The 9-1-1 Operator
9-1-1 Operators are highly trained individuals who answer emergency calls for help from citizens
who need law enforcement, emergency medical or fire rescue assistance. Before a 9-1-1 Operator is
allowed to handle emergency telephone calls, they go through more than 400 hours of training. This
training occurs in both a classroom setting and in a laboratory setting where employees practice
processing emergency calls using computers. Each employee also receives eight hours of ongoing
training each month. A 9-1-1 Operator must be able to make rapid decisions and have good
communication skills that will allow them to obtain critical information from callers. The position
is very stressful, and the pace can change at a moments notice.
Employees work shift work to provide coverage seven days a week, 365 days a year. A typical shift in
the Communications Center will have three 9-1-1 Operators, along with other personnel who actually
dispatch responding personnel, scheduled on duty at one time. During a "normal" twenty-four hour
period, the Communications Center will process more than a thousand telephone calls, of which
approximately 200 will be from the 9-1-1 system. All of these calls are handled by the 9-1-1
Operators who sort out which agency is needed, or what other agencies may be able to help a caller
who does not know which service is required for their problem.
All information is processed using high speed computer systems that track the status and disposition
of each call. There are several different computer systems available to the 9-1-1 Operator to help
obtain information on calls.
The ability to type quickly is critical, and entry level employees must be able to type at least 35
correct words per minute on a computer keyboard. To be eligible for employment, an applicant must
have a high school diploma and one year documented experience using computers plus one year
documented experience in dealing with the public.
For more information on this exciting job opportunity, you may contact:
Chief James T. Alfred
Plainville Police Department
157 South Street
Plainville, MA 02762
Phone: (508) 695-7115
Fax: (508) 643-0227
