NCJ Number
122555
Journal
Law and Order Volume: 38 Issue: 2 Dated: (February 1990) Pages: 18-20
Date Published
1990
Length
3 pages
Annotation
Because dispatchers are the first to respond to crime, fire, and medical emergency calls, their selection, hiring, training, and development should receive the priority attention of police and emergency medical service directors.
Abstract
How dispatchers listen to callers and how they respond can save lives. Therefore, dispatcher applicants should be tested for verbal and written communication skills, listening skills, and mental alertness. Dispatcher attitudes, morale, and effectiveness are linked to the supervisor, and the supervisor should have a thorough understanding of the dispatcher department's overall objectives. Dispatcher training should be ongoing, state of the art, and action-oriented, with dispatchers participating in role-playing case scenarios. Various manuals available to facilitate dispatcher training include operational procedures manuals, absolute (comprehensive) manuals, and functional manuals. The most controversial aspect of police communications centers is whether to give emergency medical prearrival instructions by telephone. If dispatchers receive calls requesting medical assistance, they must immediately transfer the call to a trained emergency medical technician or be trained in how to handle the call themselves.