Calltakers

A calltaker is a person who answers emergency and non-emergency telephone calls to a public safety answering point (PSAP). They are typically the first point of contact in public safety communications and may work within a police, fire, or emergency medical services (EMS) agency. In some regions the role is also referred to as telecommunicator or dispatcher.

Duties and responsibilities include taking calls, quickly identifying the location and nature of the incident, collecting essential information about people and hazards, and determining the appropriate response. Calltakers provide pre-arrival instructions for callers when needed, such as CPR steps or bleeding control, and input call details into a computer-aided dispatch (CAD) system to deploy appropriate units. They may also coordinate with neighboring agencies, relay information to responders, monitor incident progression, and handle non-emergency inquiries like welfare checks or information requests.

Training and certification vary by country and jurisdiction but typically cover call taking, radio and CAD operations, patient care basics, and crisis de-escalation. Many programs offer emergency medical dispatch (EMD) or equivalent certifications, with ongoing quality assurance and continuing education to maintain proficiency in policies and technology.

Work environments are usually 24/7 operations within centralized PSAPs or dedicated dispatch centers. Calltakers work under high stress, processing multiple tasks while maintaining composure and clear communication. Language skills, cultural sensitivity, and the ability to manage emotionally charged conversations are important. Data privacy and public safety protocols govern handling of sensitive information.

Importance: Calltakers are a critical link in public safety, enabling rapid assessment, communications, and deployment of responders, and shaping outcomes for many emergency incidents.