Emergency Medical Services (EMS) Dispatchers

Emergency medical services (EMS) dispatchers - also known as emergency telecommunicators, 9-1-1 call-takers, or dispatchers - are trained professionals who serve as the first point of contact for people seeking emergency assistance.

Although they do not attend emergency scenes, EMS dispatchers play a critical role in emergency response by gathering information, prioritizing calls, providing instructions to callers, and supporting responders.

EMS dispatchers typically work in emergency communications centres and may:

• Answer emergency and non-emergency calls
• Obtain and assess information from callers
• Determine the nature and urgency of incidents
• Dispatch emergency medical, fire, or police services
• Provide pre-arrival medical instructions
• Communicate with emergency responders and other agencies
• Use computer-aided dispatch and communication systems
• Work rotating shifts, including nights, weekends, and holidays

The work is time-sensitive and requires sustained attention and effective communication.

EMS dispatchers may be exposed to psychological, organizational, ergonomic, and fatigue-related hazards.

Psychological hazards

Psychological hazards may include:

• Exposure to distressing or traumatic calls
• Repeated indirect exposure to emergencies (vicarious trauma)
• High responsibility for decision-making under pressure
• Managing distressed, emotional, or aggressive callers
• Risk of stress-related conditions such as burnout, anxiety, or post-traumatic stress symptoms
• Sudden loud noises through headsets

Research shows that EMS dispatchers experience high rates of mental health challenges, comparable to first responders in the field.

Ergonomic hazards

Ergonomic hazards may include:

• Prolonged sitting
• Repetitive keyboard and mouse use
• Awkward or static postures
• Neck, shoulder, or back discomfort
• Eye strain from prolonged screen use

Poorly designed workstations may increase the risk of musculoskeletal discomfort.

Fatigue and shift work hazards

EMS dispatchers often work long, rotating or night shifts. 

Shift work may:

• Disrupt sleep patterns
• Increase fatigue
• Affect alertness and concentration

Fatigue can affect both worker well-being and job performance.

Controls typically involve organizational, administrative, ergonomic, and individual measures.

Examples include:

• Staffing levels that reflect call volume and peak demand
• Scheduling practices that allow for adequate rest and recovery
• Procedures that support regular breaks
• Clear operational policies and call-handling protocols
• Supportive supervision and communication

Mental health and wellness measures may include:

• Training on recognizing signs of stress and fatigue
• Promoting a supportive workplace culture
• Access to confidential mental health supports
• Peer support or critical incident support programs

Good work practices may include:

• Reporting health and safety concerns to supervisors
• Using available support and wellness resources
• Taking scheduled breaks when possible
• Managing sleep and fatigue associated with shift work
• Participating in training and health and safety initiatives