At MASA, we deeply value the critical role dispatchers play in saving lives every day. Whether during a medical crisis, fire, or a law enforcement situation, 911 dispatchers work to ensure the effective and efficient delivery of emergency medical services (EMS) and the safety of the community.
911, what’s your emergency?
When a 911 call is made, the dispatcher is the first person to communicate with the caller, quickly assessing the situation, gathering essential information, and coordinating the appropriate emergency response. Dispatchers must remain calm under pressure, ready to handle the urgency and intensity of any situation.
Because 911 dispatchers play a vital role in coordinating EMS response, they must rely on quick thinking and multi-tasking, collecting accurate and detailed information from the caller to help minimize EMS response times. In a medical emergency, such as a heart attack or stroke, time is crucial, and dispatchers work to ensure that every moment counts.
How they work
911 dispatchers gather information quickly and accurately
911 dispatchers have to ask the right questions to determine the severity and nature of the emergency. Whether it’s a heart attack, a stroke, a car accident, or a fire, the dispatcher must gather relevant details like the location, the number of people involved, and any immediate hazards. This information is vital for emergency responders, as it allows them to prepare appropriately before arriving on the scene.
911 dispatchers provide life-saving instructions
Often dispatchers must provide essential instructions to the caller until help arrives. For example, in a medical emergency like a cardiac arrest, the dispatcher may guide the caller through performing CPR (Cardiopulmonary resuscitation) or using an AED (Automated External Defibrillator). This ability to offer real-time, life-saving advice can be the difference between life and death. Dispatchers are trained to offer clear, concise instructions, helping callers stay calm and take effective action.
911 dispatchers coordinate the emergency response
Dispatchers quickly notify the appropriate emergency services, whether that’s paramedics, firefighters, or law enforcement. They play a pivotal role in coordinating between multiple agencies, ensuring that help is dispatched immediately and that responders have the information they need. Dispatchers often track responders’ progress and update them with new information as it comes in.
Insight from a paramedic
Emergency medical service providers collaborate with dispatch centers to determine where to go next. Dispatch centers usually make phone calls to hospitals and other medical facilities. Dispatch might recommend or choose what medical center the EMS provider should head to, based on the severity of the injury or illness, geography, and other factors.
Ken Euler
Former lieutenant and paramedic
Vice President, MASA Group Benefit Sales
911 dispatchers must manage multiple calls
A typical shift for a 911 dispatcher can involve managing numerous emergency calls at once. During a major incident like a natural disaster or a large-scale accident, dispatchers may need to triage calls, prioritizing those that require immediate attention.
911 dispatchers stay calm under pressure
One of the most critical qualities of a 911 dispatcher is the ability to remain calm and focused, no matter how chaotic the situation may be. A 911 caller may be frantic, scared, or panicked, and the dispatcher’s role is to offer reassurance, while guiding them through difficult situations, and maintaining control of the conversation to ensure the information is gathered efficiently.
How MASA works with emergency services
You can rely on 911 dispatchers to support you and coordinate your care during an emergency situation, just like you can rely on MASA to be there for you after an emergency. Emergency transport coverage works by essentially covering the out-of-pocket costs associated with emergency ambulance transportation, meaning you call 911 in an emergency, receive treatment, and then submit the ambulance bill to MASA, regardless of your health insurance plan or whether the ambulance provider is in-network. We’ll be there for you with coverage and care services you can count on.
