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911 Operator Resume Samples
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0-5 years of experience
Received and prioritized calls and complaints from the public regarding crimes, fires and emergencies and questioned the caller to determine nature of the call
- Entered information into CAD to conclude appropriate responder.
- Organized, processed and disseminated information on a two-way radio
- Performed computer record searches, warrant searches and provided information to other agencies and field officers
- Prepared Criminal History packets on various detainees.
- Maintained logs of calls made and received.
0-5 years of experience
Answered emergency and non-emergency calls for service and determined adequate coding for incident.
- Coordinated response personnel for seven police agencies, nine municipal and volunteer fire departments and one independent ambulance service to ensure adequate public and personnel safety.
- Provided pre-arrival medical instructions to emergency callers to mitigate the effects of adverse physical conditions.
- Trained new employees for all positions and provided feedback to improve training procedures.
- Performed emergency weather notifications via television and radio.
0-5 years of experience
Received incoming telephone or alarm system calls regarding emergency and non-emergency services.
- Relayed information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification.
- Recorded details of calls, dispatches, and messages.
- Entered, updated, and retrieved information from computerized data systems.
- Maintained files of information relating to calls.
0-5 years of experience
Interacted with the public on a daily basis in emergency and non-emergency situations.
- Acquired the ability to handle high-stress incidents and make immediate decisions when necessary.
- Learned how to work as a team member with other operators, .dispatchers, and officers.
- Strengthened communication skills.
6-10 years of experience
Handled heavy/ demanding/busy phone calls from general public
- Provided rapid emergency police, fire and ambulance service
- Exercised courtesy, sympathy, understanding, dignity towards each callers’ request.
- Selected incidents and units for assignment
- Transmitted emergency information, and handled interim messages and notifications
- Entered final disposition as units reported completed jobs
- Maintained full control over field units and radio frequency.
0-5 years of experience
Prioritized, managed and dispatched emergency and non-emergency calls for service while retrieving critical information from officers and the public.
- Answered multiple telephone lines with the ability to provide precise, sometimes life threatening, information in a timely, professional manner.
- Communicated with several law-enforcement and public agencies.
- Accountable for location and status of up to thirty or more officers during a shift.
0-5 years of experience
Operated the answering service.
- Operated and maintained the switchboard service.
- Answered and coordinated all 911 emergency calls
- Communicated all emergency calls with doctors on duty.
- Implemented and followed all hospital emergency procedures and all safety and SOP’s (Standard Operating Procedures).
6-10 years of experience
- Answered multiple telephone lines for emergency and non emergency calls for police and fire services for seven communities, and dispatched out appropriate responses.
- Entered information into Computer Aided Dispatch and monitored 23 police and fire radio frequencies.
- Obtained National Crime Information Center (NCIC) certification to legally perform criminal history, driving record, and background checks for criminal justice information.
0-5 years of experience
- Promptly answered 911 emergency calls in both English and Spanish
- Assigned police officers to various emergency incidents and made
- Communicated with other agencies concerning involvement in emergency situations.
6-10 years of experience
- Supervised floor coordinators.
- Evaluated employee performance to recommend retention or termination.
- Trained newly promoted supervisors
- Interviewed prospective 911 operators
- Received call for emergency assistance from the public as a 911 operator.
- Dispatched Police Officers to emergency incidents.
0-5 years of experience
Received incoming emergency and non-emergency calls obtaining necessary information.
- Evaluated emergency and non-emergency calls.
- Entered information into computer according to prescribed procedures for appropriate dispatching.
- Coded all requests for police, fire, emergency medical services, utilities, other agencies, and departments within DeKalb County according to protocol.
- Gave lifesaving and pre-arrival instruction to callers in emergency situations and maintains appropriate information.
- Participated in coordinating emergency responses and assistance from external agencies
- Handled multiple tasks simultaneously.
0-5 years of experience
Accepted both non-emergency and emergency calls
- Memorized and utilized “10 Codes” and Signal Codes
- Maintained clear, calm communication with callers
- Secured pertinent data for effective resource dispatch
- Completed 9 months of communications training
10+ years of experience
Provided excellent customer service to the community via phone and face to face interactions.
- Demonstrated ability to multi-task in a fast paced environment to maintain customer service and safety for all concerned.
- Demonstrated ability to handle angry and irate customers in a professional manner and change their experience to the benefit of both the company and the customer.
- Processed phone transactions and calls for service.
- Handled all 911 calls in our jurisdiction.
- Excellent verbal and written communication skills.
- Excellent work ethic
10+ years of experience
Provided excellent customer service to the community via phone and face to face interactions.
- Demonstrated ability to multi-task in a fast paced environment to maintain customer service and safety for all concerned.
- Demonstrated ability to handle angry and irate customers in a professional manner and change their experience to the benefit of both the company and the customer.
- Processed phone transactions and calls for service.
- Handled all 911 calls in our jurisdiction.
- Excellent verbal and written communication skills.
- Excellent work ethic
0-5 years of experience
- Responsible for dispatching police and ambulance based on calls received over five frequency police band radio, 911 calls and non-emergency calls
- Performed background checks, warrant
- Served as Police Matron during in-take of female prisoners
- Typed out fingerprint cards for State and Federal offices
- In charge of the City Sticker accounts, sending out notices, setting up payments, updating each account and maintained cash
911 Operator Duties and Responsibilities
911 operators need sound judgment and the ability to rapidly set priorities and make important decisions in a short period of time while performing the following tasks:
Answer Emergency Calls 911 operators answer emergency calls, which come in via telephone, computer system, or radio. 911 operators quickly assess the nature of the call, gather vital information about the situation, and relay that information to first responders. Because this role often requires the 911 operator to field multiple, concurrent calls, this role requires an individual who is able to prioritize without becoming overwhelmed.
Dispatch Emergency Services 911 operators quickly determine which emergency response personnel should be dispatched. 911 operators look at maps and GIS systems to determine which responders are nearest to the address where the incident occurred. They must effectively communicate the situation to first responders and provide necessary details that can them assist when they arrive at the scene.
Crisis Resolution Many 911 callers are in a state of fear or panic while reporting an accident, crime, or fire. 911 operators help callers calmly deal with the situation. At times, this can simply mean staying on the line until emergency services arrive; at other times, 911 operators may have to provide extensive guidance or direction to ensure the caller’s safety until first responders arrive.
Record-keeping In addition to receiving calls and dispatching first responders, 911 operators keep detailed records of calls and actions taken in response. These records can play an important role in law enforcement and public safety, so it’s essential that 911 operators maintain these records accurately. Transcriptions of emergency phone calls are recorded as they occur, so excellent typing skills are necessary.
911 Operator Skills and Qualifications
911 operators play a central role in emergency management and response by connecting community members with fire, police, and EMS services. Employers typically hire applicants with a high school diploma or equivalent and the following skills:
- Effective communication – 911 operators field a high volume of calls from individuals who may be injured or afraid. They have to be able to effectively determine the nature of a call, the details of the incident, and the correct emergency services to dispatch
- Judgment and prioritization – because 911 calls come in frequently, sound judgment and the ability to prioritize these calls are required to ensure that people receive the assistance they need
- Typing – 911 operators transcribe their calls, often using computer-aided dispatch systems to communicate with first responders, so being able to type quickly and accurately is essential
- Spatial reasoning – 911 operators are assigned to a territory and need to be familiar with the geography of their assigned area to help them examine information from maps and GIS systems to contact the closest responders
- Attention to detail – a 911 operator needs to gather a lot of information from callers and accurately pass that information on to first responders
- Problem-solving – in the course of helping a caller, a 911 operator may need to quickly come up with a solution to a problem or a way to help while emergency response personnel are en route
911 Operator Education and Training
This position requires at least a high school diploma or GED. In addition, some experience as a phone operator, telemarketer, or customer support representative is helpful, since 911 operators need to be able to field a high volume of phone calls throughout the workday. Because 911 operators use several specialized software programs to receive calls and dispatch emergency services, a significant amount of training occurs on the job. Additionally, some jurisdictions may require 911 operators to pass an exam.
911 Operator Salary and Outlook
The Bureau of Labor Statistics found that the median pay for police, fire, and ambulance dispatchers was $38,870 as of May 2016. This salary varies widely based on location, agency, and jurisdiction. In 2016, the lowest 10 percent of earners in the field made under $25,100, while the highest-paid 10 percent earned over $61,270. Employment in this field is expected to grow eight percent between 2016 and 2026, with the BLS estimating an additional 8,200 jobs.
911 Operator Helpful Resources
We’ve found many online industry resources, communities, and opportunities for further reading for those who may be interested in beginning a career as a 911 operator:
911 Magazine – The industry magazine for 911 operators features articles and professional development opportunities.
Answering 911: Life in the Hot Seat – Caroline Burau’s memoir follows the author’s path to becoming a 911 operator and provides an honest look at the field.
911DispatcherEdu.org – This website provides extensive information about starting a career and working as a 911 operator, with state-by-state details and links to job listings.
Dispatcher Stress: 50 Lessons on Beating the Burnout – A former operator provides techniques and strategies for dealing with this frequently stressful role.
Dispatcher Dame’s Diatribes – A blog written by a current 911 operator, full of unfiltered insights into the field and honest reflections on working in emergency services.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
