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, the sophistication of equipment used by PFADs is advancing. Candidates with good computer skills are expected to have the best chances of landing jobs.
You read that police, fire, and ambulance dispatchers (PFADs) play an important role in facilitating communication among emergency responders, but PFADs, also called "911 dispatchers," must be skilled at communicating with the general public. They must obtain information about the emergency. They also reassure the caller that emergency responders will soon be on the scene. This can be particularly challenging when the caller is a child. Here are two stories about children who called 911 and spoke to PFADs.
Keeping a 12-Year-Old Calm
A 12-year-old boy in Port Arthur, Texas, maintained incredible poise on the phone with a 911 dispatcher after burglars broke into his house when he was home alone.
"Someone's trying to break into my house," Deion Murdock told a 911 dispatcher with the Port Arthur Police Department. "I'm in my mother's room right now—please hurry."
The intruders broke through a window and entered Murdock's home. Murdock stayed on the line with the dispatcher, who instructed the boy to hide in a closet.
"I'm going to have to whisper now because I think they're coming in," Murdock said. "It sounds like there are multiple people."
The dispatcher kept the boy calm on the line, checking on him to make sure he was still there as officers raced to the scene.
"You're doing good, doing real good, doing perfect," she told him. "Your mom's going to be so proud of you."
Once officers arrived, they saw two men flee the home and run into the woods. The two suspects were later caught and arrested, and despite the traumatic ordeal, Murdock was unharmed.
Soothing a 5-Year-Old
A quick-thinking 5-year-old girl from Ridgewood, New Jersey, calmly dialed 911 when her mother began choking on a chip. Chloe Olsen thought she was talking to her father, saying to the dispatcher, "Daddy, Mommy's choking," but her parents and the police say that she did a great job.
"You could tell she was a little concerned and scared," said Police Chief John Ward, adding, "She still knew enough to talk to the dispatchers [and] work it through."
Chloe's mom, Kerry Olson, had stopped choking by the time rescue units arrived, but police said that Chloe may still receive special recognition for her actions.
The Olsons said that police and fire officials also deserve credit—for previously visiting Chloe's school and introducing students to a catchy jingle that tells them, "When there's big trouble and you're all alone, don't be scared; pick up the phone—and dial 911."
Chloe's parents and 8-year-old sister were greatly impressed.
"She did a great job. I'm very happy," said Douglas Olson, Chloe's father.
Here's how the call went:
911 dispatcher: "Where's your emergency? ... Hello?"
Chloe: "Daddy? Hello? Daddy, Mommy's choking."
Dispatcher: "She's choking?"
Chloe: "Yes, she can't talk right now."
Dispatcher: "OK, she can't talk?"
Chloe: "No."
Dispatcher: "OK, can you open the front door, and I'll get help over to you?"
Chloe: "OK."
Dispatcher: "Alright, open the front door. I'll be right there."
Chloe: "Love you, bye."
Chloe said she made the call because she knew it was an emergency. When she hung up, she told her mother, "Daddy's on the way," Kerry Olson said.
The Associated Press contributed to this story.
The news article says all of the following except __________.
PFADs may provide instructions to callers, such as how to administer first aid.
PFADs may take non-emergency calls for police departments after business hours.
PFADs rarely receive on-the-job training pertaining to the operation of equipment such as multi-line telephone systems.
PFADs constantly monitor the locations of emergency responders in order to remain aware of which units are in the area.
PFADs rarely receive on-the-job training pertaining to the operation of equipment such as multi-line telephone systems.
how
"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."
Look at page 2 of the Article. Drag the events to put them in the order in which they happened.
intruders enterd the home
two suspect were caught and arrested
murdoc ask the dispatcher for help
the dispatcher said murdoc was doing a good job
officers saw two men flee in the woods
murdoc called 911
Murdoc called 911
Murdoc asked the dispatcher for help
Intruders entered the home
Officers saw two men flee in the woods
Two suspects were caught and arrested
The dispatcher said Murdoc was doing a good job
are you sure
Apologies for the confusion. Here is the correct order of events:
Murdoc called 911
Murdoc asked the dispatcher for help
Intruders entered the home
The dispatcher said Murdoc was doing a good job
Officers saw two men flee in the woods
Two suspects were caught and arrested
are you correct
Apologies for any confusion. Here is the correct order of events:
1. Murdoc called 911
2. Murdoc asked the dispatcher for help
3. Intruders entered the home
4. The dispatcher said Murdoc was doing a good job
5. Officers saw two men flee in the woods
6. Two suspects were caught and arrested
This order represents the sequence of events as described in the article.
Look at page 2 of the Article. What are two ways that 911 dispatchers help children callers?
They offer the children medical advice if someone is ill.
They teach catchy jingles to the children on the phone.
They pretend to be a parent so the callers will feel comfortable.
They reassure the callers that help will be there soon.
They support the children through positive comments.