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Public Safety Telecommunicators

SOC 43-5031.00Job Zone 2 · Some Preparationv.26.05

Context coveredThis framework covers public safety telecommunications work performed in 911 answering points and dispatch centers, spanning emergency call intake, multi-agency coordination, radio monitoring, GIS-assisted location verification, and center leadership.

Sources:O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.SkillsCrosswalkSkillsCrosswalk — O*NET enrichment + adjacency index. Opens in new tab.
Emerging
Entry / Apprentice
  1. Incoming emergency telephone calls — receive and log under direct supervisor guidance in a public safety answering point.
  2. Caller location and problem nature — identify by asking scripted questions during supervised shifts at a dispatch center.
  3. Basic radio frequencies — monitor and report activity to a senior dispatcher during structured on-the-job training.
  4. Emergency and non-emergency call types — distinguish and categorize following established classification protocols in a 911 center.
  5. Call details and dispatch records — enter accurately into a computer-aided dispatch system under close supervision.
  6. Small-scale maps and computer-screen location data — read and interpret with guidance to assist callers seeking directions.
  7. Standard dispatch procedures — follow step-by-step when relaying initial information to responding units during training shifts.
  8. Pre-approved emergency medical instructions — deliver verbatim to callers as directed by certified protocol cards and a supervising dispatcher.
  9. Office suite and word processing software — use to complete basic administrative forms and shift documentation in the communications center.
  10. Active listening skills — apply to capture essential caller information accurately during low-complexity calls under direct oversight.
Developing
Mid-level / Established
  1. Multi-line emergency telephone system — manage independently during routine shifts, routing police, fire, and EMS calls with minimal oversight.
  2. Caller questioning techniques — apply consistently to assess caller location and emergency nature and determine appropriate response type.
  3. Dispatch priority levels — evaluate and assign for common incident types in accordance with departmental procedures without supervisory prompting.
  4. Radio communications across public works, school security, and civil defense frequencies — monitor simultaneously and synthesize developing situational information.
  5. Emergency medical pre-arrival instructions — provide calmly and accurately to distressed callers while coordinating unit dispatch in parallel.
  6. Computer-aided dispatch and helpdesk software — operate proficiently to record call details, track unit status, and retrieve incident histories.
  7. Geographic information system tools — use to confirm caller locations, cross-reference addresses, and relay accurate directions to field units.
  8. Information relay between emergency sites, law enforcement agencies, and notification groups — execute efficiently using radio and mobile messaging platforms.
  9. Stress and high call-volume periods — manage personal self-control and maintain accuracy of data entry and verbal communication throughout.
  10. Written incident logs and shift reports — compose clearly and completely in compliance with records retention standards at the dispatch center.
Proficient
Senior / Expert IC
  1. Complex multi-agency incidents — coordinate communications independently, prioritizing simultaneous calls and dispatching units across police, fire, and EMS disciplines.
  2. Non-routine or rapidly escalating emergencies — assess with sound judgment and adjust response priorities in real time without supervisory direction.
  3. Caller demeanor and emotional state — interpret through social perceptiveness to adapt communication style and extract accurate information under high stress.
  4. Advanced map reading and GIS screen data — apply to resolve ambiguous location information and provide precise directions during active emergencies.
  5. Full-scope radio network monitoring — maintain selective attention across multiple frequencies to detect pattern changes and anticipate resource needs.
  6. Emergency medical protocol delivery — execute with clinical confidence for complex medical scenarios, guiding callers through CPR and other life-safety interventions.
  7. Interagency information relay protocols — manage end-to-end to ensure accurate and timely notification of law enforcement, hospitals, and emergency management officials.
  8. Database and document management software — leverage to retrieve prior incident records, support investigations, and ensure data integrity across shift handoffs.
  9. Inductive and deductive reasoning — apply to identify connections between separate incoming calls that may indicate a larger or developing public safety event.
  10. Departmental policies and applicable law and government regulations — interpret and apply correctly when handling sensitive, legally significant, or escalated incidents.
Advanced
Lead / Principal / Executive
  1. Dispatch center training curriculum — design and deliver to onboard new telecommunicators, aligning instruction with current public safety standards and certification requirements.
  2. Operational protocols and standard operating procedures — author, review, and revise to reflect regulatory changes, after-action findings, and evolving best practices.
  3. Center-wide quality assurance program — lead by monitoring call recordings, evaluating performance metrics, and coaching staff toward measurable improvement.
  4. Multi-agency communication plans for large-scale emergencies — develop and exercise in coordination with law enforcement, fire, EMS, and emergency management leadership.
  5. Technology acquisition decisions — guide by assessing CAD systems, GIS platforms, and telecommunications infrastructure against organizational capacity and public safety mission needs.
  6. Departmental performance data and trend reports — analyze and present to city leadership and oversight bodies to support staffing, budget, and policy decisions.
  7. Organizational stress-tolerance and wellness culture — champion by implementing peer-support programs and resilience resources within the communications center.
  8. Mutual aid communication agreements — negotiate and operationalize with neighboring jurisdictions to ensure seamless interoperability during regional incidents.
  9. Accreditation and compliance processes — oversee by ensuring the center meets national public safety communications standards and maintains required certifications.
  10. Strategic workforce development plans — formulate to address succession needs, skill gaps, and retention challenges across all levels of the telecommunications unit.

AI-at-Work Competency Framework

Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.
Subscriber feature

Authoritative source data identified for 998 occupations

How a worker at each mastery level uses, directs, and evaluates AI tools in this occupation. Each statement cites its evidence inline; click a citation chip to verify the source.

Emerging
  1. AI-assisted call logging — uses AI-suggested text templates to draft initial incident reports and non-emergency call notes, reviewing each entry before submission Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  2. Basic dispatch tool orientation — navigates AI-integrated CAD (Computer-Aided Dispatch) interfaces to surface pre-populated unit recommendations, confirming each selection against supervisor guidance WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Developing
  1. Caller location inference support — consults AI-flagged address suggestions and cross-referenced geodata to narrow down ambiguous caller locations, while applying own judgment to resolve conflicts Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. Priority triage prompting — uses AI-generated incident priority scores as a secondary reference during multi-call surges, overriding automated rankings when situational context contradicts the output Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  3. Pre-arrival instruction retrieval — queries an AI knowledge base to surface protocol-specific medical pre-arrival instructions, then delivers those instructions directly to the caller using active listening and plain language WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Proficient
  1. Real-time incident relay augmentation — directs AI-assisted transcription tools to capture inter-agency radio traffic and flag key status changes, freeing cognitive bandwidth for coordinating simultaneous emergencies Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. Multi-channel workload orchestration — assigns routine non-emergency and after-hours inquiry responses to AI-drafted message queues, reserving direct human communication for calls requiring social perceptiveness and de-escalation Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  3. Automated alert filtering — evaluates AI-sorted alarm signals to distinguish false activations from genuine emergencies, applying established dispatch procedures to confirmed events without relying solely on AI confidence scores Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  4. Time-sensitive documentation — leverages the AI-accelerated documentation workflow to compress post-call report writing, reclaiming bandwidth during high-volume shifts where the occupation realizes substantial time savings Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Advanced
  1. AI system performance oversight — monitors accuracy and bias patterns in AI-assisted dispatch recommendation tools across shift cycles, escalating systematic errors to technology coordinators and updating local protocol overrides accordingly Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  2. Cross-agency AI integration leadership — coordinates with law enforcement, fire, and EMS supervisors to standardize AI-augmented relay and notification workflows, ensuring human authority over critical resource-allocation decisions is explicitly preserved in all SOPs WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  3. Edge-case escalation protocol design — develops triage rules for scenarios where AI autonomy is insufficient—such as mass-casualty events or hostile-caller situations—defining clear handoff criteria that keep AI in a supporting, not decision-making, role Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Evidence pack
AEI usage
Task observations: 214
Augment share: 21.4%
Time saved: 90.7%
AI autonomy: 3.13
SAFI positioning
Top skill: Active Listening
Score: 42.2 / 100
Quadrant: Q2_ai_augmented
precision: exact
WEF cluster
Human-Technology Interaction
human_technology_interaction
Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.

Pathsmith Durable Skills Framework

Sources:Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Subscriber feature

Ten durable-skill domains mapped to four proficiency/role levels for each occupation. Each statement is aligned to the Pathsmith taxonomy, derived from trusted grounding data and mapped to occupation-specific O*NET tasks and skills.

1Communication10 statements
Emerging
  1. Caller intake language — uses standardized scripted questions to gather caller name, location, and nature of emergency during low-complexity calls Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Radio transmission basics — transmits brief, clear messages over dispatch radio using correct protocol terminology in supervised conditions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Multi-caller questioning — adjusts spoken questioning sequence based on caller distress level and coherence to extract actionable location and incident data Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Cross-agency relay — conveys incident details accurately to law enforcement, fire, and EMS units via radio and phone with minimal repetition required O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Written log entry — records call details, dispatch actions, and message content in CAD system using complete and accurate language O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Pre-arrival instruction delivery — provides calm, step-by-step emergency medical instructions to panicked callers while simultaneously coordinating dispatch on secondary channel Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Incident narrative clarity — composes accurate, chronologically ordered incident records that support after-action review and legal documentation requirements O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Direction communication — reads and interprets map and GIS data to deliver precise location directions to callers and field units under time pressure O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Telecommunicator communications mentorship — coaches new dispatchers on caller de-escalation language, radio brevity, and documentation standards through observed call review sessions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Multi-agency broadcast coordination — leads real-time communications across law enforcement, fire, EMS, and public works channels during large-scale incidents with zero critical information loss Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
2Leadership7 statements
Emerging
  1. Shift task awareness — follows dispatcher-in-charge direction during busy periods and asks clarifying questions before acting independently on non-routine calls Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Peer support initiation — alerts supervisors to emerging caller volume spikes or equipment issues and assists colleagues with overflow queues without being asked Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Protocol adherence modeling — demonstrates consistent use of established call-handling procedures in ways that orient new staff to expected standards Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Incident priority leadership — independently determines response priority rankings across simultaneous incidents and directs field unit deployment in accordance with jurisdiction protocols Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Queue management ownership — takes responsibility for workload redistribution across the dispatch floor during multi-incident surges, ensuring no critical call goes unaddressed Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Dispatch center leadership — serves as dispatcher-in-charge during major incidents, coordinating staff assignments, escalation decisions, and inter-agency communication flows Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Policy development contribution — leads review of call-handling and dispatch protocols after critical incidents, proposing evidence-based procedural improvements to supervisors Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
3Metacognition8 statements
Emerging
  1. Post-call self-review — identifies one specific communication or procedure gap in completed calls when prompted by a training debrief Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Cognitive load recognition — acknowledges when simultaneous call and radio demands exceed current skill level and requests supervisor support Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Error pattern tracking — notices recurring personal mistakes in CAD data entry or radio protocol and adjusts behavior after review of call logs Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Stress-state awareness — recognizes personal signs of cognitive overload during high-volume shifts and applies learned attention management techniques to restore performance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Call complexity calibration — selects the appropriate questioning strategy before engaging a caller based on rapid assessment of call type, caller behavior, and available units Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Learning transfer reflection — connects formal training content to real call scenarios and identifies specific areas requiring additional practice without supervisor direction Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Metacognitive mentorship — guides developing telecommunicators to examine their own decision-making patterns during call debriefs, building their capacity for independent self-correction Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Performance model refinement — evaluates own dispatch decision trees across incident types and revises personal mental models to improve future response speed and accuracy Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
4Critical Thinking8 statements
Emerging
  1. Call classification basics — applies dispatch decision trees to categorize incoming calls as emergency or non-emergency based on caller-stated information Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Information verification — cross-checks caller-provided address against CAD mapping data before confirming dispatch location O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Conflicting information analysis — identifies discrepancies between caller description and prior incident data in CAD and asks targeted follow-up questions to resolve ambiguity Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Resource priority reasoning — weighs unit availability, incident severity, and geographic proximity to determine optimal dispatch sequencing during multi-call periods Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Evolving incident reassessment — continuously re-evaluates incident priority as new radio and caller information arrives, adjusting resource deployment in real time Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. False alarm evaluation — applies established criteria and caller behavior analysis to distinguish genuine emergencies from accidental or fraudulent activations before dispatching units Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Complex incident logic — synthesizes information from multiple simultaneous radio frequencies, CAD records, and caller inputs to build an accurate operational picture during large-scale emergencies Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Protocol gap identification — critically evaluates existing dispatch decision criteria against real incident outcomes and presents reasoned recommendations for procedural revision Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
5Collaboration8 statements
Emerging
  1. Shift handoff participation — relays open call and unit status information to oncoming shift dispatcher using established handoff format Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Team frequency monitoring — monitors secondary radio channels assigned to public works and school security and reports relevant activity to colleagues without prompting O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Inter-agency coordination — relays complete and timely incident information to law enforcement, fire, and EMS dispatchers at neighboring agencies during mutual-aid activations Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Floor-level peer support — assists a colleague managing an overflow call queue by taking secondary dispatch duties while maintaining own primary responsibilities Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Multi-discipline incident teaming — coordinates simultaneously with police, fire, and EMS field supervisors during a complex incident, ensuring each agency receives accurate and relevant information Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. CAD data sharing — enters and updates incident records in shared CAD system with precision so all shift members and field units operate from a common, accurate information picture O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Regional coordination leadership — serves as primary liaison between dispatch center and regional mutual-aid partners during mass-casualty or multi-jurisdictional events, managing information flow across all parties Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Collaborative training design — partners with field agency trainers to develop joint dispatch and response exercises that improve shared situational awareness across disciplines Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
6Character8 statements
Emerging
  1. Caller confidentiality adherence — handles sensitive personal and incident information shared by callers in strict accordance with agency privacy and data security policies Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Punctuality and reliability — arrives at workstation on time and maintains full shift presence, recognizing that dispatch coverage gaps create public safety risk Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Bias-neutral call handling — responds to all incoming calls with consistent professionalism regardless of caller demographics, incident type, or prior call history Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Error accountability — acknowledges documentation or dispatch errors promptly to supervisors and takes corrective action without minimizing or deflecting responsibility Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Ethical dispatch consistency — applies resource prioritization criteria equitably across all incident types, rejecting preferential treatment pressure from field units or supervisors Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Caller dignity maintenance — treats distressed, intoxicated, or combative callers with consistent respect while efficiently extracting the information needed to dispatch appropriate resources Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Integrity modeling — demonstrates and articulates ethical standards in dispatch decision-making in ways that influence peer and trainee behavior across the shift Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Whistleblower courage — reports observed protocol violations or data integrity breaches through appropriate channels despite potential interpersonal or professional consequences Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
7Creativity7 statements
Emerging
  1. Alternative questioning — generates a different phrasing of a standard intake question when a caller fails to understand the initial wording Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Caller engagement problem-solving — develops an alternate communication approach when a distressed or non-English-dominant caller cannot follow standard scripted instructions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Resource workaround identification — proposes an alternative unit deployment when primary resources are unavailable, drawing on knowledge of mutual-aid agreements and geography Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Adaptive incident management — improvises a workable dispatch strategy for an incident type not covered by existing protocols, using reasoning from analogous scenarios Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Training scenario creation — designs realistic call simulation exercises based on actual incident patterns to close identified skill gaps in trainee cohorts Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Protocol innovation — authors new call-handling decision pathways for emerging incident types, such as drone intrusion or mass-digital emergency reports, drawing on cross-domain knowledge Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Technology integration ideation — identifies and proposes creative uses of existing CAD, mapping, or alerting technology to improve dispatch speed or accuracy during novel event types Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
8Growth Mindset8 statements
Emerging
  1. Training receptivity — accepts supervisor correction on call-handling technique without defensiveness and applies feedback on the next eligible call Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Skill gap acknowledgment — identifies personal areas of weakness in map reading or radio protocol and requests additional practice opportunities Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Incident debrief utilization — reviews recordings of own handled calls after critical incidents to identify improvement opportunities and applies findings to subsequent shifts Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Certification pursuit — enrolls in additional telecommunicator certifications or continuing education modules beyond minimum agency requirements Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. High-volume shift resilience — treats exceptionally demanding shifts as skill-building opportunities, analyzing what worked and what did not across call-handling and dispatch decisions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Cross-training engagement — actively learns the dispatch protocols of adjacent disciplines, such as fire or EMS, to improve coordination effectiveness and professional breadth Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Continuous improvement culture building — creates a shift-level norm of post-incident learning by facilitating voluntary call review discussions and celebrating peer improvement publicly Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Field feedback integration — systematically solicits performance input from field responders and incorporates actionable findings into personal and team dispatch practice Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
9Mindfulness8 statements
Emerging
  1. Attention anchoring — uses structured intake scripts as an attention management tool to stay focused on critical caller information during high-noise dispatch floor conditions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Emotional recognition — identifies personal emotional reactions to distressing calls, such as pediatric emergencies, and uses brief grounding techniques before taking the next call Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Sustained attention management — maintains accurate multi-channel monitoring across radio frequencies and CAD screens throughout a full eight-to-twelve hour shift without critical attention lapses Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Caller emotion regulation — remains personally calm and intentional in tone when handling callers who are screaming, crying, or verbally aggressive, preventing emotional contagion from affecting response quality Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Intentional task switching — transitions deliberately between simultaneous call-handling, radio monitoring, and CAD entry tasks without losing critical information from any active stream Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Secondary traumatic stress management — applies post-shift mental recovery strategies to process exposure to violent or fatal incidents, maintaining long-term occupational wellbeing Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Mindfulness culture promotion — introduces structured post-critical-incident stress defusing practices to the dispatch team and advocates for peer support program expansion with agency leadership Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Attention model demonstration — coaches developing telecommunicators on specific attention management and emotional regulation techniques grounded in observed high-complexity call performance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
10Fortitude8 statements
Emerging
  1. Distressing call completion — handles a call involving serious injury or death to completion using scripted protocol support, despite personal discomfort Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. High-volume persistence — maintains required call-handling and documentation standards during an unexpectedly busy shift without requesting early relief Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Sustained multi-incident endurance — processes a continuous stream of simultaneous emergency calls over an extended period without a measurable decline in accuracy or response time Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Post-error recovery — returns to full performance capacity immediately after a dispatch error, setting aside self-criticism to meet the demands of active incoming calls Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Mass casualty event endurance — maintains precise, coordinated dispatch operations across law enforcement, fire, and EMS channels throughout the full duration of a mass-casualty incident Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Chronic stress resilience — sustains reliable performance quality across months of rotating shifts, repeated trauma exposure, and understaffed conditions without significant output degradation Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Crisis anchor role — serves as the stabilizing dispatch presence during a catastrophic or unprecedented event, maintaining composure and operational command when other staff are overwhelmed Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Peer fortitude support — recognizes signs of burnout or acute stress in shift colleagues and takes deliberate supportive action, including supervisor escalation, to prevent performance failure and protect team wellbeing Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Sources:Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Show O*NET source anchors62 anchors · skillscrosswalk.com

O*NET enrichment · skillscrosswalk.com

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Source anchors that ground each statement

Related titles
911 Dispatcher · 911 Emergency Dispatcher · 911 Emergency Services Dispatcher · 911 Operator · 911 Telecommunicator · Alarm Operator · Ambulance Dispatcher · Call Person · Call Taker · Communications Dispatcher · Communications Officer · Communications Operator
RAPIDS apprenticeships
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O*NET skills
Active ListeningSpeakingSocial PerceptivenessCoordinationService OrientationCritical ThinkingReading ComprehensionJudgment and Decision MakingComplex Problem SolvingActive LearningMonitoringPersuasionWritingInstructing
Knowledge domains
Public Safety and SecurityLaw and GovernmentEnglish LanguageTelecommunicationsCustomer and Personal ServiceGeographyCommunications and MediaComputers and ElectronicsAdministrativeEducation and TrainingPsychologyPersonnel and Human ResourcesTherapy and CounselingAdministration and Management
Abilities
Oral ExpressionOral ComprehensionSpeech ClarityProblem SensitivitySpeech RecognitionSelective AttentionWritten ComprehensionDeductive ReasoningInformation OrderingInductive Reasoning
Work styles
Stress ToleranceSelf-ControlDependabilityIntegrityAttention to DetailCautiousness
Technology
Data base user interface and query softwareHelpdesk or call center softwareOffice suite softwareGeographic information systemMobile messaging service softwareSpreadsheet softwareElectronic mail softwarePresentation softwareDocument management softwareWord processing software
Tasks · seed anchors for statements
  1. Provide emergency medical instructions to callers.
  2. Question callers to determine their locations and the nature of their problems to determine type of response needed.
  3. Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
  4. Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information, and after-hours calls for departments within a city.
  5. Relay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification.
  6. Record details of calls, dispatches, and messages.
  7. Monitor various radio frequencies, such as those used by public works departments, school security, and civil defense, to stay apprised of developing situations.
  8. Read and effectively interpret small-scale maps and information from a computer screen to determine locations and provide directions.
CIP education codes
01.010601.820101.820201.820301.820451.0705

Sources: O*NET v30.2 (CC BY 4.0), SkillsCrosswalk.com, LER.me, Anthropic Economic Index, SAFI (Jadhav & Danve, 2026), WEF Skills Taxonomy 2021, Pathsmith Durable Skills Framework. © 2026 EBSCOed.