When emergencies happen in the Empire State, it isn’t just the police officers, EMTs and firefighters that save the day–it’s also the 911 dispatchers who work hard to direct these emergency workers to the scene. If you’re inspired by their courage and dedication, this step-by-step guide shows you how to become a 911 dispatcher in New York.
Understanding the Role of a NY 911 Dispatcher
If you apply for a 911 dispatcher position, the first thing to be aware of is that the job may also be titled “911 radio operator” or a “police communications technician.” These are all the same jobs.
Familiarizing yourself with responsibilities, work environment, and the essential skills needed to excel as a 911 dispatcher is a smart move. After all, you want to see if the job aligns with your aspirations and skills.
Here are a few aspects of a NY 911 dispatcher position to consider before committing efforts toward securing the job.
Duties and Responsibilities of a 911 Dispatcher
Police communications technicians do much more than provide dispatching services. As a part of their everyday jobs, they also work to:
- Answer, assess, and send emergency and non-emergency calls to their designated agencies.
- Maintain communications with emergency units, monitor and track their status, and provide updates to coordinate emergency responses.
- Provide callers with pre-arrival instructions to help stabilize the situation before emergency units arrive, such as first aid or safety guidance.
- Perform clerical and administrative duties such as collecting statistical data for reports, updating dispatch logs, and maintaining communication records.
The New York State 911 Board supports these efforts by developing standards, facilitating call routing, and promoting information sharing among public safety answering points (PSAPs).
Flexible Scheduling and Pay Structure
Emergency communications centers, also known as public service answering points (PSAPs), need 24/7 personnel coverage. This continuous coverage requirement means that 911 operators often work irregular hours including nights, weekends, and holidays. Pay is typically per shift, often with additional compensation if you work nights.
Public Safety Workstations
You should expect a well-structured work environment if you take a job as a 911 dispatcher. You’ll often work long, intense shifts, and your focus and alertness shouldn’t waver. In these time-sensitive settings, public safety workstations must function smoothly, providing seamless access to technology and equipment. Ergonomic workstations, including adjustable chairs, height-adjustable desks, and well-organized stations, are designed to prevent fatigue and maintain dispatcher alertness.
How to Become a 911 Dispatcher in NY
If you are eager to start a 911 dispatcher job in New York here are the steps to take to make your exciting new career a reality.
Step 1: Meet Employment Requirements
To be considered, candidates for the 911 dispatcher position in New York need to have a four-year high school diploma or GED. You will be required to provide proof before you can begin working. Furthermore, you must prove you’re a U.S. citizen and show you’ve attained NY residency within the last 90 days.
It’s also a requirement to prove you have at least one of the following criteria:
- 30 college credits in an accredited university or college.
- One year of full-time paid experience in performing clerical duties or obtaining information.
- Two years of active military service, along with an honorable discharge.
Step 2: Acquire Necessary Skills and Abilities
To succeed as a 911 operator, you need to acquire or already possess several key skills and abilities. Chief among them are top-notch communication skills, including the following:
- Active listening and good hearing for understanding callers and responding appropriately.
- Empathy, compassion, and de-escalation attributes to calm down callers and manage stressful incidents.
- Clear, concise speech and good English comprehension for unencumbered conversations and coordination of resources..
Additional important traits are problem-solving abilities, as dispatchers encounter unpredictable, complex situations requiring swift, decisive action, all the time. Fast keyboarding skills are also essential to record emergency details as fast and as accurately as possible.
Other important qualities that help manage the demands of the role include the ability to remain calm under pressure, work effectively as part of a team, and multitask efficiently in high-stress environments.
Step 3: Complete 911 Dispatcher Training
Dispatcher training programs are offered by employers, either by agencies for 911 dispatchers or by the employers themselves. This training often involves 40 hours of class time, along with hands-on training and simulated emergencies. Completion of this training, and others offered by employers, allow you to obtain the necessary certifications for being a 911 dispatcher in New York.
Be aware that most training programs can be done on the job. You’ll need to complete your classroom training within 12 months of taking a 911 dispatcher position.
ESDTEP Training
The New York State Public Service Commission oversees the basic training standards for New York 911 dispatchers. The standards are taught through the Emergency Services Dispatch Training Evaluation Program (ESDTEP).
It is necessary to complete a minimum of 200 hours of ESDTEP training. These hours must include:
- Daily written evaluations
- Specific performance criteria
- Observation of the trainee interacting with the public
Because ESDTEP is a more involved program, you’ll have 18 months to complete this course if you work 20 or more hours per week. If you work less than 20 hours per week, you’ll be given 24 months to complete this course.
Your course work will include at least 40 hours of:
- Legal aspects
- Roles and responsibilities
- Technologies
- Interpersonal communications
- Call classification
- Telephone techniques
- Stress management
- Radio communications
- Incident command system
Step 4: Complete Remaining Certifications
Mandatory certifications equip 911 dispatchers in New York to handle specific emergencies. As such, the must obtain several certifications within the first three months of employment including:
- Emergency Medical Dispatcher Certification: Shows you’ve undertaken the requisite educational training for dispatchers to understand medical terminology and concepts. This training helps you understand the needs of each individual caller.
- Emergency Fire Dispatcher Certification: Proves an understanding of firefighting suitable for dispatchers to better understand a caller’s needs.
- CPR Certification: Required training from the American Red Cross to train 911 operators how to provide life-saving instructions over the phone.
Step 5: Familiarize Yourself with Emergency Communication Protocols
Dispatchers need to understand the emergency communication protocols that guide the flow of information in high-pressure situations. Learning them ensures that your responses are accurate, timely, and effective. Key protocols you’ll need to master include:
- Standard Operating Procedures (SOPs): Detailed guidelines that dictate how calls are processed and managed, ensuring consistency in handling emergencies.
- Radio Communication Techniques: The correct use of radio codes, signals, and communication methods to relay information clearly and efficiently to police, fire, and medical responders.
- Priority Dispatching: Techniques for prioritizing calls based on the severity of incidents, ensuring that resources are deployed where they are needed most urgently.
- Emergency Medical Protocols: Procedures for providing life-saving instructions over the phone, such as CPR guidance, choking assistance, and other critical first aid measures.
Step 6: Explore the Hiring Process
To be hired as a New York Police Communications Technician, candidates must meet the following requirements:
Pass the Civil Service Exam
You must successfully pass the Civil Service Examination for the Police Communications Technician position. Visit nyc.gov/OASYS to sign up for the exam during the designated filing period and self-schedule your test date.
Take Medical and Psychological Assessments
Candidates must undergo medical and psychological evaluations to ensure they can perform the essential duties of the role. These assessments may be required periodically throughout your career to ensure ongoing fitness for duty. Reasonable accommodations will be provided for individuals with disabilities, as needed, to complete these assessments or perform job functions.
Additionally, candidates must pass a drug screening and complete a thorough background check as part of the hiring process. These steps are essential to verify each candidate’s fitness for the role and maintain the high standards required of 911 dispatchers.
Step 7: Understand Post-Hire Training Requirements
Once hired as a 911 dispatcher in New York City, you will undergo extensive, hands-on training and performance evaluations performed by experienced dispatchers.
Key Training Components
- Classroom Instruction: Initial training sessions cover the basics, such as operating communication equipment and understanding protocols. This phase introduces the theoretical knowledge necessary for effective dispatching.
- On-the-Job Training: New dispatchers work alongside seasoned professionals, gaining practical insights and learning to handle live emergencies under supervision. This phase builds confidence and enhances decision-making skills in real-time situations.
- Emergency Response Training: In-depth drills and simulated scenarios prepare dispatchers to respond to a wide range of emergencies, focusing on accuracy, speed, and effective communication.
Ongoing Performance Evaluations
- Regular Assessments: Dispatchers receive periodic evaluations to monitor their call handling, response times, and adherence to established protocols.
- Feedback Sessions: One-on-one meetings with supervisors provide opportunities for performance feedback, addressing areas of strength and improvement.
- Continued Education: Dispatchers are encouraged to engage in ongoing training and professional development to keep their skills current and stay updated on the latest emergency response techniques.
Step 8: Examine Salary Expectations
New York is a high-cost living area, so it’s important for 911 dispatchers to consider salary expectations carefully.
Average Pay and Salary
As of September 15, 2024, 911 dispatchers in New York earn an average hourly wage of $28.30, with most salaries ranging from $21.30 (25th percentile) to $32.07 (75th percentile). The highest hourly rates can reach up to $44.45. Starting annual salaries for dispatchers typically range from $42,976 to $49,422, with potential earnings increasing to between $48,692 and $58,189 after three or more years of service.
Job Outlook
According to the US Bureau of Labor Statistics, employment of public safety telecommunicators, including 911 dispatchers, is projected to grow 4 percent from 2023 to 2033, which is about as fast as the average for all occupations. On average, there are expected to be about 11,500 job openings each year over the decade.
Many of these openings will result from the need to replace workers who transfer to different occupations or leave the workforce, such as retiring. This steady demand highlights the ongoing need for skilled dispatchers in the public safety field.
How Much Do 911 Dispatchers Make in Rochester, NY?
Examining Rochester-specific data helps prospective dispatchers understand local salary expectations compared to state and national averages, thereby providing a realistic view of potential earnings in the Rochester area. The average hourly rate for a 911 dispatcher in Rochester, NY, is $24.49, about $2 above the national average. The pay scale ranges from $15.18 to $40.08 per hour, highlighting the impact of training and experience on earnings.
Step 9: Investigate Career Advancement Opportunities
Pursuing career advancement as a 911 dispatcher is highly attractive, as it can enhance your skills, increase your earning potential, and help you stand out among other applicants.
Promotion Pathways
Advancement opportunities may include moving into supervisory roles, training positions, or specialized dispatcher roles such as police, fire, or EMS dispatching.
Specialization Areas
Specializing in specific areas, such as disaster response coordination or public safety leadership, can further your career and allow you to take on more responsibilities within your department.
Additional Education
Although it is not required that you complete a two- or four-year program, it is quite common for 911 dispatchers to complete a public safety or communications course. These fields of study can provide you with a much-needed background in at least one of the following in relevant fields:
- Public safety leadership
- Interpersonal communications
- Psychology
- Strategic communication skills
- Planning and execution of disaster response
You may also want to have a degree in at least one of these:
- Emergency management
- Psychology
- Computer science
- Criminal justice
- Homeland security
Step 10: Search Online for 911 Dispatcher Jobs Near Me
If you think you’re ready to take the plunge into a 911 dispatcher job, you can start with an online search. For more detailed information on job availability and specific postings, you can check job boards like Indeed and Adzuna. Alternatively, you can apply directly to the NYPD by visiting their website.
Equip Your 911 Call Center with the Right Technical Furniture
Equipping 911 call centers with the right technical furniture is vital for dispatcher performance in high-stress environments. While management handles procurement, your input is crucial, as you are the one using the furniture daily.
Your feedback can significantly influence the selection of ergonomic and functional furniture, impacting your productivity and comfort. By advocating for ergonomic workstations, adjustable desks, and efficient layouts, dispatchers can help create a safer and more effective workspace, ultimately contributing to better emergency response outcomes.
Ready to Upgrade Your Workspace?
Saraval Industries specializes in providing advanced furniture solutions tailored specifically for public safety and emergency operations. We offer a range of furniture options, from cutting-edge technology to ergonomic, gently used workstations that cater to the unique demands of 911 dispatchers.
Are you ready to upgrade your workspace or purchase 911 dispatcher furniture?
Contact us today to find out more about how we can meet all your needs! Best of luck in your job search!
FAQs: How to Become a 911 Operator in NY
Is being a 911 operator easy?
No, the job is not easy. The job is hectic, fast-paced, and intense, requiring effective multitasking, which can be a challenge to many people. For example, 911 operators are called upon to simultaneously manage communication tools such as phones, radios, and computer systems. The good news is that the job is quite rewarding and has many benefits.
What is the work environment like at a 911 dispatch work place?
The work environment at a 911 dispatch center is fast-paced and sometimes stressful. It requires unique skill sets and abilities to meet the demanding requirements of a 911 dispatcher. The work environment can be emotionally taxing due to the nature of the calls received. These calls can range from really nothing at all to minor incidents and life-threatening emergencies.
How do 911 dispatchers effectively communicate with callers during emergencies?
For better effectiveness, 911 dispatchers use a structured approach to communicate with people that call in. They follow a series of questions and prompts to quickly understand the situation and provide necessary instructions.
Key communication strategies include:
- Using a calm and reassuring tone to help the caller stay composed.
- Asking clear, concise questions that help gather essential information quickly.
- Guiding callers through emergency procedures, such as CPR, until help gets there.
- Using multiple communication tools like radio, phone and computer-based alerts to coordinate the appropriate levels of resources and assistance with first responders.
What are the most common challenges faced by dispatchers?
Common challenges they face include a high-stress environment, technological limitations of outdated systems and staffing issues. The nature of the calls and swift, effective actions dispatchers take to coordinate the right response can cause a significant emotional impact.