Public Safety Telecommunicators

Public safety telecommunicators, including 911 operators and fire dispatchers, answer emergency and nonemergency calls and provide resources to assist those in need.

Duties

Public safety telecommunicators typically do the following:

• Answer 9-1-1 emergency and nonemergency requests from different sources, such as phone calls, text messages, social media, and alarm systems
• Determine the type of emergency and its location and decide the appropriate response based on agency procedures
• Relay information to the appropriate first-responder agency
• Coordinate the dispatch of emergency response personnel
• Give instructions to the person in need before emergency services arrive
• Monitor and track the status of police, fire, and ambulance units
• Synchronize responses with other area communication centers
• Keep detailed records of calls

Public safety telecommunicators answer requests from people who need help. Depending on the situation, these workers may contact police, firefighters, emergency services, or a combination of the three. Telecommunicators take both emergency and nonemergency requests.

Public safety telecommunicators must stay calm while collecting vital information from callers to determine the severity and location of a situation. They also must select and clear a radio channel to establish a stable connection with the appropriate first-responder agency, such as the police or fire department. Telecommunicators then monitor that channel to ensure that resources are provided safely and efficiently.

Public safety telecommunicators use computers to log important facts, such as the nature of the incident and the caller’s name. These computer systems screen calls to identify the delivery method, such as phone, text, or video. Telecommunicators then gather information about the location of the person in need.

Public safety telecommunicators are trained to provide instruction over the phone. They often must guide callers on what to do before responders arrive. For example, they might help the caller provide first aid at the scene until emergency medical services arrive. At other times, telecommunicators may advise callers on how to remain safe while waiting for assistance.

Public safety telecommunicators held about 105,200 jobs in 2024. The largest employers of public safety telecommunicators were as follows:

Public safety telecommunicators typically work in communication centers, often called public safety answering points (PSAPs). Some work for unified communication centers, where they answer calls for all types of emergency services, while others work specifically for police or fire departments.

Work as a public safety telecommunicator may be stressful. These workers often have long shifts, take many calls, and deal with troubling situations. Some calls require them to assist people who are in life-threatening situations, and the pressure to respond quickly and calmly may be demanding.

Work Schedules

Most public safety telecommunicators work full time, often in 8- to 12-hour shifts.

Because emergencies happen at any time, public safety telecommunicators are needed to staff PSAPs around the clock. They may be required to work shifts that are outside standard business hours, such as evenings, weekends, and holidays.

Public safety telecommunicators typically need a high school diploma to enter the occupation and then are trained on the job. Many states and localities require these workers to become certified.

The median annual wage for public safety telecommunicators was $50,730 in May 2024.

Employment of public safety telecommunicators is projected to grow 3 percent from 2024 to 2034, about as fast as the average for all occupations.

About 10,700 openings for public safety telecommunicators are projected each year, on average, over the decade. Many of those openings are expected to result from the need to replace workers who transfer to different occupations or exit the labor force, such as to retire.