During the second full week of April each year, LAAPOA joins the law enforcement profession in celebrating National Public Safety Telecommunicators Week, a time to recognize the tireless work of dispatchers and emergency call-takers (or operators) and their contributions to the profession. These men and women are often regarded as the “first first responders” in our ranks — heard but unseen heroes who work behind the scenes 24 hours a day, seven days a week, 365 days a year. They calmly assist citizens in a wide range of stressful emergency and non-emergency situations, while also providing their peace officer colleagues with the information they need to handle calls for service effectively and ensure the safety of both the public and responding officers.
The commemorative week, taking place April 13–19 this year, was originally started by Patricia Anderson of the Contra Costa County Sheriff’s Office in 1981. The veteran dispatcher sought to shine the spotlight on the unwavering dedication of public safety telecommunicators, whose contributions to law enforcement often went unnoticed compared to their peace officer colleagues. The week was celebrated solely within her agency for three years before gradually gaining traction among departments across the country. Thanks to continued advocacy from the Association of Public-Safety Communications Officials and others, the event was formally recognized at the federal level in 1994, when President Bill Clinton signed Proclamation 6667, officially designating the second week of April as National Public Safety Telecommunicators Week.
“The work of these ‘unseen first responders’ is invaluable in emergency situations, and each of these dedicated men and women deserves our heartfelt appreciation. Americans place their trust in these individuals, not just this week, but every day of the year,” Clinton stated in his proclamation. “This week is a time for a grateful Nation to show its appreciation and to recognize that our health, safety, and well-being are often dependent on the commitment and steadfast devotion of public safety telecommunicators.”
In that vein, LAAPOA would like to celebrate these heroes by sharing a few interesting facts related to the work they do.
High call volumes: According to the National Emergency Number Association, an estimated 240 million calls are made to 9-1-1 each year in the U.S.
Multitasking mavens: Dispatchers must swiftly handle the influx of calls they receive daily while maintaining their composure, navigating complex software, accurately interpreting the needs of callers and relaying that information to officers. “You have to be able to make quick and correct decisions, have the drive to get things handled quickly and be adaptive, personable, reactive and thorough,” Sacramento Police Dispatcher III Chessa Maita explained in an article in the April issue of PORAC Law Enforcement News. “We are required to process incomplete information from uncooperative callers, translate what is said into police language and make the correct decision 100% of the time without mistake. You must be able to handle stress with ease, work in a fast-paced environment and always be prepared for the next event.”
PTSD is a risk: Research has shown that dispatchers are just as vulnerable to post-traumatic stress disorder as frontline responders, due to their routine exposure to distressing and disturbing calls — such as those involving imperiled children, mass shootings and suicide.
Recruitment and retention: Much like their peace officer counterparts, dispatchers are facing their own staffing crisis. A recent study from the International Academies of Emergency Dispatch and the National Association of State 911 Administrators found that nearly one-third of the 47 9-1-1 call centers surveyed reported soaring vacancy rates in 2022. Thirteen centers reported that 70% or more of positions were unfilled; 92 reported vacancy rates between 50% to 69%; and 166 reported rates between 30% to 49%. The study also noted that nearly every respondent reported a loss of employees in 2022, totaling 3,952 staff departures across the 774 centers in one year.
Knowing when to dial 9-1-1: National 9-1-1 Education Month is also recognized in April. Established by Congress in 2008, the monthlong campaign was created to encourage citizens to use 9-1-1 only for true emergencies and to educate them on how to interact effectively with dispatchers to receive the best possible assistance. This includes providing their location, staying on the line, listening to instructions and texting 9-1-1 when calling isn’t an option.
“Public safety telecommunicators are an essential cornerstone of law enforcement’s mission to protect and serve. Every emergency response begins with their voice; they are the calm during the chaos, the steady, composed presence in moments of crisis. Their tireless work, often behind the scenes, should never be overlooked or taken for granted,” LAAPOA President Marshall McClain says. “We proudly honor our brothers and sisters who represent the ‘thin gold line’ — a critical lifeline between the community and the first responders risking their lives to keep us safe.”