What it takes to pick up the call: A dive into becoming an Emergency

Communications Officer

The position of an Emergency Communications Officer, also known as a 9-1-1 emergency

response operator, plays a critical role in public safety by serving as the first point of contact for
individuals in crisis. These professionals answer emergency and non-emergency calls, using
specialized equipment to triage and prioritize incidents, dispatching the appropriate emergency
services such as police, fire, and medical units. This essay aims to serve as a source of learning
about what it takes to become a successful Emergency communications officer and the
challenges one will face on the job. This essay will also discuss suggested ways of coping with
issues that come with the role and the qualifications that could aid applicants to properly perform
a job that saves lives.

A Day In The Life

A typical day for a 9-1-1 operator involves working in a high-stress environment, where
they must remain calm and collected to provide vital information, support, and instructions to
callers. They handle a wide range of situations, from life-threatening emergencies to non-urgent
inquiries, requiring exceptional multitasking, decision-making, and communication skills. All
calls are treated as time sensitive which effects the manner in which the call is conducted
focusing on locating the caller, gathering as much detail as possible while also helping the caller
remain calm in certain cases. Operators work in shifts to provide 24/7 coverage, ensuring that
help is always available. Their responsibilities include operating computer-aided dispatch
systems, managing multiple communication lines, and coordinating with various emergency
response teams. Being an Emergency Communications Officer also involves evaluating
emergency and non-emergency calls to determine police response levels, prioritize incidents, and
provide information to the public and police personnel. Dispatching involves coordinating calls
for service to police officers, monitoring the safety of operational officers using AFRRCS, and
broadcasting public safety alerts. Officers also assist in training new employees and participate in
ongoing quality assurance and professional development activities.

Do I have what it takes?

The job demands proficiency in many categories including geographical knowledge/ city
maps, information processing such as active listening and speed typing, basic math, and risk
assessments to dispatch the right people. In this role, you never know what to expect in each call
and you must be ready for anything which requires adaptability. Personal characteristics required
also include; compassion, empathy, patience, free of prejudice and selfless tendencies. If the
applicant has experience in public safety, emergency response, or social work environments,
they are well-suited for this role. This background provides the foundational knowledge
necessary for handling emergency communications and understanding police operations.
Experience in customer service roles is highly relevant, as the job demands excellent
interpersonal and communication skills. Proficiency in multitasking, critical thinking, and
decision-making under pressure are essential. Familiarity with technological tools, such as
Computer Aided Dispatch (CAD) software, and the ability to quickly learn and adapt to new
systems will be advantageous. The ability to work rotating shifts, including nights, weekends,
and holidays, is crucial.

The technical prerequisites and educational requirements for this position include
completion of Grade 12 or equivalent, with an Emergency Communications and Response
Certificate or equivalent post-secondary education being preferred. The role demands handling
high-stress situations and making sound decisions. Additionally for Canada, knowledge of
Federal, Provincial, and Municipal government services is beneficial, and a high level of
integrity and confidentiality is mandatory. I believe with my criminology degree, my extensive
customer service experience of seven years and the skills I acquired as a university student, I
have a good chance of succeeding in this role. Beyond the class content we consume in a
university course, we learn an extensive amount of hidden skills that enable us to exceed above
the average applicant. These skills include literary proficiency such as strong writing, reading,
researching and communication skills. Another hidden lesson is learning to work with various
people from different walks of life, as well as mediating conflict and expressing oneself in a
professional, clear manner. We also learn how to meet short deadline, perform under pressure
and what it takes to maintain a work life balance.

Coping with Failure

However, there are anticipated failures and risks associated with this career path as any
other, such as burnout and the challenge of balancing personal life with job demands. The high-
stress nature of the job and the requirement to work rotating shifts can lead to burnout. Some
calls may conclude in loss of life and/or traumatic experiences as some callers may inevitably
share a traumatic experience live with the call taker. As serious as Firefighters treating deep burn
wounds and police officers entering a horrific crime scene, Emergency communications
responders face the same exposure to trauma and distress vis phone and go on to develop the
same PTSD symptoms (Klimley et al. (2018)). Strategies to mitigate the repeated negative
exposure to trauma include establishing a strong work-life balance, seeking support from
colleagues and supervisors, and utilizing employee assistance programs such as EAP. The
demanding schedule may interfere with personal life and commitments and so effective time
management and prioritization, along with open communication with family and friends, can
help balance these demands. Constant exposure to traumatic and high-stress situations may affect
mental health. Developing coping mechanisms such as mindfulness, regular physical activity,
and professional counseling can provide necessary support. One of my personal anticipated
struggles in this role is learning to separate myself from each crisis as it comes. There is no time
to get caught up in personal feelings towards a call no matter the story, and I must remind myself
to focus on helping promptly and doing my job swiftly. Another would be actively ensuring that
I do not take everything home with me as it can alter my personal life and negatively affect my
mental health. Learning new things from people such as reminders on what not to do in certain
events is only natural from hearing other people’s experiences however, I plan to balance my
work life and my personal one by maintaining close social and family relations and leave time to
release built up stress.

Coping with failure and adversity in this role involves developing a support network, engaging in
continuous learning, and practicing self-care. Building strong relationships with colleagues,
friends, and family to provide emotional support is a must. Utilizing workplace resources such as
counseling and peer support groups can also help. Engaging in continuous learning and
professional development enhances skills and resilience. Setting realistic goals and maintaining a
positive mindset are important for personal growth. I believe prioritizing physical health through
regular exercise, a balanced diet, and sufficient rest, as well as practicing stress-relief techniques
such as meditation, hobbies, and leisure activities, can help manage stress and maintain well-
being. I also believe in this role it is important to have a somewhat hopeful outlook on life. We
must persevere and look beyond the violence and the hurt; and be hopeful of the positive aspects
of the world in order to radiate this sense of hope through the phone to the person who needs it
the most.

Where to Start?
The first organization I‘d like to share and the one I find most fitting to understanding
this role is the Canadian Mental Health Association (CMHA). They offer a wonderful
volunteer program where they teach everything there is to know about the role of an
emergency operator. They offer lectures in a classroom setting as well as hands on training
that allows program participants to actively pick up calls through a “Distress line.” A
supervisor is available to assist and overlook volunteers as they answer distress calls 24/7.
This opportunity will allow participants to get the gain the most efficient and exclusive
experience as well leave participants with a sense of accomplishment as they complete it
satisfied to have helped someone who needed them. And finally, the best part is that
anyone can apply to do the program! Another volunteer opportunity is at any local police
station. The requirements and acceptance rate will vary depending on the availability of
officers and flexibility of the station however seeing police procedures firsthand could be
tremendously helpful in the process of preparing for the operator role. You will get to see
what happens when police get dispatched and what the process is to doing intake of
information for station visitors. A third and final program I would like to mention is the
Ride Along program. This is often a one-time experience to spend a 12-hour shift with
officers going out along with them to every call. This opportunity will allow you to
witness police procedures firsthand and makes for an exciting experience to visualize a
day in the life without the lifelong commitment of becoming an officer. This experience
may help make things clearer on whether the career you imagined for yourself and the
reality of it match.

Changes in the Future

Advancements in AI and technology, along with changing market conditions,
significantly impact Emergency Communication operators. Modern systems enhance efficiency
and accuracy by automating call prioritization, providing real-time location tracking, and
integrating data from smart devices. These tools enable quicker, more effective responses, but
require continuous training for operators. There has been conversation about including
“Chatbots” in emergency calls to increase service efficiency and update caller information to
responders at higher speed. However, no information on the technical aspects of this possible
addition has been made public as of now. Economic conditions also play a crucial role;
downturns can lead to budget cuts affecting staffing and technology adoption, while strong
economies can boost investment in advanced systems and infrastructure. Thus, both
technological progress and financial health directly influence the efficiency of this role.

In conclusion, the role of an Emergency Communications Officer is vital and demanding,

requiring a unique blend of technical skills, emotional resilience, and a commitment to public
service. By understanding the responsibilities, qualifications, and potential challenges, you can
better prepare for a successful career in this field. Balancing personal and professional life,
developing coping strategies for adversity, and staying on top of technological advancements
will be crucial for long-term success and fulfillment in this career path. I plan on expanding my
experiences and skills through the programs and opportunities available for me in order to live
up to the role. With enough commitment and practice I believe I can excel this line of work as
long as I stay genuine to the cause and continuously progress in every aspect. After exploring
this role, I’ve gained additional respect to those on the front line, and I am truly impressed with
the many skills they possess. This research has ignited my passion for this role and I look
forward to learning more about it.

References
Alberta First Responders Radio Communications System. Alberta.ca. (n.d.).
https://www.alberta.ca/alberta-first-responder-radio-communications-system

Government of Canada, C. C. for O. H. and S. (2024, May 10). Employee assistance programs
(EAP). https://www.ccohs.ca/oshanswers/hsprograms/eap.html

Khare, M. (2022, April 10). I tried 911 dispatch. YouTube. https://www.youtube.com/watch?

v=sKD-bp8UJmE

Klimley, K. E., Van Hasselt, V. B., & Stripling, A. M. (2018). Posttraumatic stress
disorder in police, firefighters, and emergency dispatchers. Aggression and
Violent Behavior. https://doi.org/10.1016/j.avb.2018.08.005

Mahan, M. (2024, March 29). Chatbots: the next technology revolution in 911 dispatch centers.
Police1. Retrieved from https://www.police1.com/vision/chatbots-the-next-technology-
revolution-in-911-dispatch-centers

(None). (2023, December 8). 9-1-1 police dispatchers - what we do. Royal Canadian Mounted
Police. https://www.rcmp-grc.gc.ca/ab/careers-carrieres/dispatchers-repartiteurs/index-
eng.htm

Volunteering with the distress line. CMHA Edmonton. (2024, March 26).
https://edmonton.cmha.ca/brochure/volunteering-with-the-distress-line/