The Case for 9-1-1 Operator Reclassification
It’s far from your typical call center job. Picking up the phone could mean guiding someone through delivering a baby, helping a caller stay safe from an intruder or directing them out of a burning building. Telecommunicators are the first point of contact in these urgent moments, and the National Emergency Number Association (NENA) estimates that they receive 240 million calls each year. Yet despite this lifesaving work, their official job classification fails to reflect the reality of the role. Recent legislation aims to change that. In our blog, we’ll discuss why reclassification matters and the positive changes it could bring to the field.
Key Legislation Transforming 9-1-1 Operator Classification
9-1-1 operators in the U.S. are nationally labeled as “Office and Administrative Support” despite the important role they play in the public safety field. Advocates believe that this designation does not accurately capture the lifesaving duties that telecommunicators perform.
The Enhancing First Response Act (S. 725) passed by the Senate in early September, aims to correct this outdated classification by recognizing 9-1-1 operators as public safety workers. Its companion bill, the 911 SAVES Act (H.R. 637), is currently making its way through the House of Representatives. Beyond reclassification, these bills would also mandate improvements to the nation’s emergency communications systems.
Shaping the Future of Emergency Communications
The value of this pending bill not only lies in changing the label of 9-1-1 operators to be more accurate, but in the opportunities that it can present for the telecommunications field as a result. Correcting the national designation of 9-1-1 operators could have positive impacts on workforce retention and funding opportunities, as well as improving public awareness of the field.
A Positive Impact on Workforce Recruitment and Retention
According to a 2023 study conducted by the International Academies of Emergency Dispatch (IAEDTM) and the National Association of State 911 Administrators
(NASNA), 9-1-1 centers across the U.S. had an average vacancy of 25%. Job stressors and unsatisfactory wages were the two main reasons cited for workers leaving the field. Reclassifying telecommunicators to the more fitting label of public safety workers could have a positive effect on these statistics.
The classification change would help clarify telecommunications as a respected career rather than a typical hourly job. As a fast-paced, high-stress occupation, not everyone can do it successfully, especially for an extended period of time. Designating 9-1-1 operators as public safety workers would better encapsulate the duties of the position and could help elevate the profession in the eyes of the public.
Advancing Careers and Compensation
One of the key issues that the telecommunications field faces is offering competitive compensation. 9-1-1 operator salaries fall well below those of first responders like police or firefighters. While the national labeling change won’t immediately affect the salaries of this role, it gives states stronger justification for wage increases and investments in telecommunications staff. Improvements to the pay scale of these roles could help encourage recruitment and drive more individuals to the field.
With this nationwide change there is also the hope that it would standardize processes within the occupation. There is currently no industry-wide federal certification for the role of 9-1-1 operator. Including telecommunications in the field of public safety could support efforts to standardize training for these positions, which could also have a positive impact on workforce retention. Outside of the call centers, improving training and support for operators helps create a stronger public safety response system that can better serve communities.
Expanding Access to Essential Funding
Recategorizing these positions at the national level opens them up to the same federal funding opportunities and resources available to first responders. National reclassification also paves the way for individual states to recategorize the job at the local level. As states begin to recognize 9-1-1 operators as public safety workers, emergency call centers (ECCs) and public safety answering points (PSAPs) would become eligible for increased state funding. These funds can help provide essential equipment and resources, offering better support for operators and supporting faster response times.
Currently, labeling telecommunicators as “Office and Administrative Support” excludes them from many mental health programs and compensation benefits offered to first responders. While these individuals may not be physically on the scene of an incident like a police officer or firefighter, 9-1-1 dispatchers have to listen to and often internalize many harrowing calls. The long hours and around-the-clock requirements of the role can also take a toll, stressors that often have a negative impact long-term. Reclassifying this position could provide opportunities for funding stronger mental health support both on the job and after retirement.
A Step Towards Greater Support
Emergency operators are the ultimate multitaskers. As the first line of contact when someone calls 9-1-1, they make split-second decisions to dispatch help where it’s needed most. The Enhancing First Response Act and the 911 SAVES Act push for more than just a title change. They represent long-overdue recognition of 9-1-1 operators as essential members of the public safety community. Through reclassification, we can build a stronger, more resilient emergency response system that better serves the professionals behind the calls and the communities that rely on them.
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