NENA Urges Revised Classification for 911 Dispatchers

The government should classify public safety telecommunicators (PSTs) and dispatchers as in a protective service occupation, “the same as police officers and other public safety professionals,” and avoid putting PSTs in the same occupational classification as secretaries and office clerks, the National Emergency Number Association said in comments filed Monday with the Office of Management and Budget. NENA said the job of dispatchers has changed markedly in the past 50 years. “Unlike commercial dispatchers, PSTs have constant direct contact with callers experiencing stressful and even traumatic events,” the group said in docket BLS-2024-001. “It is not uncommon for PSTs to hear an officer’s screams ... to hear the shot when a caller commits suicide, or to calm a frantic mother while coaching her to stop the massive bleeding of an injured child,” NENA said: “These frequent traumatic contacts require a different skill set, a different mindset, and a fundamentally different stress management regime than that required to dispatch commercial transportation vehicles.”