Top 12 911 Dispatcher Skills to Put on Your Resume

In the high-stakes world of emergency response, 911 dispatchers stand as critical first points of contact, where their unique skill set can mean the difference between life and death. Having a well-crafted resume that highlights the top skills necessary for this demanding role not only sets you apart from other candidates but demonstrates your readiness to handle emergencies with professionalism and poise.

911 Dispatcher Skills

1. CAD (Computer-Aided Dispatch)
2. EMD Certification (Emergency Medical Dispatch)
3. Multi-line Telephony
4. NCIC (National Crime Information Center)
5. TTY/TDD (Telecommunications Device for the Deaf)
6. Crisis Intervention
7. Bilingual Proficiency
8. Geographic Information Systems (GIS)
9. Radio Communications
10. Incident Command System (ICS)
11. Stress Management
12. Data Entry Speed

1. CAD (Computer-Aided Dispatch)

CAD (Computer-Aided Dispatch) is a software system used by 911 dispatchers to efficiently manage and log emergency calls, dispatch resources, and track the location and status of emergency responders in real-time.

Why It's Important

CAD (Computer-Aided Dispatch) is crucial for 911 dispatchers as it enhances response efficiency by quickly processing and disseminating emergency call information, enabling prompt dispatch of appropriate services, and ensuring accurate tracking and coordination of emergency response units.

How to Improve CAD (Computer-Aided Dispatch) Skills

Improving Computer-Aided Dispatch (CAD) systems for 911 dispatchers involves several key strategies aimed at enhancing efficiency, accuracy, and responsiveness. Here are concise recommendations:

1. Upgrade to the Latest Technology: Ensure your CAD system is running on the latest technology to benefit from improved speed and new features. Intergraph and Motorola Solutions offer advanced CAD solutions.

2. Implement Mobile CAD Solutions: Equip field personnel with mobile CAD apps to improve real-time information sharing and situational awareness. Check out solutions from RapidDeploy.

3. Enhance Location Accuracy: Integrate advanced location technologies like what3words to pinpoint caller locations more precisely.

4. Automate Data Entry: Utilize speech recognition and natural language processing technologies to reduce manual data entry. Nuance Communications provides relevant technologies.

5. Regular Training and Feedback: Conduct regular training sessions for dispatchers on new features and best practices. Implement a feedback loop for continuous improvement.

6. Integrate with Other Systems: Ensure your CAD system is integrated with other public safety systems for seamless information flow. This includes records management systems (RMS) and automatic vehicle location (AVL) systems.

7. Cybersecurity Measures: Regularly update cybersecurity measures to protect sensitive data. The Cybersecurity and Infrastructure Security Agency (CISA) offers guidelines and resources.

By focusing on these areas, 911 dispatch centers can significantly improve their CAD systems, leading to faster and more effective emergency response times.

How to Display CAD (Computer-Aided Dispatch) Skills on Your Resume

2. EMD Certification (Emergency Medical Dispatch)

EMD Certification (Emergency Medical Dispatch) is a specialized qualification for 911 dispatchers, equipping them with the skills and protocols to provide immediate, life-saving medical instructions over the phone before emergency responders arrive on the scene.

Why It's Important

EMD Certification is crucial for a 911 Dispatcher because it equips them with the knowledge and skills needed to effectively assess emergency situations, provide immediate life-saving instructions before responders arrive, and ensure the appropriate response resources are dispatched, thereby enhancing the safety and survival of callers in distress.

How to Improve EMD Certification (Emergency Medical Dispatch) Skills

Improving your Emergency Medical Dispatch (EMD) Certification involves a combination of continuing education, practice, and staying updated on the latest protocols. Here are concise steps to enhance your EMD skills:

1. Continuing Education: Enroll in advanced courses or workshops. The International Academies of Emergency Dispatch (IAED) offers various courses and resources for continuous learning.

2. Simulation Training: Engage in simulation training programs to enhance your decision-making and call-handling skills under pressure. Platforms like Priority Dispatch provide simulation software.

3. Stay Updated: Regularly review the latest protocols and guidelines from authoritative sources such as the American Heart Association for CPR and emergency cardiovascular care updates.

4. Peer Review and Feedback: Participate in peer review sessions within your dispatch center to learn from real-life cases and receive constructive feedback.

5. Networking and Conferences: Attend industry conferences and workshops to network with peers and learn from their experiences. The National Emergency Number Association (NENA) is a great resource for events and networking opportunities.

By engaging in continuous education, staying updated with the latest protocols, and actively seeking feedback and real-world practice, you can significantly improve your EMD Certification and effectiveness as a 911 dispatcher.

How to Display EMD Certification (Emergency Medical Dispatch) Skills on Your Resume

3. Multi-line Telephony

Multi-line Telephony, in the context of a 911 Dispatcher, refers to a telecommunication system that allows dispatchers to manage multiple incoming and outgoing calls simultaneously, ensuring efficient and rapid response to emergency situations.

Why It's Important

Multi-line telephony is crucial for 911 dispatchers as it enables them to handle multiple emergency calls simultaneously, ensuring prompt response and coordination for life-saving services.

How to Improve Multi-line Telephony Skills

Improving multi-line telephony for a 911 dispatcher involves enhancing both the technology and the dispatcher's ability to manage multiple calls efficiently. Here are concise strategies:

1. Implement Advanced Telephony Systems: Utilize Next Generation 911 (NG911) systems that support digital information like text, images, and video, improving response capability.

2. Training and Simulation: Provide comprehensive training for dispatchers on multitasking and managing high-stress situations, using simulation-based exercises.

3. Call Prioritization Software: Employ software that automatically prioritizes incoming calls based on urgency, ensuring critical calls are answered first. Information on technologies like these can often be found through vendors or specialized industry reports.

4. Enhanced Caller Location Technology: Use advanced geolocation technologies to quickly identify a caller's location, speeding up response times. The Federal Communications Commission (FCC) provides guidelines and regulations that support the use of such technologies.

5. Stress Management Programs: Implement stress management and mental health programs to help dispatchers cope with the high-pressure environment, maintaining their focus and decision-making capabilities.

6. Regular System Updates and Maintenance: Ensure the telephony system is regularly updated and maintained to prevent downtime or technical issues.

7. Public Education: Engage in public education campaigns to inform the community about when and how to use 911 services properly, reducing non-emergency calls. Resources and guidelines for such campaigns can be found through organizations like the National Emergency Number Association (NENA).

By focusing on these areas, a 911 dispatch center can significantly improve its multi-line telephony capabilities, leading to faster and more effective emergency responses.

How to Display Multi-line Telephony Skills on Your Resume

4. NCIC (National Crime Information Center)

The National Crime Information Center (NCIC) is a centralized database maintained by the FBI that provides crime-related information, such as criminal records, missing persons, and stolen property, accessible to law enforcement agencies, including 911 dispatchers, to support their duties in responding to and investigating incidents.

Why It's Important

The NCIC is crucial for 911 dispatchers as it provides immediate access to critical national crime data, enhancing response effectiveness and ensuring officer and public safety by verifying identities, warrants, stolen property, and missing persons.

How to Improve NCIC (National Crime Information Center) Skills

Improving the National Crime Information Center (NCIC) for a 911 dispatcher involves enhancing accuracy, speed, and usability. Here’s a concise guide:

1. Training and Certification: Ensure continuous, up-to-date NCIC training for dispatchers to improve proficiency and reduce errors. FBI Training.

2. System Integration: Integrate NCIC queries into Computer-Aided Dispatch (CAD) systems for quicker access and response. Integrated Justice Information Systems (IJIS) Institute.

3. Data Quality: Implement regular audits and feedback mechanisms to maintain and improve the accuracy of NCIC records. CJIS Division.

4. Technology Upgrade: Advocate for system upgrades to enhance the interface and search functions, making them more user-friendly and efficient. National Criminal Justice Reference Service (NCJRS).

5. Collaboration and Feedback: Establish a direct feedback loop between dispatchers and NCIC management to report issues and suggest improvements. APCO International.

By focusing on these key areas, 911 dispatchers can contribute significantly to the enhancement of the NCIC, leading to better service and safer communities.

How to Display NCIC (National Crime Information Center) Skills on Your Resume

5. TTY/TDD (Telecommunications Device for the Deaf)

TTY/TDD (Telecommunications Device for the Deaf) is a device that allows individuals who are deaf, hard of hearing, or have a speech impairment to communicate over the telephone via text, enabling them to send and receive messages with 911 dispatchers for emergency assistance.

Why It's Important

TTY/TDD is crucial for a 911 Dispatcher because it enables direct, accessible communication with deaf, hard of hearing, or speech-impaired individuals during emergencies, ensuring they receive prompt and effective assistance.

How to Improve TTY/TDD (Telecommunications Device for the Deaf) Skills

To improve TTY/TDD (Telecommunications Device for the Deaf) for a 911 Dispatcher, consider the following steps:

1. Ensure Compatibility: Regularly test and ensure that your 911 system is fully compatible with TTY/TDD devices. FCC Guidelines.

2. Training: Provide ongoing training for dispatchers on TTY/TDD protocols, including recognizing a TTY call and using the device correctly. NENA Education.

3. Quick Response Codes: Implement pre-programmed quick response codes for common emergency situations to expedite assistance.

4. Regular Testing: Schedule regular test calls from TTY/TDD devices to ensure the system and staff can handle them efficiently. APCO International.

5. Public Awareness: Increase public awareness among the deaf and hard of hearing community about how to effectively use TTY/TDD services for emergency calls.

6. Feedback Loop: Establish a feedback loop with the deaf and hard of hearing community to continuously improve TTY/TDD services based on user experience.

By focusing on compatibility, training, efficiency, testing, community engagement, and feedback, you can significantly enhance TTY/TDD services for better emergency response.

How to Display TTY/TDD (Telecommunications Device for the Deaf) Skills on Your Resume

6. Crisis Intervention

Crisis Intervention, in the context of a 911 Dispatcher, involves quickly assessing an emergency situation over the phone, providing immediate support and guidance, and dispatching the appropriate emergency services to ensure the safety and well-being of individuals in distress.

Why It's Important

Crisis intervention is crucial for a 911 dispatcher as it enables them to effectively manage and de-escalate emergency situations, providing immediate support and guidance to callers in distress, ensuring their safety and facilitating the appropriate emergency response.

How to Improve Crisis Intervention Skills

Improving crisis intervention for a 911 dispatcher involves enhancing communication skills, expanding knowledge on mental health, and integrating technology effectively. Here's a concise guide:

1. Enhance Communication Skills: Strengthening empathetic listening and clear, calm communication can make a significant difference. Training in active listening and crisis negotiation techniques is crucial (Crisis Prevention Institute).

2. Expand Mental Health Knowledge: Understanding the basics of common mental health issues can improve the dispatcher's ability to recognize and appropriately respond to callers in crisis. Online courses or resources from organizations like the National Alliance on Mental Illness (NAMI) can be valuable.

3. Integrate Technology: Utilizing advanced dispatch software that includes AI-driven tools for identifying and flagging crisis calls can help prioritize and respond more effectively. Also, consider systems that allow for text-to-911 services for situations where a voice call is not safe or possible (Next Generation 911 (NG911)).

4. Regular Training and Drills: Ongoing scenario-based training and drills can prepare dispatchers for a wide range of crisis situations, ensuring they remain calm and collected under pressure. Collaboration with local emergency services for joint exercises can be beneficial (APCO International).

5. Support for Dispatchers: Providing mental health and stress management resources for dispatchers is essential to maintain their well-being and prevent burnout, ensuring they're ready to support callers effectively (Supporting Heroes in Mental Health Foundational Training (SHIFT)).

Implementing these strategies can significantly improve crisis intervention outcomes, benefiting both dispatchers and those in need of urgent help.

How to Display Crisis Intervention Skills on Your Resume

7. Bilingual Proficiency

Bilingual proficiency for a 911 dispatcher refers to the ability to understand and communicate effectively in two languages, typically English and another language relevant to the community served, ensuring accurate and efficient emergency response for speakers of both languages.

Why It's Important

Bilingual proficiency is crucial for a 911 dispatcher to effectively communicate with callers from diverse linguistic backgrounds, ensuring accurate and timely emergency response without language barriers.

How to Improve Bilingual Proficiency Skills

Improving bilingual proficiency, especially for critical roles like a 911 dispatcher, involves focused practice and immersive experiences. Here’s a concise guide:

1. Daily Practice: Dedicate time each day to practice both languages. Use apps like Duolingo for structured lessons.

2. Immersion: Engage with media (TV shows, movies, podcasts) in your target language. Netflix and Spotify are great resources for finding content.

3. Language Exchange: Partner with a native speaker who wants to learn your language. Platforms like Tandem facilitate language exchange.

4. Professional Courses: Consider taking formal courses focused on bilingualism in emergency services. Berlitz offers language learning for professionals.

5. Practice Under Pressure: Simulate high-stress scenarios in both languages to improve your ability to think and communicate clearly during emergencies.

By consistently incorporating these strategies, you can significantly enhance your bilingual proficiency, making you more effective in your role as a 911 dispatcher.

How to Display Bilingual Proficiency Skills on Your Resume

8. Geographic Information Systems (GIS)

Geographic Information Systems (GIS) for a 911 dispatcher is a technology used to capture, store, manipulate, analyze, manage, and present spatial or geographical data to efficiently address emergency calls by identifying precise locations, the closest response units, and the best routes for quick dispatch and intervention.

Why It's Important

GIS is crucial for 911 Dispatchers as it provides accurate and real-time geographic data, enabling quick location identification, efficient dispatch of emergency services, and effective response coordination, ultimately saving lives and ensuring public safety.

How to Improve Geographic Information Systems (GIS) Skills

Improving Geographic Information Systems (GIS) for a 911 Dispatcher involves enhancing data accuracy, real-time updating, and integration capabilities. Here’s a concise guide:

1. Enhance Data Accuracy: Ensure all geographic and infrastructural data are up-to-date and precise. This includes roads, buildings, and critical infrastructure. Utilize high-resolution satellite imagery and community feedback for continual updates. National States Geographic Information Council provides guidelines and resources.

2. Implement Real-Time Data Updates: Integrate systems with real-time data feeds, such as traffic conditions and weather updates, to assist dispatchers in making informed decisions quickly. ESRI’s Real-Time GIS offers solutions for real-time data integration.

3. Improve Interoperability: Ensure the GIS can effectively communicate with other systems used by emergency services, such as CAD (Computer Aided Dispatch) and RMS (Records Management Systems). This streamlines data sharing and response coordination. The National Emergency Number Association (NENA) offers standards and best practices for system integration.

4. User-Friendly Interface: Optimize the GIS interface for ease of use under pressure, ensuring that dispatchers can quickly access and interpret data during emergencies. Tools like QGIS allow for customization to meet specific needs.

5. Training and Feedback: Continuously train dispatchers on the latest GIS technologies and updates. Establish a feedback loop where dispatchers can report inaccuracies or suggest improvements to the system. URISA’s GISCorps provides volunteer GIS support and training resources.

By focusing on these areas, GIS in a 911 dispatch context can be significantly improved, leading to faster and more efficient emergency response.

How to Display Geographic Information Systems (GIS) Skills on Your Resume

9. Radio Communications

Radio communications in the context of a 911 dispatcher refers to the use of radio frequencies to transmit and receive voice and data information between dispatchers and emergency response units (such as police, fire, and ambulance services) to facilitate rapid response to emergencies.

Why It's Important

Radio communications are crucial for a 911 dispatcher as they enable immediate, reliable, and direct coordination between emergency responders and dispatch, ensuring swift response to emergencies, enhancing public safety, and saving lives.

How to Improve Radio Communications Skills

Improving radio communications, especially for a 911 dispatcher, involves enhancing clarity, reliability, and responsiveness. Here's a concise guide:

1. Ensure Clear Audio: Utilize noise-canceling headsets and microphones to minimize background noise. FCC Guide

2. Implement Regular Training: Conduct frequent training sessions on communication protocols and clear speech. APCO International

3. Upgrade Technology: Invest in the latest radio and dispatch systems that offer improved signal strength and clarity. National Emergency Number Association (NENA)

4. Optimize Antenna Systems: Regularly check and maintain antenna systems to ensure maximum coverage. ARRL

5. Use Digital Radio Systems: Shift from analog to digital systems for enhanced voice clarity and data capabilities. Digital Mobile Radio Association

6. Implement Redundancy: Have backup communication systems in place to ensure reliability during system failures. Homeland Security

7. Enhance Interoperability: Ensure systems can communicate across different agencies for coordinated responses. Interoperability Guide

These steps, focused on technology upgrades, training, and system maintenance, are crucial for improving radio communications for 911 dispatchers.

How to Display Radio Communications Skills on Your Resume

10. Incident Command System (ICS)

The Incident Command System (ICS) is a standardized approach used to manage emergency incidents and planned events by organizing personnel, facilities, equipment, and communication. For a 911 dispatcher, ICS provides a structured framework to efficiently coordinate and support emergency response efforts, ensuring clear communication and effective resource management among all involved agencies and responders.

Why It's Important

The Incident Command System (ICS) is important for a 911 Dispatcher because it provides a standardized approach to the command, control, and coordination of emergency response, ensuring clear communication, efficient resource allocation, and effective incident management across multiple agencies and jurisdictions.

How to Improve Incident Command System (ICS) Skills

Improving the Incident Command System (ICS) for a 911 Dispatcher involves enhancing communication, technology use, and continuous training. Here are concise steps:

1. Enhance Communication Skills: Strengthen clear and concise communication techniques. FEMA offers courses that focus on effective communication within ICS.

2. Leverage Technology: Implement advanced dispatch software for better resource management and information sharing. APCO International provides insights into the latest technology in emergency communication.

3. Continuous Training: Engage in regular ICS training and exercises to stay updated on protocols and procedures. The National Incident Management System (NIMS) offers resources for training and exercises.

4. Feedback Mechanism: Establish a feedback loop with responders to improve future incident handling. Incident debriefs can help identify areas for improvement.

5. Collaborate with Partners: Work closely with local, state, and federal agencies to enhance coordination and response. SAFECOM provides guidance on emergency communication strategies and collaboration.

By focusing on these areas, a 911 Dispatcher can significantly contribute to enhancing the efficiency and effectiveness of the Incident Command System.

How to Display Incident Command System (ICS) Skills on Your Resume

11. Stress Management

Stress management for a 911 dispatcher involves techniques and strategies aimed at reducing the high levels of stress inherent in handling emergency calls. It includes coping mechanisms, relaxation exercises, and support systems to help dispatchers manage the emotional and psychological pressures of their critical roles, ensuring they remain calm, focused, and effective in coordinating emergency responses.

Why It's Important

Stress management is crucial for 911 dispatchers to maintain mental clarity, ensure quick and accurate decision-making, and prevent burnout, thereby enhancing their ability to effectively coordinate emergency responses and support callers in crisis situations.

How to Improve Stress Management Skills

Improving stress management, especially for a 911 dispatcher, involves developing a set of coping mechanisms that can help mitigate the intense stress that comes with the job. Here are a few concise strategies:

1. Practice Mindfulness and Meditation: Engaging in mindfulness exercises and meditation can help calm your mind, improve focus, and reduce stress. Headspace offers guided meditation sessions that are beneficial.

2. Physical Exercise: Regular physical activity can significantly decrease stress levels and improve your overall physical and mental health. Mayo Clinic provides insights on how exercise reduces stress.

3. Establish a Support System: Having a strong support network of colleagues, friends, and family can provide emotional support and decrease work-related stress. The American Psychological Association offers tips on building a good support network.

4. Professional Counseling: Sometimes, talking to a professional can help manage stress more effectively. The International Critical Incident Stress Foundation provides resources and support for dealing with critical incident stress.

5. Time Management Skills: Developing effective time management skills can help reduce job stress by making the work seem more manageable. MindTools offers practical time management tips.

6. Regular Breaks and Relaxation Techniques: Taking regular short breaks during shifts can help maintain focus and reduce stress. Practicing relaxation techniques such as deep breathing exercises can also be beneficial. HelpGuide provides a guide on different relaxation techniques.

Incorporating these strategies into your daily routine can help manage and reduce stress over time, leading to a healthier work-life balance.

How to Display Stress Management Skills on Your Resume

12. Data Entry Speed

Data entry speed for a 911 dispatcher refers to the rate at which a dispatcher can accurately input, update, or retrieve information within computer systems or databases while handling emergency calls. It is crucial for efficient and effective emergency response coordination.

Why It's Important

Data entry speed is crucial for a 911 dispatcher because it enables the swift input of critical information, ensuring rapid response times for emergency services, ultimately saving lives and enhancing public safety.

How to Improve Data Entry Speed Skills

To improve data entry speed, especially for a 911 Dispatcher role, focus on the following concise strategies:

1. Practice Typing: Regularly use online tools like TypingTest to improve your typing speed and accuracy.
2. Familiarize with Common Codes and Terminology: Memorize common codes and terminology to quickly understand and input information. Resources like The National Emergency Number Association (NENA) offer guidelines and training.
3. Shortcut Keys Mastery: Learn and use keyboard shortcuts for your CAD (Computer Aided Dispatch) system to navigate and enter data faster.
4. Use Auto-Complete Features: If your system allows, set up auto-complete for frequently entered information to save time.
5. Regular Training and Drills: Engage in regular training and simulation drills to enhance your data entry skills under pressure.

Improving data entry speed is about consistent practice, familiarity with your tools, and ongoing learning.

How to Display Data Entry Speed Skills on Your Resume