Public Safety Dispatcher
Job Study
Both the states of California and Oregon have studied
the tasks that public safety dispatchers perform, and the related skills
required to successfully perform the job. Both studies were based on initial
surveys completed by dispatchers in the respective states, and then meetings
and observations by researchers. The work resulted in a list of tasks ranked
by frequency of operation and importance.
The California study resulted in a list of 685 dispatcher tasks, and
the Oregon study found 620 different tasks.
They are useful to candidates, trainers and dispatchers in general who wish
to improve their performance when they are applying, training new dispatchers
or trying to improve their performance.
What's Important
The Oregon study gathered tasks and then ranked their frequency, importance
and a combined frequency/importance score. Their work revealed:
- Certain aspects of the work environment may be more important than
knowing how to perform the tasks associated with the job, including organizational
culture, level and type of supervision and working conditions.
- The job requires considerable change in lifestyle due to the nature
of the work and the variable work schedule.
- The nature and type of supervision while in training is very important.
- The job is extremely stressful, due to the requirement for accuracy,
the nature of the information being handled and the liability for errors.
- Job competence is based very much on being "polyphasic,"
that is, the ability to do several things at once without getting confused.
Task Analysis - Frequency of Task
From the survey responses, the Oregon study ranked each of the 620 tasks
according to their frequency of use:
- use the telephone
- operate a radio console and controls
- maintain proper voice control (tone, volume, etc.)
- find out who, what, when, where and why as soon as possible
- use a computer terminal and keyboard
- dispatch by radio transmission
- determine dispatching priority
- determine appropriate personnel and resources to dispatch to incidents.
- listen and paraphrase effectively
- type accurately and rapidly
- receive telephone complaints and requests for emergency help from the
public
- determine appropriate agency for complaints and requests
- use a computer printer
- classify complaint/incident by type (medical, fire, police, etc.)
- monitor and respond to radio transmissions from law enforcement field
units
- summarize incident for dispatching purposes
- obtain full complaint-dispatching information for crimes, traffic incidents
and other requests for law enforcement services
- provide requested information to law enforcement field units
- query database for information regarding wants and warrants
- use state law enforcement data system
- query database for driver's license information
- obtain initial complaint-screening information from victims, witnesses
or personnel from other agencies
- receive requests from law enforcement field units
- obtain information from video display terminal while monitoring radio
- refer or transfer caller to appropriate department or agency
At the other end of the list were some non-frequent tasks:
- prepare prisoners for court appearances
- photograph property and/or evidence
- administer first aid to prisoners
- deposit bail money
- issue parking permits and stickers
Task Analysis - Importance of Task
The survey asked respondents to rank the importance of each of the 620
tasks. Here are the top 25 responses:
- handle a complaint or incident involving officer needing help -- emergency
- find out;who, what, when and why as soon as possible
- receive telephone complaints and requests for emergency help from the
public
- obtain full complaint-dispatching information for medical emergencies
- dispatch by radio transmission
- handle an incident involving officer down
- obtain full complaint-dispatching information for safety hazards (chemical
spill, power line down, flooded street)
- monitor and respond to radio transmissions from law enforcement field
units
- determine dispatching priority
- communicate in the field with law enforcement personnel
- operate a radio console and controls
- contract law enforcement field units by radio to check on status
- receive, prioritize and handle multiple phone calls for assistance
- handle a complaint or incident involving person with gun
- use telephone
- handle a complaint or incident involving suicide or attempted suicide
- determine appropriate personnel and resources to dispatch to incidents
- handle a complaint or incident involving mass casualty incident
- handle a complaint or incident involving a rescue of trapped or pinned
person
- handle a complaint or incident involving ambulance needed
- obtain full complaint-dispatching information for fire emergencies
- communicate with suicidal citizen
- communicate in the field with fire department personnel
- dispatch patrol officer(s) to calls for service
- handle a complaint or incident involving medical emergency -- law enforcement
assistance needed
At the bottom of the importance list of important tasks was:
- supervise trustees
- deposit bail money
- perform Breathalyzer tests
- process fingerprint evidence
- issue parking permits and stickers
Task Analysis - Combine Frequency/Importance of Task
When the frequency and tasks score were combined, the researchers had
a score that show both the frequency and importance of each task. Here are
the top 25 tasks:
- find out who, what, when, where and why as soon as possible
- receive telephone complaints and requests for emergency help from the
public
- dispatch by radio transmission
- determine dispatching priority
- operate a radio console and controls
- use telephone
- monitor and respond to radio transmissions from law enforcement field
units
- determine appropriate personnel and resources to dispatch to incidents
- contact law enforcement field units by radio to check on status
- obtain full complaint-dispatching information for crimes, traffic incidents
and other requests for law enforcement service
- use state law enforcement data system
- obtain information from video display terminal while monitoring radio
- listen and paraphrase effectively
- query database for information regarding wants and warrants
- dispatch patrol officers(s) to calls for service
- maintain proper voice control (tone, volume, etc.)
- receive, prioritize and handle multiple phone calls for assistance
- start processing a new incident while another is pending and another
is being referred or processed
- obtain initial complaint-screening information from victims, witnesses
or personnel from other agencies
- use a computer terminal and keyboard
- summarize incident for dispatching purposes
- query database for vehicle license, registration and stolen vehicle
information
- obtain information from video display terminal
- advise field units of updated information regarding an incident
- classify complaint/incident information by type (medical, fire, police,
etc.)
At the bottom of the combined frequency/importance chart were:
- prepare prisoners for court appearances
- perform Breathalyzer tests
- process fingerprint evidence
- deposit bail money
- issue parking permits and stickers
Full Oregon task list
California tasks study
