April 2020 Blues Vol 36 No 4

The role of the 911 operator
in COVID-19 response
It is critical that agencies prepare, educate and train
dispatchers to evaluate the signs and symptoms of
COVID-19
By Danny Hobbs
IVOLVE PSAP PERSONNEL ing they will have answers or
When public health emergencies
WHEN PREPARING YOUR RE- provide the help that the caller
threaten our communities SPONSE TO A PUBLIC HEALTH needs. It is reassuring to the call-
and pose special challenges, like EMERGENCY
er to hear a calm, professional
the current COVID-19 pandemic, Dispatchers are trained and and confident voice on the other
the first responder family, including
certified in multiple baseline core end of the telephone.
law enforcement, fire, EMS competencies to ensure that the Ideally, 9-1-1 PSAP centers
(IAED) about COVID-19.
patcher healthy and free from threat. This will help in provid-
and 9-1-1 telecommunicators, public receives expertise and should implement enhanced
The public safety dispatcher COVID-19 is extremely important.
ing the most professional and
must prepare their response. professionalism when communicating
screening of emergency medical
plays a major continuous role
Since 9-1-1 PSAP centers are efficient service to the citizens
In addition to their normal daily
with the 9-1-1 PSAP cen-
callers for signs, symptoms, and
in the communication process, normally located in a confined while increasing the safety of
duties, agencies must prepare, ter. Dispatchers are the starting risk factors of COVID-19. Dispatchers
since dispatchers are a key infor-
space and dispatchers work first responders.
educate and train their first responders
point to the important work of
should report potential
mation link between citizens and close to each other, it becomes A dispatcher’s job is very
on evaluating medically obtaining essential information, COVID-19 information to re-
first responders. All first respond-
particularly important to follow stressful, demanding and can
related signs and symptoms of remaining calm, and calming sponders so they can take proper
ers rely on their communication the CDC guidelines:
be physically and emotionally
COVID-19, how to protect themselves
others while sending the appro-
precautions upon the responder’s
with the public safety dispatcher •Train staff on infection control. draining. Take time to recognize
and others from catching priate responders. They may also arrival to an event.
during multiple points of a call. •Cover coughs. Consider wear-
their hard work. Include the pub-
or spreading the coronavirus, provide instructions to the caller,
One primary responsibility of the ing a medical face mask during lic safety dispatcher who partic-
and what to do if someone is
that in many instances, are REMAIN CURRENT ON COVID-19
dispatcher is to relay coordinat-
shifts.
ipated in a critical event in the
sick with COVID-19.
essential to stabilizing or saving GUIDANCE
ed communication between field •Frequently wash hands and/or after-action debriefing to gain
But who is the first person a life.
Relaying information concerning
personnel, medical and health-
use hand sanitizer.
their perspective and pertinent
on the front line coordinating Involving 9-1-1 PSAP personnel
a potential COVID-19 patient
care facilities, media, or other •Disinfect console and related information about how the event
the emergency responses? The in the agency’s initial preparation
should be in accordance with
local and state resources. Ef-
surfaces before and after each began.
public initiates most calls for
for responding to public established regulations on how
fective communication is a vital shift.
Public safety dispatchers are
assistance through 9-1-1 Public health emergencies is essential
to share patient-related infor-
component of event operations. •Disinfect headsets.
an invaluable part of the first re-
Safety Answering Points (PSAPs),
in protecting the health and mation. All 9-1-1 PSAP centers
Dispatchers must provide the first Agency leaders must keep sponder family. Dispatcher work-
whether the service request is safety of the first responders and must remain up to date on how
responders with concise, accurate
the public safety dispatcher loads will increase during this
based on a potential COVID-19 the citizens. Regardless of the to share information and instructions
information.
aware of any changes to call COVID-19 pandemic, and staff
response or an everyday service type of emergency or perceived
communicated from
type priorities or calls requiring sizes will most likely diminish as
need. The public safety telecommunicator
emergency, citizens call the the Centers for Disease Control
PROTECT DISPATCHERS PHYSI- dispatching an officer due to the employees and/or their families
(dispatcher) is the one 9-1-1 PSAP center to speak with (CDC) and International Acad-
CALLY AND EMOTIONALLY rapidly changing face of public become ill. A health threat for
answering those calls.
a dispatcher for comfort, trustemies
of Emergency Dispatch
Keeping the public safety dis-
safety because of the COVID-19 one is a health threat for all.
30 The BLUES POLICE MAGAZINE The BLUES POLICE MAGAZINE 31