National 911 Program Releases Telecommunicator Reclassification Toolkit
Monday, December 13, 2021 | Comments

Public-safety telecommunicators currently are defined as “office and administrative support occupations” by federal, state and local classification systems. Due to a lack of objective evidence documenting the current, complete duties of telecommunicators, the U.S. Bureau of Labor Statistics, the Standard Occupational Classification System has been unable to reclassify the position. The current classification, which generally covers workers who perform clerical duties, falls far short of providing public-safety telecommunicators the recognition they deserve for the work they do.

The public-safety telecommunicator is a critical link in public-safety response. Telecommunicators are the first to respond to people who need emergency assistance; on every call, they use tools, technology and their training to navigate stressful situations. The expectations of this position have grown over the years as capabilities, technologies and social expectations have evolved. Today’s emergency communications centers (ECCs) require public-safety telecommunicators to have the knowledge, skills and abilities to both process and analyze 9-1-1 calls, operate in a dynamic environment and keep responders and citizens apprised as a crisis evolves.

With this in mind, the National 911 Program has developed a four-part toolkit that provides actionable steps to help ECCs and the public-safety community ensure that documentation adequately reflects the current and evolving expectations for public-safety telecommunicators. Use of these resources will support data-driven decisions of federal, state, and local agencies and policymakers by guiding ECCs and other stakeholders in:
• Creating or revising a public-safety telecommunicator job description to accurately reflect the telecommunicator role,
• Establishing and/or expanding a public-safety telecommunicator training program,
• Ensuring operational integration of technologies and tools used in ECCs, and
• Developing a legislative strategy for reclassification.

Find the full kit here.

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