispatch centers. There, they answer telephone requests for emergency assistance. Upon answering a 911 call, PFADs first ask questions to determine the location and nature of the emergency, as well as the type of help required. In accordance with established protocol, PFADs prioritize the calls they receive. Then, they dispatch the appropriate aid to the scene. PFADs relay data to emergency responders, including police officers, fire fighters, and ambulance workers. PFADs often remain on the line with callers, obtaining additional information to relay to emergency workers. During this time, they may also provide instructions to callers, such as how to administer first aid.
In order to do their jobs efficiently, PFADs constantly monitor the locations of emergency responders by scanning charts and computer screens. They also communicate directly with public safety workers. This helps PFADs remain aware of which emergency units are in the vicinity or available for dispatch.
Not all calls that PFADs receive pertain to emergencies. PFADs may also take non-emergency calls for police departments after business hours.
Abilities and Personal Qualities
It is important for PFADs to be able to communicate effectively. They should be able to read, write, and speak English. PFADs must also be comfortable operating a variety of equipment, including two-way radios, radio scanners, voice recording equipment, multi-line telephone systems, and computers. Many PFADs use computer software such as Microsoft Word and Corel WordPerfect.
PFADs should possess excellent problem-solving skills and the ability to process information. They must also be able to make prudent decisions—and quickly. They must listen well and be able to handle stress and remain calm during calls. It is also helpful for a PFAD to have the ability to calm callers, especially enough to extract relevant information. PFADs may take calls from people who are angry, scared, or confused. Therefore, they should respect people's privacy, be caring, and be able to understand people's feelings and reactions to various situations. PFADs should also get along well with other people.
Education and Training
PFADs are typically required to have a high school degree. In many states, PFADs must also complete certain types of training. Some must obtain particular certification prior to starting work. Once hired, PFADs usually receive three to six months of on-the-job training.
Hours
Emergency 911 calls are received in dispatch centers 24 hours a day. Because of this, many PFADs work days, nights, and weekends. Some PFADs work full time, often in 8- to 10-hour shifts. Others work part time.
Salary
According to the most recent national wage survey conducted by the federal government, the average annual income for PFADs is about $37,000.
Job Outlook
According to the government, the job outlook for PFADs is favorable. Job opportunities are expected to grow faster than average due to the growing and aging population of the U.S. This will increase demand for emergency services. In certain locations, however, job growth may slow due to the closing of some call centers. Also,
What is this article mainly about?
The growing and aging population of the United States, and its effect on public safety agencies and the economy
The responsibilities and requirements of working as a 911 dispatcher in an emergency call center
An analysis of the advancing sophistication and efficiency of emergency call centers in the United States
A comparison of jobs in public safety agencies, including 911 operators, fire fighters, police officers, and ambulance workers
The responsibilities and requirements of working as a 911 dispatcher in an emergency call center.
how
to effectively communicate and handle emergency calls, the necessary skills and qualities of a 911 dispatcher, the education and training required for the job, the working hours and salary of a 911 dispatcher, and the job outlook for 911 dispatchers in the United States.
The reader can infer from the article that __________.
PFADs must learn ways to acquire important information from callers who are very upset.
Demand for PFADs is probably dropping because Americans are staying healthier and living longer.
PFADs are probably not required to type because their work involves just listening and speaking.
The shifts for PFADs are probably shorter than shifts in most other fields because their work is stressful.
The reader can infer from the article that PFADs must learn ways to acquire important information from callers who are very upset.
Which is the closest antonym for the word prudent?
Attentive
Critical
Medical
Irrational
Irrational
Suppose that Gail wants to learn more about Microsoft Word. She would find most of her information by __________.
Searching ads for 911 operators in a newspaper's classifieds section
Looking up Microsoft Word in the index of the latest almanac
Finding a description of Microsoft Word in a software catalog
Reading the autobiography of a former 911 operator from her area
Finding a description of Microsoft Word in a software catalog
What cause and effect relationship is described in this article?
Because PFADs are required to attend months of on-the-job training, they are not usually required to finish high school.
Because PFADs are required to learn how to administer first aid, many PFADs go on to become ambulance workers.
Because 911 calls are received from the general public, PFADs are usually required to be fluent in multiple languages.
Because 911 calls are received in dispatch centers 24 hours a day, many PFADs work days, nights, and weekends.