Rarely seen but always heard, 911 dispatchers, call-takers and supervisors serve as critical lifelines between the public and members of the Philadelphia Fire Department during emergencies of all types, at all hours, at locations all across the city.
National Public Safety Telecommunicators Week, which runs from April 14-20, is a time to recognize the incredibly hard working employees in the Fire Communications Center (FCC) who handled about 583,000 calls last year — or nearly 1,600 per day.
“National Public Safety Telecommunicators Week acknowledges the unsung heroes in the emergency services system,” said PFD Chief Dispatcher Kelly Collins. “These men and women are committed to making a difference in the lives of the citizens they serve. I am truly grateful for each one of them.”
Often called “the first of the first responders,” full-time dispatchers in the PFD work 12-hour shifts on 14 days each month, with every other weekend off. On any given day, they could be assigned to manage either fire responses, EMS dispatches or 911 calls — so there’s never a dull moment.
Matthew Schoeniger, who has worked in the FCC for 11 years, said it’s rewarding to be able to help people on their worst days.
“You definitely have to be a patient person, you need to have empathy, and you need to be able to multi-task,” said Schoeniger.
Fire Capt. Paul McDevitt of Engine 19 said he never fully realized the scope of the job until he began working shifts in the FCC as a liaison to firefighters in the field.
“They have a ton of responsibility,” McDevitt said. “It’s amazing what they do.”
The Fire Department will start a new class of six dispatcher trainees on May 6. It’s an intense eight-week classroom course followed by eight weeks of on-the-job training. Within a year of graduation, the trainees become state-certified professional public safety telecommunicators.
The PFD expects to welcome two additional classes of trainees later this year. If you are interested in becoming a dispatcher, check the city jobs site for the civil service exam announcement for Police Communications Dispatcher Trainee. The Police and Fire Departments use the same exam.