A fact that most Americans aren’t aware of and would probably be considered surprising is that 911 telecommunicators – or dispatchers – are classified as clerical workers by the federal government.
A pair of legislators have introduced a bill to the U.S. House that would change that, and give 911 call-takers status similar to that of emergency responders like firefighters, police officers and ambulance crew members. The “911 Supporting Accurate Views of Emergency Services Act” (911 SAVES) was introduced March 7 by Rep. Brian Fitzpatrick (R-Penn.) and Rep. Norma Torres (D-Calif.).
Fitzpatrick is a former FBI special agent and federal prosecutor, while Torres is a former 911 dispatcher.
“After more than 17 years as a 911 dispatcher,” Torres said, “I know firsthand the challenges our public-safety dispatchers face, the stress they are put under and the critical importance of their work. Without dispatchers, law enforcement, firefighters and EMTs wouldn’t be able to do their jobs.”
Texas County 911 assistant director Terra Culley said there’s stark difference between what 911 dispatchers and clerical workers do.
“Clerical is often equated with secretaries, but secretaries take a message and pass it along,” Culley said. “You’re not going to call a secretary when your child is choking or your house is on fire, you’re going to call 911 dispatch. We’re actually literally first responders who are on scene first by hearing it.
“We may not see it, but we hear it all.”
The issue is that being classified as clerical workers separates 911 telecommunicators from resources and benefits other first responders have access to, like retirement age, insurance coverage for Post Traumatic Stress Syndrome (PTSD) and more.
“We may not see things, but we may be on the phone with the child hiding in the closet because mom and dad are fighting again or the suicidal caller and hear the gunshot go off,” Culley said. “PTSD is very much alive in 911 dispatching. It’s on the rise because there are just more calls and more violence that has to be dealt with.”
“The stress can be immense,” said Texas County 911 director Susan Hale. “It’s a totally different ballgame than clerical.”
REP. BRIAN FITZPATRICK
Culley said the 911 SAVES Act would also provide dispatchers with the respect they deserve, as they’re professionals who must complete a great deal of training and earn certification before performing their jobs.
REP. NORMA TORRES
“It’s about placing them on the level of what they do,” Culley said. “We don’t go out and touch or bandage people, but we literally helping people save themselves, or somebody else, until the right responder gets there.”
The 911 SAVES Act has been applauded by Jamison Peevyhouse, president of the National Emergency Number Association (NENA). It’s a “zero-cost” measure, with no tax increase or any other expenditure involved.
“Any time something happens with 911, people think they’re going to pay,” Hale said. “This is not like that. As Jamison Peevyhouse said, ‘we urge all member of Congress to support this non-partisan, cost-free measure that reflects the respect and support the American public has for its 911 professionals.’”
Culley has set up a link on the Texas County 911 Facebook page that allows people to write to their congressman or representative in support of the act.
For more information, call Hale or Culley at 417-967-5309.