Three Ways You Can Support 911 Dispatchers as First Responders

While dispatchers may not be out in the field handling emergency situations, they are the first to respond when someone calls 911. They are the lifeline that connects the caller to police, fire and EMS. 

Dispatchers must think under pressure and act instantly to coordinate tactical dispatch, all while handling caller concerns and documenting important information. There are several states and counties that recognize dispatchers as first responders, but there is still work to be done.  

The current classification of call takers is listed under an administrative category; however, reclassifying 911 dispatchers as first responders gives them access to additional benefits and support. This also recognizes the importance and the impact of the work they do. 

Although there are organizations like the National Emergency Number Association (NENA), which are at the forefront of doing work to promote this cause, agencies can utilize tools and resources to increase advocacy and awareness for dispatchers. 

In this article, we explore steps that you can take to support the work.  

1. Develop an Advocacy Strategy

Creating an actionable plan is critical to gaining support. You must be able to identify, understand and clearly articulate your goals and plan of action. Once you identify the goal, it will help you to communicate the need and build support. It’s important to involve other stakeholders in the process in the early stages so that they are invested in the cause.  

This might include other public safety organizations in your community, local officials and city council, or even criminal justice offices. Additionally, consider other disciplines that can support as partners such as medical associations. 

Identifying the need and creating a strategy not only helps strengthen support, but also builds awareness. There are some that simply aren’t aware of the need for reclassification. This creates the perfect opportunity to educate and inform. 

Dispatchers are inundated with handling some of the most stressful situations one could imagine, causing them to suffer from mental health issues and psychological trauma. With the current classification, salaries, training, mental health resources and retirement benefits are limited in comparison to public safety professionals who are identified as first responders.  

The start to making a difference is building a coalition of supporters and communicating the need and impact. 

2. Create a Media Plan

The media is filled with news stories about how officers or firefighters saved someone’s life or stopped a tragedy from happening – and rightfully so. We depend on these responders to provide life-saving emergency response. Dispatchers can benefit from the same media presence. 

Building a media presence offers another opportunity to build awareness of the critical work that dispatchers do. It is also essential to show the impact dispatchers have on the community.  

You can do this by sharing personal stories and statistical data that demonstrate how dispatch plays a critical role in saving lives. This creates visibility for the cause and educates the public. People must understand what dispatchers encounter on a daily basis.  

Start by reaching out to local news outlets, radio stations and other small media markets in your area. 

Social media is also a powerful tool to reach audiences outside of your own community. As you build support and a team, establish messaging that your team can share. This establishes consistency and clarity for your cause. With a clear message and a platform to showcase it, you can encourage other community members to share your media campaign.  

3. Advocate at the Federal Level

Several states have made strides in support of dispatchers. Recently, the state of Illinois passed Senate Bill 3127 to recognize medical and emergency dispatchers as first responders. Yet, it still has not reached the federal level. 

NENA has compiled resources that include legislation information, a list of senators that have a role in the passage of the 911 SAVES Act, as well as letter templates to write to Congress. 

Advocating at the federal level is necessary, but it is not an easy task. It does require an understanding of legislative processes and existing laws. You can start by researching any existing laws in your state that involve information surrounding the terms “first responder,” or “protective services.”  It is also helpful to research and use existing language that is utilized in 911-related bills.  

It can also be helpful to use other state legislation as a resource. States that have already passed legislation in support of 911 dispatchers have done the hard work. Use them as a resource and foundation to guide your advocacy strategy. 

CentralSquare Partners With Dispatchers 

CentralSquare values the work that 911 dispatchers do, and we partner in the cause to support the reclassification of dispatchers as first responders. 

As partners, we work to provide helpful tips and resources and build awareness. You can start within your agency today by utilizing additional resources from NENA and the National 911 Program.