"Not everyone's cut out for this job."
"It takes a special kind of person to be a dispatcher."
"You either have what it takes or you don't."
Most emergency communications operators have heard phrases like these many times over their careers. In my experience, it was relatively easy to determine if a new operator would be successful in this profession or not. Especially in reference to 9-1-1, it was obvious when someone was too sensitive or took things too personally to be able to handle the amount of heartache coming in over the phones. It usually wasn't long before that person took a job in another part of the police department. Police communications is a tough job. It is stressful. You often experience the worst side of people. The environment involves shift work, excessive overtime and often personality conflicts internally and externally. In some places, operators are highly paid, while in others, the pay hardly covers the cost of gas to get to work. So who are the people succeeding in this line of work? Are they born to be dispatchers? Is it training that makes them a hot commodity and good at what they do? It appears to be a combination of factors that make a good person a great emergency communications operator.
Dispatcher by Birth
Numerous theories attempt to decipher if personality type is determined by heredity, environment or both. In my opinion, the latter of the three seems most likely. Who we are internally, including the way we process our reality, begins at birth. As we grew into adults, our reality changed and our perception of reality changed. Our personality and behaviors adapted and evolved. Each emergency communication operator brings to the floor specific personality traits that make them unique.
Greek philosophers were one of the first to label personalities. Four temperaments were established:
- melancholy
- sanguine
- phlegmatic
- choleric
"Many good dispatchers are born not trained," says Richard Mirgon, First Vice President of APCO. Sue Pivetta, founder of Professional Pride agrees, "I think (dispatchers) are already great."
"One of the things that is very key is life experiences," states Lt. Robert Graham, owner and lead instructor for Professional Dispatch Management. "You have to have enough life experience to know when a person is hostile, suicidal or a victim. And determine this without training whatsoever." But, is personality type the only factor that determines if a person will make it at the console? Looking around the radio room, at the variety of different people making the system work, I'd have to say no.
Honing the Skills
When I was a dispatcher, it was often noted how different I was from my best friend who also worked the console. I fell squarely into the Type A, Sanguine personality type while she was a softer, Type B, Melancholy. I was quick on my feet and didn't have a problem jumping into a situation with very little preparation. If a new detail came in, I would easily and comfortably learn how to handle the officers and the situation as I went along. My best friend on the other hand was more scrupulous and organized. She was most comfortable when she had an understanding of the situation and what was needed. She was meticulous.
Despite our differences in personality and how this affected our dispatching style, what we had in common was we were both good at our jobs. Our personalities allowed us to do the same job in very different ways but with positive results. Much of this ability can be attributed to training. Although he believes nature plays a role in making a good dispatcher, Mirgon adds, "Good training hones that skill set like a sharp sword. It puts them on the cutting edge." John Dejung, Assistant City Coordinator of 9-1-1 and 3-1-1 for the Minneapolis Emergency Communications Center agrees, "Dispatching is both an art and a science. Many dispatchers will have the temperament, the personality that covers the art part of it. They are quick on their feet, can multi-task and maintain calm. Then there is the science part. They don't know how to work the gear, don't know the procedures. Even someone good at winging it will not be good enough. They need to have the science part; the book learning part." Good training is essential to taking the positive attributes of a dispatcher's personality and utilizing them in a way that person becomes great at what they do. This honing can mean the difference between life and death to a citizen in crisis or an officer in the field.
Personality will always play a part in whether someone is successful in emergency communications. I have no doubt certain people are cut out to do this job. Others are better off doing something else. Initial and continuous training takes those with a compatible personality and creates an exceptional operator. What's most important is how you feel about the work you do and the effort you put into it. So, whether your ability is nature or nurture, if you keep a passion for your work you will always be the hottest thing at the console.
