What background and/or skillset best ensures success in a 911 career? Who, specifically, are we looking for?
Those are million-dollar questions, aren’t they?
If we had the power to do so, could we literally create a perfect candidate — one who is ideally positioned for consistent success in our field?
Everyone has ideas on this, to be sure (I can hear yours bubbling up as you’re reading this).
It stands to reason that someone who has dispatched or worked in some facet of public safety in their past may have a leg up – but for every one of those, we tend to get many more applicants with no public safety experience whatsoever, and it’s too often a crapshoot as to whether they make it through training.
So, candidates with some sort of semi-related experience notwithstanding, let me ask again:
What background and/or skillset best ensures success in a 911 career? Who specifically, are we looking for?
This is not to say that we haven’t all tapped into some relatively common archetypes that netted us some good employees over the years, but . . .
For every fast-food drive thru worker who became a rockstar in my old comm center, there were two or three who couldn’t do the job. We had some former teachers do well, while others flamed out. Some folks with medical backgrounds became long-timers for us, while other, similarly experienced candidates lasted mere weeks.
Admittedly, this may be an exercise in futility. We may need to just acknowledge that hiring for 911 jobs is always going to be hit and miss, and that some age groups, some previous jobs, some types of experience may increase the odds of success. Sometimes.
What fun would that be?
Let’s play Frankenstein.
Let’s use artificial intelligence to FINALLY come to a consensus decision that answers the age-old questions we’re asking here.
Let’s build the perfect dispatcher using technology at our fingertips.
Who has the best chance to succeed as a future dispatcher?
Let’s find out.
Let’s head to the proverbial lab and design our own creature – one who, once given life, exists ONLY to succeed in 911.
Our components (assuming no previous public safety experience for the purposes of this exercise):
- High public contact
- Quick-paced customer service
- Multitasking
- Dependable
- Improvisational skills/demonstrates quick thinking/highly adaptable
- High stress tolerance
- Not quick to anger
- Extraordinary patience/tolerance
- Clear communicator/effective listener
- Team player
- Detail oriented
- Good problem solver
- Emotionally resilient
- Comfortable with technology
- Resolves conflict comfortably
- Displays empathy for others
- Good typing speed/accuracy/spelling
- Open to teaching/coaching/constructive criticism
- Good with people
- Good sense of humor
Now, let’s plug this all into ChatGPT and find out once and for all who we’re looking for.
(Drumroll please)
From ChatGPT: A person with the traits listed is likely someone who thrives in fast-paced, high-pressure environments while maintaining emotional intelligence, adaptability, and strong interpersonal skills. You might call this person a “Versatile Problem Solver” or “Empathetic Multitasker.” They are emotionally resilient, patient, and level-headed, with a natural ability to connect with others while staying professional under stress. They’re both detail-oriented and people-focused, with a strong sense of humor that helps lighten tense situations.
Where You Might Find Them
- Work Environments:
- High-contact, service-focused industries where quick thinking and adaptability are essential.
- Specific Roles/Settings:
- Call Centers: Which feature extreme and often intense customer service scenarios.
Jobs They Might Be Working
- Customer Service:
- Handling escalations or troubleshooting difficult issues.
- Roles requiring a calm demeanor and the ability to de-escalate conflicts.
- Emergency or Crisis Management:
- Working as a 911 dispatcher, disaster response coordinator, or emergency call handler.
This individual is an adaptable, empathetic professional who thrives in roles requiring multitasking, quick thinking, and excellent communication. Their approachable nature, patience, and sense of humor make them invaluable in high-stress environments where people and details matter equally.
So, according to artificial intelligence, a creature designed with the skills we desire, designed ONLY to succeed in 911, is . . .
The best veteran 911 dispatcher you already work with.
I guess the lesson here is that while AI can instantly conjure up a picture of me with a ZZ Top beard and a cowboy hat atop a dinosaur while clad in a flowery dress and flip-flops, it’s not quite ready for prime time when it comes to problem solving of the sort we really need it for.
Nevertheless.
We shall not be deterred.
Back to the lab.
The search continues!
Kris Inman is the Director of Program Development for The Healthy Dispatcher. A 30-year veteran of 9-1-1, Kris retired in July 2023 as Director of Springfield Greene County 9-1-1 in Springfield, MO. An awarded speaker and instructor, Kris has delivered standout educational sessions, keynotes, motivational talks and yoga instruction to dispatchers across the country. He is also a long-time college adjunct instructor, teaching courses in communication and public safety leadership. Kris holds a Master of Arts in Communication and a Bachelor of Science in Electronic Media from Missouri State University. He is also a registered yoga instructor.