Public Safety Communications

Learning Outcomes

Upon successful completion of this subject the student will be able to:

1. Define the roles, responsibilities and qualities required of a Public Safety Communicator.
2. Demonstrate the information systems used in public safety communications, including the phonetic alphabet, the 24-hour clock, other terminology and equipment recognition.
3. Demonstrate effective telephone communications using active listening skills.
4. Compare different communication styles, including face to face vs. telephone or radio.
5. Demonstrate a variety of information gathering techniques used in emergency and non-emergency situations.
6. Explain how public safety calls are classified for service.
7. Demonstrate techniques for dealing with difficult callers.
8. Explain the principles of customer service and explain how liability may affect Public Safety Communicators.
9. Describe the importance of ethics in the public safety field.
10. Describe the effect of the media on Communication Centre operations and explain how to communicate effectively with the media.
11. Explain the importance of continued professional development in this quickly changing environment.

Sample Answer

Introduction to Public Safety Communications: Skills, Roles, and Professionalism

Introduction

Public safety communicators, often known as emergency dispatchers or telecommunicators, play a critical role in protecting public safety. They act as the vital link between people in need and emergency responders such as police, fire, and ambulance services. Their responsibilities go beyond simply answering calls; they must gather vital information, prioritise emergencies, and coordinate response efforts efficiently and accurately.

This essay provides an overview of the public safety communications profession, focusing on the skills, responsibilities, systems, and ethical standards required for success. It also explores how 911 systems, telephone and radio operations, and information gathering techniques are used to manage both emergency and non-emergency situations. In addition, it discusses the importance of customer service, professional development, and media interaction in the field. The goal is to demonstrate how public safety communicators maintain public trust, ensure safety, and perform under pressure in a dynamic and often stressful environment.

Roles, Responsibilities, and Qualities of a Public Safety Communicator

A public safety communicator’s main duty is to serve as the first point of contact for individuals in crisis. This includes handling 911 calls, gathering key details, and dispatching appropriate emergency services. Their responsibilities include:

• Answering and prioritising calls: This includes both emergency (life-threatening) and non-emergency situations.

• Accurate information collection: Using questioning techniques to gather information quickly and effectively.

• Dispatching emergency units: Coordinating with police, fire, or medical services.

• Monitoring responders: Ensuring field personnel are safe and updated.

Key personal qualities required include calmness under pressure, strong decision-making, attention to detail, and empathy. A good communicator must also be able to multitask, follow procedures, and demonstrate ethical integrity.

Information Systems and Terminology in Public Safety

Public safety communicators use several information systems and tools:

• Phonetic Alphabet: Used to spell names or addresses clearly (e.g., Alpha, Bravo, Charlie).

• 24-Hour Clock: Ensures clarity in time communication, avoiding confusion between AM/PM.

• Radio and Telephone Systems: Communicators must operate radio consoles, recording systems, and Computer-Aided Dispatch (CAD) systems.

Terminology is also vital for clear and consistent communication, including status codes, signal codes, and radio protocols.

Recognising equipment, such as radios, headsets, and monitoring systems, is part of operational readiness.

Effective Communication Techniques

Telephone Communication and Active Listening

Good communication starts with active listening, fully concentrating, understanding, and responding appropriately. Public safety communicators use active listening to:

• Calm distressed callers.

• Gain accurate information.

• Reassure and guide the caller through actions like CPR or evacuation.

Skills include using a calm voice, clear speech, and paraphrasing for confirmation.

Continued...