9-1-1: WHAT’S OUR EMERGENCY? DIAGNOSING A STRUGGLING OCCUPATION SERVING A NEGLECTED SYSTEM
Loading...
Authors
Haight, Kevin P.
Subjects
9-1-1
911
public safety telecommunicator
public-safety Telecommunicator
emergency dispatcher
emergency telecommunicator
Emergency Communications Officer
Emergency Communications Center
ECO
ECC
PSAP
Public Safety Answering Point
9-1-1 dispatcher
911 dispatcher
dispatcher
911
public safety telecommunicator
public-safety Telecommunicator
emergency dispatcher
emergency telecommunicator
Emergency Communications Officer
Emergency Communications Center
ECO
ECC
PSAP
Public Safety Answering Point
9-1-1 dispatcher
911 dispatcher
dispatcher
Advisors
Wollman, Lauren
Brown, Shannon A.
Date of Issue
2020-03
Date
Publisher
Monterey, CA; Naval Postgraduate School
Language
Abstract
In 2019, only twelve U.S. states/territories required the Emergency Communications Officer (ECO) to meet hiring standards, twenty-nine required basic training standards, twenty-three required continuing-education standards, and twenty-four required use of pre-arrival medical instruction protocols. Furthermore, the federal government misclassifies the profession within its Office and Administrative Support occupational grouping, as opposed to the Protective Service occupational grouping. There is substantial evidence of 9-1-1 failures in professionalism and proficiency, nationwide. This thesis seeks to answer the question: How could the nation’s 9-1-1 system—specifically its ECO occupation—evolve to address problems and maximize advantages to public safety and homeland security? It is a policy analysis but includes some qualitative analysis. Professionalization and standardization need to occur within the system, beginning with an accurate occupational classification. Increased compensation commensurate with the work performed is also needed, and that should be accompanied with mandated hiring, basic training and certification standards, and requirements in the use of pre-arrival medical instruction protocols. Lastly, a termination of all jurisdictional misappropriation of 9-1-1 fees, updated and sustainable funding streams, and adequate investment in technological enhancements necessary to improve the system's efficiency, proficiency, redundancy, and resiliency need to occur.
Type
Thesis
Description
Reissued 29 Sep 2020 with edits to abstract, executive summary, and figure 5.
Series/Report No
Department
National Security Affairs (CHDS)
Organization
Identifiers
NPS Report Number
Sponsors
Funder
Format
Citation
Distribution Statement
Approved for public release; distribution is unlimited.
Rights
Copyright is reserved by the copyright owner.