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In the News

Behind the scenes: 9-1-1 call takers

Friday, April 12, 2013

"Nine-one-one. What is the address of your emergency?”

Call takers at public safety answering points or 9-1-1 communication centers throughout CAPCOG’s 10-county area ask that question more than 3,500 times a day.



Telecommunicators at the Combined Transportation Emergency and Communications Center in northeast Austin, Texas, handle dispatch for various response agencies.

As Central Texas and the nation observes National Telecommunicators Week from April 14 to 20, 2013, get a closer look at the various “hats” 9-1-1 call takers wear in providing diverse support to police officers, firefighters, emergency medical personnel and community members.

Plus, learn how CAPCOG helps prepare call takers for their important role.

A typical shift starts with getting updated on calls that occurred previously in the day and calls currently in progress. Staff must be ready to handle a variety of 9-1-1 calls — from the report of a fire, medical emergency or robbery to a request for other police assistance.

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Did you know?
  • The CAPCOG region, comprising Bastrop, Blanco, Burnet, Caldwell, Fayette, Hays, Lee, Llano, Travis and Williamson counties, includes more than 600 telecommunicators.
  • CAPCOG leads the region in local implementation of Next Generation 9-1-1, a national initiative to help emergency communication centers accept calls by text messages, photos, videos, alarm systems, vehicle devices such as OnStar and medical-alert systems for seniors — all in addition to voice-only calls.

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Telecommunicators are masters of multitasking. They not only answer 9-1-1 emergency phone calls but also dispatch units over the radio and field calls from citizens with routine inquiries. Plus, staff work with both statewide and national computer systems to share information or assist officers with investigations. They accomplish these tasks with accuracy and in a timely manner to serve the community.

CAPCOG helps contribute to that success. With expertise in 9-1-1-related issues and in telephony, radio systems, operations, networks and police and fire operations, the CAPCOG Emergency Communications Division supports the public safety answering points by providing a wide range of training for call takers.

> Discover CAPCOG's Emergency Communications division

New call takers receive training on the 9-1-1 equipment; a 40- hour basic telecommunicator course; and a variety of classes on dispatching, crisis communications, pre-arrival dispatch protocols and other public-safety topics.

Call takers serve as the link between people seeking help in an emergency and the emergency response agencies that arrive on the scene. In honor of call takers' service and important public-safety role, entities including CAPCOG and the State of Texas also have adopted their own resolutions recognizing National Telecommunicators Week.

> Read the Texas proclamation

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