A standard that many dispatchers have heard of and certainly most dispatchers think about all the time (consciously or subconsciously) is the standard of answering 90 percent of all 911 calls arriving at the PSAP within fifteen (15) seconds.
The thought might not precisely be, “I gotta answer that call in fifteen seconds.” Nope. Dispatchers likely think more along the lines of, “I have to answer that call now. On the first ring.” That is the standard that I have most observed in 911 professionals: the desire, the commitment, the will to answer as many 911 calls as possible on the first ring. Of course, this is not always possible, but that is for another post!
Simply stated, standards help create reliability and consistency. Both things that are essential to delivering excellent customer service to the communities we serve.
Dispatch Wellness’ next Dispatchers Customer Service class is October 21, 2022, it is open to dispatchers from all states, and there are still spaces available. Click below to register!