NCJ Number
145994
Journal
Police Studies Volume: 16 Issue: 3 Dated: (Fall 1993) Pages: 99-112
Date Published
1993
Length
14 pages
Annotation
Role disequilibrium among Michigan police dispatchers, expressed in terms of effectiveness or dysfunction, was investigated.
Abstract
The purpose was to develop a dispatcher training program and selection criteria, and construct a job-relevant position description. Data were collected through a review of British and American literature; in-person interviews with 180 dispatchers; a mailed, critical incident self- report; and a mail survey of Michigan and other dispatchers, troopers, and sergeants. Analysis revealed that officers do not understand nor appreciate dispatchers' work. Dispatchers may experience undue stress which may affect their handling of critical incidents, possibly with harmful consequences to police officers and citizens. Like police officers, dispatchers often must use discretion in handling calls for service. The personality characteristics, attitudes, and abilities necessary for effective dispatching were found to be more complex than previously recognized. Police departments, therefore, should emphasize assimilation of dispatchers into the social structure of the organization. 4 tables and 16 references