https://urgentcomm.com/wp-content/themes/ucm_child/assets/images/logo/footer-new-logo.png
  • Home
  • News
  • Multimedia
    • Back
    • Multimedia
    • Video
    • Podcasts
    • Galleries
  • Commentary
    • Back
    • Commentary
    • Urgent Matters
    • View From The Top
    • All Things IWCE
    • Legal Matters
  • Resources
    • Back
    • Resources
    • Webinars
    • White Papers
    • Reprints & Reuse
  • IWCE
    • Back
    • IWCE
    • Conference
    • Special Events
    • Exhibitor Listings
    • Premier Partners
    • Floor Plan
    • Exhibiting Information
    • Register for IWCE
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Terms of Service
    • Privacy Statement
    • Cookies Policy
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • Mission Critical Technologies
    • Microwave/RF
    • T&D World
    • TU-Auto
  • In the field
    • Back
    • In the field
    • Broadband Push-to-X
    • Internet of Things
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Call Center/Command
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Network Tech
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Operations
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Regulations
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • Organizations
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
Urgent Communications
  • NEWSLETTER
  • Home
  • News
  • Multimedia
    • Back
    • Video
    • Podcasts
    • Omdia Crit Comms Circle Podcast
    • Galleries
    • IWCE’s Video Showcase
  • Commentary
    • Back
    • All Things IWCE
    • Urgent Matters
    • View From The Top
    • Legal Matters
  • Resources
    • Back
    • Webinars
    • White Papers
    • Reprints & Reuse
    • UC eZines
    • Sponsored content
  • IWCE
    • Back
    • Conference
    • Why Attend
    • Exhibitor Listing
    • Floor Plan
    • Exhibiting Information
    • Join the Event Mailing List
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Terms of Service
    • Privacy Statement
    • Cookies Policy
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • TU-Auto
  • newsletter
  • In the field
    • Back
    • Internet of Things
    • Broadband Push-to-X
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Cybersecurity
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
acc.com

Commentary Newsletters


911 sector needs to work on its image

911 sector needs to work on its image

How can anyone think that what goes on in a public-safety answering point isn’t a profession and, by extension, those who handle those tasks aren’t professionals?
  • Written by Urgent Communications Administrator
  • 4th May 2010

Last week, as I wandered the aisles of the National Academies of Emergency Dispatch conference in Orlando, Fla., I came across the Denise Amber Lee Foundation’s booth, where I spoke to Mark and Peggy Lee about legislation passed last week in Florida that would require 911 telecommunicators to become certified throughout the state. The foundation lobbied heavily for the bill’s passage. The reason is that Denise Lee, Mark and Peggy’s daughter-in-law, was abducted from her Florida home two years ago; her family alleges that mistakes made by 911 telecommunicators hindered search efforts. She was found in a shallow grave two days after she vanished.

I hadn’t spoken to the Lees in nearly a year, so I spent a fair amount of time with them. During our conversation, Peggy Lee described what the foundation had experienced and learned as it lobbied not only for the Florida legislation — which Gov. Charlie Crist is expected to sign into law — but also for federal legislation that would require 911 telecommunicators to be certified nationwide using criteria and training methods that would be consistent from state to state. One of the things that they learned, according to Peggy Lee, is that a pervasive attitude seems to exist amongst those in government that the role of 911 telecommunicator isn’t a profession.

This was not the first time I heard this, so I wasn’t shocked — but I was disturbed. How can anyone think that what goes on in a public-safety answering point isn’t a profession and, by extension, those who handle those tasks aren’t professionals? The PSAP is the hub of the first-responder wheel. Nothing happens until a 911 telecommunicator fields an emergency call and dispatches the proper personnel and equipment to the scene.

Part of the problem is that 911 telecommunicators in many states aren’t paid anywhere near what they’re worth. In some states, they’re paid as low as $8 an hour, I’ve been told. That’s ridiculous. I’m guessing that the kid who slaps together my Chicago-style hot dog makes about as much. But the difference between him and every 911 telecommunicator out there is that if the kid screws up my order by not adding the celery salt or by adding relish — egregious as those errors are — nobody dies. The same can’t be said for 911 call-takers and dispatchers. From where I sit, the fact that lives depend on the decisions they make and on how well they do their jobs automatically puts them in the category of professional.

This situation presents quite the Catch 22 for the 911 sector. There are those who won’t perceive telecommunicators as professionals until they’re paid like professionals. But that will require the funneling of more money to the sector — a task made much more difficult by the fact that some of those who control the purse strings don’t view 911 call-takers and dispatchers as professionals.

This is more evidence that the 911 sector needs to promote itself better. Just about the only time the sector is covered by the mainstream media is when there’s a snafu. That’s a shame, because the number of such incidents is dwarfed by the occasions when telecommunicators perform admirably, and even heroically. Lives are saved every day because they are able to think quickly, act decisively and make the correct decisions, all under enormous stress. It’s not a job that everyone can do, much less do exceedingly well. They deserve more respect, and they certainly deserve more pay and better training. Telling their stories is one way to get it for them — and to change an entirely unfortunate and erroneous perception in the minds of some.

What do you think? Tell us in the comment box below.

Tags: Commentary Newsletters Policy & Law Commentary

Most Recent


  • LTE and liability: Why the fire service must move forward with digital incident command
    The grief following a firefighter line-of-duty death (LODD) is beyond words. Fellow firefighters are devastated. Families are shattered. In the aftermath, questions arise about the circumstances: Was the loss preventable? What was the chain of actions leading to the catastrophe? Central to these questions is the role of incident command (IC), the command’s situational awareness, […]
  • Partnership and collaboration must be the foundation for emergency communications
    I’m from a little town in West Texas. As a Texan, I like getting straight to the point: I believe that emergency communications are a matter of national security. Because this message is so important, the Cybersecurity and Infrastructure Security Agency (CISA) has designated this April as the first-ever Emergency Communications Month. At CISA, we […]
  • FirstNet success means no hypothetical 'shots' need to be fired, Swenson says
    As public-safety officials today commemorate the 10-year anniversary of the FirstNet Authority being created, the deployment of the FirstNet nationwide public-safety broadband network (NPSBN) has proceeded well enough that no one needs to face a firing squad, according to former Authority board Chair Sue Swenson. “Save it for another time,” Swenson said during a recent […]
  • Show support for law enforcement on National Law Enforcement Appreciation Day
    This coming Sunday, January 9th, is National Law Enforcement Appreciation Day—a well-deserved day to thank and show support to law-enforcement officers for their dedication to duty and service to their local communities, as well as protecting the people who live and work in the communities. On behalf of L3Harris, a Florida-based company that provides critical […]

Leave a comment Cancel reply

To leave a comment login with your Urgent Comms account:

Log in with your Urgent Comms account

Or alternatively provide your name, email address below:

Your email address will not be published. Required fields are marked *

Related Content

  • Unlocking the power of ESInets: Different NG911 provisioning approaches exist; level of control is key differentiator
  • Redefining communications for today’s mobile workforces
  • Bridging digital divide by fostering digital inclusion and economic recovery
  • Public safety needs a better way to triage emergency calls

Commentary


LTE and liability: Why the fire service must move forward with digital incident command

  • 2
6th May 2022

Partnership and collaboration must be the foundation for emergency communications

18th April 2022

FirstNet success means no hypothetical ‘shots’ need to be fired, Swenson says

22nd February 2022
view all

Events


UC Ezines


IWCE 2019 Wrap Up

13th May 2019
view all

Twitter


UrgentComm

Dubai to use satellite IoT terminals for utility industry dlvr.it/SRB0Jn

27th May 2022
UrgentComm

VMware, airline targeted as ransomware chaos reigns dlvr.it/SR9gBZ

27th May 2022
UrgentComm

Artificial intelligence used to detect guns at schools dlvr.it/SR8wBY

27th May 2022
UrgentComm

Restrictions on Chinese imports hurting equipment vendors working in India dlvr.it/SR8sj7

27th May 2022
UrgentComm

Infrastructure improvements in cities often feature clean energy or connected technologies dlvr.it/SR8n7G

27th May 2022
UrgentComm

Panasonic Connect launches Toughbook 40 rugged laptop dlvr.it/SR5vl2

26th May 2022
UrgentComm

Newscan: ‘Predator’ spyware let government hackers break into Chrome and Android, Google says dlvr.it/SR2lBG

25th May 2022
UrgentComm

Malicious Python Repository Package drops Cobalt Strike on Windows, macOS & Linux systems dlvr.it/SR0Qb2

24th May 2022

Newsletter

Sign up for UrgentComm’s newsletters to receive regular news and information updates about Communications and Technology.

Expert Commentary

Learn from experts about the latest technology in automation, machine-learning, big data and cybersecurity.

Business Media

Find the latest videos and media from the market leaders.

Media Kit and Advertising

Want to reach our digital and print audiences? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • American City & County
  • IWCE
  • Light Reading
  • IOT World Today
  • Mission Critical Technologies
  • Microwave/RF
  • T&D World
  • TU-Auto

WORKING WITH US

  • About Us
  • Contact Us
  • Events
  • Careers

FOLLOW Urgent Comms ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookies Policy
  • Terms
Copyright © 2022 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.
This website uses cookies, including third party ones, to allow for analysis of how people use our website in order to improve your experience and our services. By continuing to use our website, you agree to the use of such cookies. Click here for more information on our Cookie Policy and Privacy Policy.
X