Similarly, the 911 dispatchers have to do more than just connect callers to different lines. 911 dispatchers are responsible for facilitating communication and gathering data concerning security and medical emergencies, they then forward the information to the operator of the agency concerned with the specific emergencies.2 They are also required to provide instructions on relevant security protocol based on the situation and in security-related calls such as burglary assault they try to track the location of the incident so they can accurately direct the respondents. For one to work as a dispatcher they must be certified through the Association of Public-Safety Communications Officials-International(APCO) and the National Academies of Emergency Dispatch.3 As professionals, 911 dispatchers play a critical role in the wellbeing of society and how they react to a situation can be directly in indirectly determinant in life and death situations since they are the main conduit between those in distress and the agencies tasked with rendering assistance. For this reason, there exists protocol and procedures that have been instituted to guide them in accomplishing their respective duties and reduce the margin of error while proving the best possible service. Given that their job involves unpredictable scenarios or circumstances not covered by protocol or in which it can be difficult to adhere to them. This paper discusses how 911 dispatchers deal with situations concerning the procedures using real-life examples of some of the civil and moral challenges that they face and the issues that arise when they follow or fail to protocol.
Standard Practice for Emergency Medical Dispatch Management