Resources for Public Safety Dispatcher Applicants

If you're convinced that you want to pursue a public safety dispatching career, exactly how do you proceed?

We received a constant stream of questions asking just that question, so we've collected some answers, resources, training providers and other information to get you started. Be sure to check the other pages on the DISPATCH Monthly Web site, including our Career Track.

There is no unanimous opinion on what skills and talents make an excellent public safety dispatcher. Thousands of hours of observation, testing and analysis have been performed, but it's still difficult to identify what makes the perfect dispatcher. Overall, there are two opinions--you only need to find persons who are smart, adaptable and quick-witted, and you can train them to be a good dispatcher or you seek persons who already have the necessary training, related experience and skills. Each is successful in its own way. In the former case, you don't test for specific dispatching skills, but merely the skills that might lead to success. In the second case, you hire persons who have a demonstrated talent for the required skills.

Both Oregon and California have studied the most common public safety dispatcher tasks to determine the most important skills. From these, they determined that a successful dispatcher must have certain memory skills (very short, short and long-term), the ability to multi-task (manual manipulation, listening, talking, reading at the same time), excellent verbal communication skills (transfer information efficiently, accurately and quickly), and the ability to actively listen and read (quickly digest and understand information). Many states have devised standardized tests to measure these specific skills. There are also software-based testing of applicant skills and simulators (Perfex--no Web site) that allow standardized scoring of candidates.

Conclusion: You may not need any specific education, experience or skills to excel as a dispatcher. You may only need your inherent ability to absorb information quickly, multi-task, recall information and to communicate effectively. On the other hand....

Education always helps. This includes a high-school diploma (most agencies require a diploma or equivalent), junior college or college, or job-specific training courses. Many agencies look favorably on persons who have already taken and passed their state's mandatory public safety dispatcher training course, as it shows motivation and quite possibly saves them the time and money of sending the applicant to through the course once they've been hired.

Unfortunately, there are virtually no college-level courses dedicated to public safety dispatching, and the lower-level courses are usually the basic, mandatory courses required by the state. Renton (Wash.) Technical College teach a 630-hour college-level course, and plan an Associate of Applied Science Degree in Emergency Communications, while Kwantlen University College in Vancouver (Canada) offers an 800-hour program either on-line, or using a laboratory equipped with CAD, telephone systems and other gear. Moraine Park Technical College (Fond du Lac, Wisc.) offers a nine-month program with several available courses, and as summer 2001 will also offer on-line courses. There are also private companies that teach basic and advanced dispatching:

The Association of Public-Safety Communications Officials (APCO), whose Institute holds various levels of classes across the U.S., and which just debuted an on-line Virtual College to teach basic and advanced subjects in public safety dispatching towards a certificate or degree.

PowerPhone, conducts basic and specialized dispatcher training courses at agencies around the U.S.

Medical Priority Consultants, conducts classes in the speciality of emergency medical dispatching.

PSCS, Ltd., classes in basic dispatching, for trainers, motivation, time management and supervision

International Municipal Signal Association, gives classes in basic dispatching and specialty classes in fire alarm topics

National Communications Institute, holds classes in basic and specialty topics, (706) 216-0003 fax

The National Emergency Number Association (NENA) also has an INFORMATIONline training program.

CareerTrack offers on-line, tape and live seminars that are applicable to public safety dispatching, including conflict resolution, supervision, handling people with tact and skill, telephone skills, stress management, customer service, team building, time management and more.

Check your typing speed (many comm centers use CAD) at this Web site.

Lastly, there are career guidebooks available for public safety dispatchers. Check our own Bookstore for career guides, the Career Publishing Web site, or the Public Safety Publications site (search on "job"). The California Highway Patrol (CHP) also has written a test guide to help candidates prepare to take the standardized state, entry-level dispatcher test. [or download the 4-page guide in Acrobat, pdf format 72k]

Conclusion: Taking any state-required course would be low-pain method of gaining exposure and demonstrating motivation. If you can take a state-required course and obtain a certificate, you'll be that much more attractive to employers.

Experience doesn't hurt either. A job in a related field, or in one that shows that you dealt with the public or in fast-moving situations would help establish a track-record of performance. However, it's best not to twist your last job to satisfy the requirements of the dispatching job--if your experience didn't have stressful situations, and you weren't required to handle irate persons, don't say that it did.

On a related note, it doesn't hurt to contact the manager of your local comm center and ask for a sit-along. This is not only an excellent way to gain exposure to the job for your own purposes (is this really what you want to do?), but a way of comm center employees gaining exposure to you. A good manager will ask the question, "What did you think of Carol/Jim the other night?" If you can make a favorable impression on the dispatchers who already work there, you may have a head start.

Conclusion: It would be nice to have 10 years experience in a related job to show, but most applicants simply can't generate that type of history. Best to do some sit-alongs at area agencies and continue from there.

Like any other job, the application process is critical! There is nothing so disqualifying than a poorly-completed or incomplete application. There is nothing more unimpressive than an unprofessional appearance, or being inattentive or unresponsive at a personal job interview. And there is also nothing so bad as someone who is not familiar at all with the job tasks or profession.

Your application paperwork should be completed in a neat handwriting (typing is OK, too), and should be checked for accuracy (all of it will eventually be verified if you're chosen as one of the finalists) and spelling. Be honest in completing all of the application questions. Unlike many other jobs, any lack of honesty on the application is almost always disqualifying--if you lie on the application, what will you do if you're hired? You'll always have an opportunity to provide an explanation for that arrest, bankruptcy, divorce or other entry later in the screening process. Make sure your job time-line is complete (don't leave out jobs because you were fired) and accurate (no gaps or overlaps), and verify any reference names and telephones numbers so they're correct and current.

You should dress conservatively and professionally for an interview. Consider that the persons who interview you may be required to wear uniform, and to maintain their appearance with periodic inspections. If you look anything less than "spiffy," it can't help but reflect on your other attributes. Conservative business attire is acceptable, although you don't have to wear a suit--man or woman. On the other hand, you should not appear in denim, shorts, T-shirt or other casual attire.

Don't wear strong perfume or cologne, dress business-like and arrive early. See if you can find out who will be conducting the interview, and jot down their name so you can use it during your greeting. And, in a sign of the times, turn off your pager, wireless phone or anything else that might go "beep" during the interview!

Know the job! You'll benefit greatly by doing a sit-along at a comm center--you'll see the tasks, have a concept of the workplace and equipment. You don't have to know what buttons to push during the interview, but you must not be totally in the dark about the job either. This pre-knowledge also extends to the agency (police, fire or EMS agency), the city or town, the metropolitan area, state, etc. The more you know about the geography, population demographics, businesses and other points of interest, the more you will appear interested and motivated about the job. It also won't hurt to know the police or fire chief's name!

Think ahead. Anticipate the questions that you might be asked, and come up with some questions of your own, in case they ask, "Do you have any questions of us?"--you should! Check our page on interviews for some idea of the questions that might come up.

Be on-time for the interview! Again, the profession demands its employees reliably appear for work, and on time--there is always an off-going shift to replace. If you are late for the interview, it will simply reflect that you may not be able to meet the basic demands of the job if you're hired. If you're somehow delayed or cannot make the interview appointment, call the contact person to explain and reschedule.

At the interview, greet the interviewers by looking at them in the eye, present a firm handshake and give an audible, friendly "Glad to meet you" or other appropriate greeting. No gum chewing! During the interview, sit up (good posture!), look the interviewers in the eye, be alert and responsive to their questions. In most cases, the answer is never as important as your thoughtfulness and native intelligence. They won't expect you to know the answers to specific law enforcement or firefighting questions. They will ask you questions to demonstrate that you can think on your feet, examine alternatives and back up your decisions with reasoned judgments.

Conclusion: Despite all your experience and talents, how you present yourself in person and on the application will say much to those who decide whether or not to hire you. Make sure every exposure you have to the agency and its employees is planned, deliberate and positive.

P.S.--You can also prepare by purchasing our Job Application Guide, a 60-page guide to preparing and applying for a public safety dispatcher's position. Check our Bookstore for the title. We give you this sneak peak into the Guide of what California's standardized test looks like!