Originally Published at Evansonline.com

Written by Jan Lopez

Dispatchers are an integral part of the 9-1-1 system – they are who the public turns to during some of their most distressing times. Dispatchers are the bridge between the public and emergency services; while they often fly under the radar, it is the dispatcher community who deal some of the toughest phone calls and situations. There is a lot resting on the shoulders of dispatchers. They are the unsung hero of the day.

So what makes a great dispatcher?

Compassion – A compassionate dispatcher helps to address the needs of each caller’s unique situation. Being able to deal with various types of situations willingly and compassionately requires a special type of person, and that’s what makes dispatchers so different.

Emotional self-control

Emotional self-control is one of the toughest parts of the job. Remaining professional is imperative to making sound life-altering decisions. Dispatchers must remain calm to ensure the caller stays calm and trusts their guidance. With this skill, dispatchers can explain lifesaving procedures such as CPR, or instructions for childbirth through the phone with clarity.

Willingness to learn

In an industry that is constantly evolving, dispatchers must stay on top of training, courses, and technology. Whether it is the type of situations they encounter, or new technology, proper training can have a profound impact on the outcome.

Knowing what to prioritize

In a bustling non-stop environment, knowing what to prioritize can be a challenge and having these skills is a must… A unique combination of instinct and organization can help dispatchers with their jobs immensely.

The ability to multitask

With an influx of calls during peak hours, holidays, etc., a great dispatcher must know how to multitask between receiving a call, locating and dispatching the nearest emergency services. Knowing how to multitask is an essential skill that allows dispatchers to do their job effectively.

9-1-1 dispatchers work in highly demanding environments, and constantly have to be on high alert. But the work they do is invaluable! Dispatchers make a difference within their community and have a significant impact on those they help.

Hardly ever recognized for the amazing work they do, they are the secret heroes of everyday life.

Dispatchers are the secret key to public safety that we owe so much to. The unsung heroes, that don’t wear capes.