What is the definition of a 911 Public Safety Telecommunicator and why does it matter?
In order to understand the weight and importance of the recognizing 911 Public Safety Telecommunicators as First Responders, we first have to define what that title even means.
At the STATE Level:
The State of Florida defines a 911 Public Safety Telecommunicator as “a public safety dispatcher or 911 Operator whose duties and responsibilities include the answering, receiving, transferring, and dispatching functions related to 911 calls; dispatching law enforcement officers, fire rescue services, emergency medical services, and other public safety services to the scene of an emergency; providing real-time information from federal, state, and local crime databases; or supervising or serving as the command officer to a person or persons having such duties and responsibilities. However, the term does not include administrative support personnel, including, but not limited to, those whose primary duties and responsibilities are in accounting, purchasing, legal, and personnel (FSS 401.465 (1)(a)).”
At the FEDERAL level:
The United States Bureau of Labor Statistics categorizes different occupations for the “purpose of collecting, calculating, or disseminating data.” They state that in order to facilitate classification, “detailed occupations are combined to form 459 broad occupations, 98 minor groups, and 23 major groups.”
The United States Bureau of Labor Statistics 2018 SOC Manual describes the occupation of a Public Safety Telecommunicator as the following:
Operate telephone, radio, or other communication systems to receive and communicate requests for emergency assistance at 9-1-1 public safety answering points and emergency operations centers.
Take information from the public and other sources regarding crimes, threats, disturbances, acts of terrorism, fires, medical emergencies, and other public safety matters.
May coordinate and provide information to law enforcement and emergency response personnel.
May access sensitive databases and other information sources as needed.
May provide additional instructions to callers based on knowledge of and certification in law enforcement, fire, or emergency medical procedures.
The US BLS SOC claims that “detailed occupations in the SOC with similar job duties, and in some cases skills, education, and/or training, are grouped together.” The US BLS has grouped Public Safety Telecommunicators into the category “43-0000 OFFICE AND ADMINISTRATIVE SUPPORT OCCUPATIONS” along with:
43-1011 First-Line Supervisors of Office and Administrative Support Workers: Directly supervise and coordinate the activities of clerical and administrative support workers. Illustrative examples: Clerical Supervisor, Payroll Supervisor, Teller Supervisor
43-2011 Switchboard Operators, Including Answering Service: Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages. Illustrative examples: Private Branch Exchange Operator, Telephone Answering Service Operator, Telephone Switchboard Operator.
43-2021 Telephone Operators: Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls. Illustrative examples: Directory Assistance Operator, Information Operator, Long Distance Operator.
43-2099 Communications Equipment Operators: All Other All communications equipment operators not listed separately. Illustrative examples: Radio Operator
43-3011 Bill and Account Collectors: Locate and notify customers of delinquent accounts by mail, telephone, or personal visit to solicit payment. Duties include receiving payment and posting amount to customer’s account, preparing statements to credit department if customer fails to respond, initiating repossession proceedings or service disconnection, and keeping records of collection and status of accounts. Illustrative examples: Collection Agent, Debt Collector, Repossessor.
43-3021 Billing and Posting Clerks: Compile, compute, and record billing, accounting, statistical, and other numerical data for billing purposes. Prepare billing invoices for services rendered or for delivery or shipment of goods. Excludes “Medical Records Specialists” (29-2072). Illustrative examples: Invoice Control Clerk, Statement Processor.
43-3031 Bookkeeping, Accounting, and Auditing Clerks: Compute, classify, and record numerical data to keep financial records complete. Perform any combination of routine calculating, posting, and verifying duties to obtain primary financial data for use in maintaining accounting records. May also check the accuracy of figures, calculations, and postings pertaining to business transactions recorded by other workers. Excludes “Payroll and Timekeeping Clerks” (43-3051). Illustrative examples: Accounts Receivable Clerk, Bookkeeper, Mortgage Accounting Clerk.
43-3041 Gambling Cage Workers: In a gambling establishment, conduct financial transactions for patrons. Accept patron’s credit application and verify credit references to provide check-cashing authorization or to establish house credit accounts. May reconcile daily summaries of transactions to balance books. May sell gambling chips, tokens, or tickets to patrons, or to other workers for resale to patrons. May convert gambling chips, tokens, or tickets to currency upon patron’s request. May use a cash register or computer to record transaction. Illustrative examples: Cage Cashier, Casino Cashier.
43-3051 Payroll and Timekeeping Clerks: Compile and record employee time and payroll data. May compute employees’ time worked, production, and commission. May compute and post wages and deductions, or prepare paychecks. Excludes “Bookkeeping, Accounting, and Auditing Clerks” (43-3031). Illustrative examples: Time and Attendance Clerk, Timekeeper.
43-3061 Procurement Clerks: Compile information and records to draw up purchase orders for procurement of materials and services. Excludes “Wholesale and Retail Buyers, Except Farm Products” (13-1022). Illustrative examples: Procurement Assistant, Purchasing Clerk.
43-3071 Tellers: Receive and pay out money. Keep records of money and negotiable instruments involved in a financial institution’s various transactions. Illustrative examples: Foreign Exchange Clerk, Money Order Clerk, Securities Teller.
43-3099 Financial Clerks: All Other All financial clerks not listed separately. Illustrative examples: Bank Vault Attendant, Financial Reserve Clerk, Safety Deposit Clerk.
43-4011 Brokerage Clerks: Perform duties related to the purchase, sale, or holding of securities. Duties include writing orders for stock purchases or sales, computing transfer taxes, verifying stock transactions, accepting and delivering securities, tracking stock price fluctuations, computing equity, distributing dividends, and keeping records of daily transactions and holdings. Illustrative examples: Commodities Clerk, Dividend Clerk.
43-4021 Correspondence Clerks: Compose letters or electronic correspondence in reply to requests for merchandise, damage claims, credit and other information, delinquent accounts, incorrect billings, or unsatisfactory services. Duties may include gathering data to formulate reply and preparing correspondence. Illustrative examples: Fan Mail Editor, Medicare Correspondence Representative
43-4031 Court, Municipal, and License Clerks: Perform clerical duties for courts of law, municipalities, or governmental licensing agencies and bureaus. May prepare docket of cases to be called; secure information for judges and court; prepare draft agendas or bylaws for town or city council; answer official correspondence; keep fiscal records and accounts; issue licenses or permits; and record data, administer tests, or collect fees. Clerks of Court are classified in “Managers, All Other” (11-9199). Illustrative examples: Circuit Court Clerk, Motor Vehicle License Clerk, Warrant Clerk.
43-4041 Credit Authorizers, Checkers, and Clerks: Authorize credit charges against customers’ accounts. Investigate history and credit standing of individuals or business establishments applying for credit. May interview applicants to obtain personal and financial data, determine credit worthiness, process applications, and notify customers of acceptance or rejection of credit. Illustrative examples: Charge Authorizer, Commercial Credit Reviewer, Credit Rating Checker.
43-4051 Customer Service Representatives: Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support. Illustrative examples: Customer Complaint Clerk, Passenger Relations Representative, Warranty Clerk.
43-4061 Eligibility Interviewers, Government Programs: Determine eligibility of persons applying to receive assistance from government programs and agency resources, such as welfare, unemployment benefits, social security, and public housing. Illustrative examples: Medicare Interviewer, Public Housing Interviewer, Unemployment Benefits Claims Taker.
43-4071 File Clerks: File correspondence, cards, invoices, receipts, and other records in alphabetical or numerical order or according to the filing system used. Locate and remove material from file when requested. Illustrative examples: Document Clerk, Records Clerk.
43-4081 Hotel, Motel, and Resort Desk Clerks: Accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests. Illustrative examples: Hotel Front Desk Clerk, Hotel Registration Clerk.
43-4111 Interviewers, Except Eligibility and Loan: Interview persons by telephone, mail, in person, or by other means for the purpose of completing forms, applications, or questionnaires. Ask specific questions, record answers, and assist persons with completing form. May sort, classify, and file forms. Illustrative examples: Census Taker, Market Research Interviewer, Outpatient Interviewing Clerk.
43-4121 Library Assistants, Clerical: Compile records, and sort, shelve, issue, and receive library materials such as books, electronic media, pictures, cards, slides and microfilm. Locate library materials for loan and replace material in shelving area, stacks, or files according to identification number and title. Register patrons to permit them to borrow books, periodicals, and other library materials. Excludes “Library Technicians” (25-4031). Illustrative examples: Braille and Talking Books Clerk, Circulation Clerk, Microfilm Clerk.
43-4131 Loan Interviewers and Clerks: Interview loan applicants to elicit information; investigate applicants’ backgrounds and verify references; prepare loan request papers; and forward findings, reports, and documents to appraisal department. Review loan papers to ensure completeness, and complete transactions between loan establishment, borrowers, and sellers upon approval of loan. Illustrative examples: Loan Processor, Mortgage Loan Closer.
43-4141 New Accounts Clerks: Interview persons desiring to open accounts in financial institutions. Explain account services available to prospective customers and assist them in preparing applications. Illustrative examples: Banking Services Clerk, New Accounts Banking Representative.
43-4151 Order Clerks: Receive and process incoming orders for materials, merchandise, classified ads, or services such as repairs, installations, or rental of facilities. Generally receives orders via mail, phone, fax, or other electronic means. Duties include informing customers of receipt, prices, shipping dates, and delays; preparing contracts; and handling complaints. Excludes “Dispatchers, Except Police, Fire, and Ambulance” (43-5032) who both dispatch and take orders for services. Illustrative examples: Catalogue Clerk, Classified Ad Clerk, Subscription Clerk.
43-4161 Human Resources Assistants, Except Payroll and Timekeeping: Compile and keep personnel records. Record data for each employee, such as address, weekly earnings, absences, amount of sales or production, supervisory reports, and date of and reason for termination. May prepare reports for employment records, file employment records, or search employee files and furnish information to authorized persons. Illustrative examples: HR Clerk, Personnel Clerk.
43-4171 Receptionists and Information Clerks: Answer inquiries and provide information to the general public, customers, visitors, and other interested parties regarding activities conducted at establishment and location of departments, offices, and employees within the organization. Excludes “Switchboard Operators, Including Answering Service” (43-2011). Illustrative examples: Appointment Clerk, Front Desk Receptionist, Land Leasing Information Clerk.
43-4181 Reservation and Transportation Ticket Agents and Travel Clerks: Make and confirm reservations for transportation or lodging, or sell transportation tickets. May check baggage and direct passengers to designated concourse, pier, or track; deliver tickets and contact individuals and groups to inform them of package tours; or provide tourists with travel or transportation information. Excludes "Cashiers” (41-2011), "Travel Agents” (41-3041), and "Hotel, Motel, and Resort Desk Clerks” (43-4081) who sell tickets for local transportation. Illustrative examples: Airline Ticket Agent, Gate Agent, Hotel Reservationist, Train Reservation Clerk.
43-4199 Information and Record Clerks, All Other: All information and record clerks not listed separately. Illustrative examples: Election Clerk, Probate Clerk, Student Admissions Clerk.
43-5011 Cargo and Freight Agents: Expedite and route movement of incoming and outgoing cargo and freight shipments in airline, train, and trucking terminals and shipping docks. Take orders from customers and arrange pickup of freight and cargo for delivery to loading platform. Prepare and examine bills of lading to determine shipping charges and tariffs. Illustrative examples: Cargo Router, Freight Shipping Agent.
43-5021 Couriers and Messengers: Pick up and deliver messages, documents, packages, and other items between offices or departments within an establishment or directly to other business concerns, traveling by foot, bicycle, motorcycle, automobile, or public conveyance. Excludes “Light Truck Drivers” (53-3033). Illustrative examples: Bicycle Messenger, Laboratory Courier, Office Runner.
43-5032 Dispatchers, Except Police, Fire, and Ambulance: Schedule and dispatch workers, work crews, equipment, or service vehicles for conveyance of materials, freight, or passengers, or for normal installation, service, or emergency repairs rendered outside the place of business. Duties may include using radio, telephone, or computer to transmit assignments and compiling statistics and reports on work progress. Illustrative examples: Taxicab Dispatcher, Tow Truck Dispatcher, Train Dispatcher.
43-5041 Meter Readers, Utilities: Read meter and record consumption of electricity, gas, water, or steam. Illustrative examples: Electric Meter Reader, Gas Meter Reader, Water Meter Reader.
43-5051 Postal Service Clerks: Perform any combination of tasks in a United States Postal Service (USPS) post office, such as receive letters and parcels; sell postage and revenue stamps, postal cards, and stamped envelopes; fill out and sell money orders; place mail in pigeon holes of mail rack or in bags; and examine mail for correct postage. Includes postal service clerks employed by USPS contractors. Illustrative examples: Bulk Mail Clerk, Parcel Post Clerk, Postal Service Window Clerk.
43-5052 Postal Service Mail Carriers: Sort and deliver mail for the United States Postal Service (USPS). Deliver mail on established route by vehicle or on foot. Includes postal service mail carriers employed by USPS contractors. Illustrative examples: Letter Carrier, Mail Deliverer, Rural Route Carrier.
43-5053 Postal Service Mail Sorters, Processors, and Processing Machine Operators: Prepare incoming and outgoing mail for distribution for the United States Postal Service (USPS). Examine, sort, and route mail. Load, operate, and occasionally adjust and repair mail processing, sorting, and canceling machinery. Keep records of shipments, pouches, and sacks, and perform other duties related to mail handling within the postal service. Includes postal service mail sorters and processors employed by USPS contractors. Excludes “Postal Service Clerks” (43-5051) and “Postal Service Mail Carriers” (43-5052). Illustrative examples: Flat Sorting Machine Clerk, Mail Forwarding System Markup Clerk.
43-5061 Production, Planning, and Expediting Clerks: Coordinate and expedite the flow of work and materials within or between departments of an establishment according to production schedule. Duties include reviewing and distributing production, work, and shipment schedules; conferring with department supervisors to determine progress of work and completion dates; and compiling reports on progress of work, inventory levels, costs, and production problems. Excludes “Project Management Specialists” (13-1082) and “Weighers, Measurers, Checkers, and Samplers, Recordkeeping” (43- 5111). Illustrative examples: Expeditor, Material Control Clerk, Production Scheduler.
43-5071 Shipping, Receiving, and Inventory Clerks: Verify and maintain records on incoming and outgoing shipments involving inventory. Duties include verifying and recording incoming merchandise or material and arranging for the transportation of products. May prepare items for shipment. Excludes “Weighers, Measurers, Checkers, and Samplers, Recordkeeping” (43-5111), “Mail Clerks and Mail Machine Operators, except Postal Service” (43-9051), and “Stockers and Order Fillers” (53-7065). Illustrative examples: Incoming Freight Clerk, Route Delivery Clerk, Store Receiving Clerk, Warehouse Clerk.
43-5111 Weighers, Measurers, Checkers, and Samplers, Recordkeeping: Weigh, measure, and check materials, supplies, and equipment for the purpose of keeping relevant records. Duties are primarily clerical by nature. Includes workers who collect and keep record of samples of products or materials. Excludes “Inspectors, Testers, Sorters, Samplers, and Weighers” (51-9061). Illustrative examples: Cheese Weigher, Scale Attendant, Weighing Station Operator.
43-6010 Secretaries and Administrative Assistants:
This broad occupation includes the following four detailed occupations:
43-6011 Executive Secretaries and Executive Administrative Assistants
43-6012 Legal Secretaries and Administrative Assistants
43-6013 Medical Secretaries and Administrative Assistants
43-6014 Secretaries and Administrative Assistants, Except Legal, Medical, and Executive
43-6011 Executive Secretaries and Executive Administrative Assistants: Provide high-level administrative support by conducting research, preparing statistical reports, and handling information requests, as well as performing routine administrative functions such as preparing correspondence, receiving visitors, arranging conference calls, and scheduling meetings. May also train and supervise lower-level clerical staff. Excludes “Secretaries” (43-6012 through 43-6014). Illustrative examples: Executive Assistant.
43-6012 Legal Secretaries and Administrative Assistants: Perform secretarial duties using legal terminology, procedures, and documents. Prepare legal papers and correspondence, such as summonses, complaints, motions, and subpoenas. May also assist with legal research. Illustrative examples: Law Secretary, Legal Administrative Assistant.
43-6013 Medical Secretaries and Administrative Assistants: Perform secretarial duties using specific knowledge of medical terminology and hospital, clinic, or laboratory procedures. Duties may include scheduling appointments, billing patients, and compiling and recording medical charts, reports, and correspondence. Illustrative examples: Dental Secretary, Psychiatric Secretary.
43-6014 Secretaries and Administrative Assistants, Except Legal, Medical, and Executive: Perform routine administrative functions such as drafting correspondence, scheduling appointments, organizing and maintaining paper and electronic files, or providing information to callers. Excludes legal, medical, and executive secretaries (43-6011 through 43-6013). Illustrative examples: Office Secretary, Personal Secretary.
43-9021 Data Entry Keyers: Operate data entry device, such as keyboard or photo composing perforator. Duties may include verifying data and preparing materials for printing. Excludes “Word Processors and Typists” (43-9022). Illustrative examples: Data Input Clerk, Data Typist.
43-9022 Word Processors and Typists: Use word processor, computer, or typewriter to type letters, reports, forms, or other material from rough draft, corrected copy, or voice recording. May perform other clerical duties as assigned. Excludes “Court Reporters and Simultaneous Captioners” (27-3092), “Medical Transcriptionists” (31-9094), “Secretaries and Administrative Assistants” (43-6010), and “Data Entry Keyers” (43-9021). Illustrative examples: Clerk Typist, Transcription Typist.
43-9031 Desktop Publishers: Format typescript and graphic elements using computer software to produce publication-ready material. Illustrative examples: Desktop Publishing Specialist, Electronic Publisher.
43-9041 Insurance Claims and Policy Processing Clerks: Process new insurance policies, modifications to existing policies, and claims forms. Obtain information from policyholders to verify the accuracy and completeness of information on claims forms, applications and related documents, and company records. Update existing policies and company records to reflect changes requested by policyholders and insurance company representatives. Excludes “Claims Adjusters, Examiners, and Investigators” (13-1031). Illustrative examples: Insurance Policy Issue Clerk, Underwriting Clerk.
43-9051 Mail Clerks and Mail Machine Operators, Except Postal Service: Prepare incoming and outgoing mail for distribution. Time-stamp, open, read, sort, and route incoming mail; and address, seal, stamp, fold, stuff, and affix postage to outgoing mail or packages. Duties may also include keeping necessary records and completed forms. Illustrative examples: Direct Mail Clerk, Mailroom Clerk, Packaging Clerk.
43-9061 Office Clerks, General: Perform duties too varied and diverse to be classified in any specific office clerical occupation, requiring knowledge of office systems and procedures. Clerical duties may be assigned in accordance with the office procedures of individual establishments and may include a combination of answering telephones, bookkeeping, typing or word processing, office machine operation, and filing. Illustrative examples: Administrative Clerk, Office Assistant, Real Estate Clerk.
43-9071 Office Machine Operators, Except Computer: Operate one or more of a variety of office machines, such as photocopying, photographic, and duplicating machines, or other office machines. Excludes “Billing and Posting Clerks” (43-3021) and “Mail Clerks and Mail Machine Operators, Except Postal Service” (43-9051). Illustrative examples: Coin Wrapping Machine Operator, Copy Machine Operator, Scanning Equipment Operators.
43-9081 Proofreaders and Copy Markers: Read transcript or proof type setup to detect and mark for correction any grammatical, typographical, or compositional errors. Excludes workers whose primary duty is editing copy. Includes proofreaders of braille. Illustrative examples: Braille Proofreader, Copy Reader, Editorial Assistant.
43-9111 Statistical Assistants: Compile and compute data according to statistical formulas for use in statistical studies. May perform actuarial computations and compile charts and graphs for use by actuaries. Includes actuarial clerks. Illustrative examples: Actuarial Assistant, Statistical Clerk.
43-9199 Office and Administrative Support Workers, All Other All office and administrative support workers not listed separately. Illustrative examples: Envelope Stuffer, Fingerprint Clerk, Notary Public.
So why does any of this matter?
At the heart of this debate lies a stark contrast in definitions. The State of Florida’s stance, as outlined in the statute, clashes with the Federal classification by the United States Bureau of Labor Statistics. While the former excludes them from administrative support roles, the latter lumps them into a category of office and administrative support occupations. This discrepancy is more than just semantics; it’s a matter of acknowledging the real challenges and responsibilities faced by these dedicated professionals.
What is the reality?
In the intricate web of emergency response, 911 Public Safety Telecommunicators are the voices on the other end of the line. These individuals serve as the vital link between the public in distress and the help they desperately need. Despite the crucial role they play, the state of Florida currently categorizes them differently with a classification that doesn't align with the reality of their duties.
911 Public Safety Telecommunicators are the first point of contact in emergencies. They provide life-saving instructions, offer reassurance to panicked callers, and coordinate responses with law enforcement, firefighters, and medical personnel. Their ability to remain calm under pressure and make split-second decisions is akin to that of traditional first responders. Telecommunicators often make critical decisions that directly impact the safety and well-being of both the public and first responders. Their role in assessing situations, prioritizing calls, and dispatching appropriate resources mirrors the responsibilities of first responders on the field.
How does this this play into recognition?
911 Public Safety Telecommunicators are exposed to trauma and high-stress situations daily. Their work environment, though different from that of field responders, is equally intense. Recognizing them as First Responders would acknowledge the emotional toll of their job and grant them access to the mental health support and benefits they need. It would ensure that telecommunicators have access to the same benefits and resources as traditional First Responders. This includes workers' compensation, disability benefits, and educational assistance. Such support is essential for their well-being and professional growth.
Recognizing 911 Public Safety Telecommunicators as First Responders is not just a matter of semantics; it is a recognition of their invaluable service and the challenges they face. The incongruity between their responsibilities and their current status highlights the need for a reevaluation of how we perceive and treat these essential professionals. By granting them the status they deserve, Florida can demonstrate its commitment to supporting all those involved in emergency response, ensuring a more equitable and appreciative system for those who dedicate their lives to public safety.
Taking Action:
As the legislative session approaches, the spotlight is on Tallahassee. Communities, organizations, and individuals are uniting to advocate for this recognition, acknowledging its profound impact on the lives of 911 Public Safety Telecommunicators. Stay informed through platforms like www.fl911firstresponders.org and their social media channels to understand how you can participate and make a difference.
In redefining their status, Florida has the opportunity to champion the cause of these unsung heroes, ensuring they receive the recognition and support commensurate with their pivotal role in keeping our communities safe. The time to answer their call is now.
