Next Generation 9-1-1: Recognizing 9-1-1 Call Takers as First Responders

Every day 9-1-1 call takers are providing life saving direction in emergencies, coordinating and dispatching EMS and police to car crashes, home invasions, missing persons, and more. The 9-1-1 call taker should be provided the same benefits as police, firemen and women, and other first responders and public safety professionals. As a Next Generation 9-1-1 vendor, we stand behind the reclassification of the 9-1-1 call taker role to “Protective Service Occupation”. This way they can receive the same benefits as first responders. Currently, the critical role of the 9-1-1 call taker is classified as “Administrative/Clerical.” Given the life-saving work they do, administrative and clerical work is far from their current classification.

The Enhancing First Response Act Introduced to United States Senate

The good news is the 9-1-1 industry has made great strides since its inception in the 1960s. Back then, call takers were only a call transferring system. And as the nation-wide adoption of Next Generation 9-1-1 continues to grow, we are seeing more positive movement at the federal level for a reclassification for 9-1-1 call takers.

Just a few weeks ago, a group of United States Senators introduced the Enhancing First Response Act. This act would classify 9-1-1 call takers as “Protective Service Occupation” under the Standard Occupational Classification system. We are hopeful this Act becomes favorable in both the Senate and the House. If it passes, it can give 9-1-1 call takers the recognition and benefits they deserve as we upgrade PSAPs around the country to Next Generation 9-1-1.

The Benefits of Reclassification for 9-1-1 Call Takers

These dedicated professionals serve as the frontline of emergency assistance. They are often making split-second decisions that can mean the difference between life and death. The benefits of being classified as “Protective Service Occupation” are great, and as a part of the Next Generation 9-1-1 community, we are ready to recognize all the work that they do.

1. Recognition for 9-1-1 Call Takers
   1. Plain and simple, 9-1-1 call takers are the first point of contact in times of crisis. They provide crucial assistance, gathering critical information, and dispatching appropriate resources. Therefore, recognizing them as first responders acknowledges the essential nature of their role to the 9-1-1 industry and the world.
2. Enhanced Training and Support
   1. If the bill passes, 9-1-1 call takers will receive additional training and support tailored to their evolving responsibilities. This includes comprehensive training in emergency medical dispatch, crisis intervention, and de-escalation techniques. Thus, ensuring they are equipped to handle a wide range of situations effectively.
3. Improved Pay and Benefits
   1. Emergency call takers often work long hours under intense pressure. Yet, their salaries and benefits may not always reflect the demanding nature of their work. Reclassifying them as first responders opens the door to improved pay, benefits, and career advancement opportunities.
4. Access to Resources
   1. As first responders, 9-1-1 call takers will have access to the same resources and support networks as other emergency response personnel. This includes access to specialized equipment, mental health resources, and peer support programs to help them cope with the stress and trauma that’s inherent to their daily tasks. Also, we have already seen some PSAPs around the country create relaxation rooms and quiet rooms with light therapy for their call takers giving them a space to unwind and destress.
5. Professional Development
   1. Reclassifying 9-1-1 call takers as first responders creates pathways for professional development and advancement within the emergency response field. This may include opportunities to transition into roles such as emergency medical technicians (EMTs), paramedics, or emergency dispatch supervisors. This is a great opportunity to advance one’s career and contributions to public safety.

Next Generation 9-1-1 Recognizes Call Takers for the Great Work They Do

The reclassification of NG911 call takers as first responders represents another huge leap forward in the 9-1-1 industry. By providing 9-1-1 call takers with the recognition, support, and resources they deserve, we are enhancing the effectiveness of our Next Generation 9-1-1 services. Additionally, we are demonstrating our commitment to the well-being of those who dedicate their careers to helping others in their time of greatest need.

Synergem stands behind this initiative. Additionally, we are committed to supporting the professional growth and well-being of everyone involved in Next Generation 9-1-1. Contact our team to discuss your upgrade to Next Generation 9-1-1.