Call-taker, dispatcher

Harford County public safety emergency communication specialists are often the first point of contact in an emergency. They ask a series of questions that help determine what kind of help the caller needs (medical, fire, police or a combination of those) and alert the appropriate agency.

The 9-1-1 Center is staffed 24 hours a day, seven days a week, 365 days a year. Call-takers and dispatchers work eight-hour shifts, five days on and three off. About every eight weeks, they work six consecutive days followed by two off.

Harford County is the first 911 Communications Center in the United States to become a Tri-Accredited Center of Excellence in emergency medical dispatch, emergency fire dispatch and emergency police dispatch. The accreditation was issued by the International Academies of Emergency Dispatch.

Hiring process

The first step in the process is to complete and submit an application. Candidates who meet the minimum requirements will be asked to come in to take and pass a typing test using a computer keyboard; acute hearing and voice clarity tests; telecommunications skills test; and an oral interview, which may include multi-tasking exercises.

Training

Classroom

All Harford County public safety emergency communication specialists begin their careers with six to seven weeks of training in our training academy, under the direction of the department's training manager. The academy consists of an intensive program that prepares new emergency communication specialists to handle situations they will encounter at their consoles. Internal operation procedures, crisis intervention, stress management and resource availability are only a few of the academy's offerings.

The training also includes a National Emergency Telecommunicators course and national certifications in emergency medical/fire/police dispatch protocols. 

Live calls

Once the employee completes the training academy, they will be placed on a shift and will answer live 9-1-1 calls for service under the supervision of a dispatch training officer with ongoing quality assurance reviews by the training staff. Once all established guidelines and training objectives have been met, the employee will be cleared to work by themselves at the discretion of the training supervisor.