Navigating the Path to Becoming a Rhode Island Emergency Telecommunicator
Emergency telecommunicators in Rhode Island play a vital role in public safety, acting as the crucial link between individuals in distress and the emergency services they require. These professionals, sometimes called dispatchers, handle a variety of responsibilities, including answering calls, dispatching police, and coordinating fire and emergency medical services. The path to becoming an emergency telecommunicator in Rhode Island involves meeting specific requirements, acquiring necessary skills, and undergoing specialized training.
The Role of an Emergency Telecommunicator
Rhode Island emergency telecommunicators have varying duties. The primary role may be call taker, police dispatcher, or fire/ emergency medical dispatcher. Job requirements vary from one position to another. While dispatchers at other communications centers receive 911 calls only by way of the primary PSAP, they may also receive emergency calls directly from the public via the facility’s seven digit phone number. Some dispatchers specialize in police communications. They may receive communications from police officers as well as from the public. Other dispatchers dispatch fire and emergency medical services. However, there are multiple combinations possible. Both police and fire may be dispatched from the same center. Some individuals perform related activities outside the 911 system. They may, for example, monitor alarms and dispatch emergency services as needed.
Educational Foundations and Skill Sets
Telecommunicators need a solid general education at at least the high school level. They also need training that is specific to the job role. High school graduation represents the entry level. Agencies may like to see particular courses such as keyboarding; these may be either completed during high school or afterward. Some employers do state a preference for education beyond the high school level. A private company, for example, recently advertised for an emergency dispatcher/ alarm monitor and noted a bachelor’s degree or equivalent experience among the preferred qualifications. As emergency communication professional will need a broader, deeper skill set to progress to the leadership levels (supervision, training, and police development). Here a college degree can prove useful. Higher education, such as an associate’s or bachelor’s degree, may offer additional opportunities and status in the Emergency Dispatcher field. The degree also offers versatility, allowing professionals to move into other emergency management or public safety roles if they reach a stage in life where the 911 schedule no longer works for them.
Call takers and dispatchers also need a specific skill set; some will need additional coursework or work experience to develop skills. Telecommunicators need to be able keyboard in an automatic way while carrying out other more complex tasks. Strong communication skills and critical thinking ability are a must. Telecommunicators are generally expected to have some business writing skills. They must be able to interact with individuals with a variety of special needs, including young children and people with autism and other disabilities. What’s more, they need to carry out all these processes in a high-pressure, fast-paced work environment. It can help to be a good test taker - and not just to pass the test that is often required as a condition of employment.
Training and Certification
There are typically two components to training: a classroom component and an on-the job component. Police and fire departments may utilize national vendors to provide their training. When training is followed by examination, the process is often called certification. Dispatchers may be required to achieve multiple certifications during their probationary period. The North Providence Police Department, for example, requires a basic telecommunicator certification as well as certification in state and national criminal justice systems. Rhode Island does not have mandatory training standards. The length of the training period may vary a good deal. The amount of in-service will also vary. A telecommunicator may benefit from many trainings that are not provided by the employer: everything from AMBER alerts and suicidal callers to self-care. Maintaining ties to national professional associations is one way to stay apprised of training needs and opportunities. Many courses are offered online through organizations such as the Association of Public-Safety Officers (APCO International) and PowerPhone. The minimum educational requirement for 911 dispatchers in Rhode Island is to hold a high school diploma. Additional education in a related field is preferable, however, and may make it easier to perform the duties of the job. These certifications are bestowed by the International Academies of Emergency Dispatch (IAED). Each certification course lasts for a few days and culminates in a certification examination. Priority Dispatch administers the courses and exams. These may be offered by the employing agency.
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The Hiring Process
The hiring process will vary from jurisdiction to jurisdiction. Individuals who meet minimum requirements may be invited to take a test. Nationwide, many call centers employ the Criticall or the TELECOMM. Some jurisdictions, though, use their own tests. The test may be given only occasionally. Successful performance may mean placement on a list as opposed to immediate employment. On the other hand, some jurisdictions advertise to fill immediate vacancies. The candidate can expect a physical examination. He or she may also need to have hearing and vision screening.
Rhode Island's 911 System: A Unique Structure
Rhode Island has one primary E911 Public Safety Answering Point, under the banner of the Department of Public Health (DPS). The PSAP operates from the North Scituate DPS site, though there is back-up functionality elsewhere. The center has enhanced 911; this means that caller location is shown automatically. Telecommunicators at the North Sciate center receive many emergency calls per shift, averaging a minute to a minute-and-a-half per call. Calls may be transferred to any of more than 70 local agencies. Typically these are municipal agencies. Some calls require the original receiver - a highly trained professional - to stay on the line until help arrives. The Taubman Center for Public Policy at Brown University conducted an analysis of Rhode Island’s 911 system at state request. The Taubman Center noted that Rhode Island’s 911 organizational structural is unusual but has been effective (Structure). Some changes will be necessary to use Next Generation (NG911) technologies to full advantage. As of 2013, Rhode Island is one of just two states that provide enhanced 911 services statewide. It was also the first state to do so. According to the State of Rhode Island E-9-1-1 Uniform Emergency Telephone System 2012 Call Volume Report, in 2012 533,768 incoming calls to 911 dispatchers were logged Rhode Island. The majority of these calls originated from wireless numbers. Rhode Island’s Enhanced 911 System lets 911 dispatchers see a caller’s address and telephone number if they are calling from a landline. The system is not yet available in Rhode Island for wireless calls to 911, though it is in development. There is one chief employer of 911 dispatchers in Rhode Island. Because of the state’s size, all calls in the state are routed through the E 9-1-1 Uniform Emergency Telephone System - Public Safety Complex, Headquarters in North Scituate. Regardless of the municipality from which the call is made - Providence, Pawtucket, Cranston or Warwick - all 911 calls are routed to the headquarters in North Scituate. Cities may employ their own Fire Dispatchers, who handle calls relating strictly to fire emergencies in the community. Employers of these types of dispatchers include: City of Cranston Fire Department Communication Center, City of Providence Fire Department, Tiverton Fire Department, Warwick Fire Department, Middletown Fire Department.
Professional Development and Resources
Emergency dispatchers can be active in professional organizations at the state, regional, or national levels. Membership in the Atlantic Chapter of APCO International may prove useful (apco-atlantic.org). Interested individuals may also contact the state representative of the National Emergency Numbers Association (www.nena.org/page/Chapters).
A Glimpse into a Local Dispatch Center
At times you may call our Department for emergency or non-emergency requests. We want you to know that the person who answers the phone is not just a voice on the other end, but rather a highly trained and experienced professional. He or she is a highly-qualified individual who has spent numerous hours training to handle all types of calls. Many people are familiar with what dispatchers do, but not everyone is familiar with the technology and resources we use to perform our required duties. The Dispatchers of the Smithfield Police Department work in what is known as the Front Communications Center, an office located at the entrance to the police station. This office is the link between the department and the general public. All emergency, non-emergency and informational telephone and walk-in calls are received in this office and either redirected to the correct department or answered with a police response. Our dispatch center is staffed 24 hours a day, with at least one dispatcher, from a roster of 3 full-time dispatchers and 3 part-time dispatchers. During times of high call volume we utilize our second dispatch workstation where a second dispatcher is utilizes the full functionality of the dispatch center. The Front Communications Center also utilizes an advanced radio system. We also have the capability to communicate directly with the Smithfield Fire, Public Works, and Emergency Management Departments. In April 2022 we switched over to the Rhode Island Statewide Communications Network (RISCON). The Smithfield Police Department does provide house check service. Simply call the police station at 231-2500 and request that your residence be place on the house check list. The dispatcher will request your name, address, and telephone number, dates that you will be away and the name and number of an emergency contact while you are away. The house is then checked frequently by the patrol division until you return. The Smithfield Department of Public Works notifies the Smithfield Police Department when a temporary parking ban needs to be implemented for snow removal purposes. If you are unsure whether a ban is in effect, you can call the Smithfield Police station at 231-2500 or tune into AM Radio WHJJ (920) or WPRO (630), or television stations WJAR 10, WPRI 12, and ABC6. During parking bans, it is unlawful to park on any town roads.
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