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How 911 Dispatchers Actually Work | Authorized Account | Insider

Ricardo Martinez II spent more than a decade as a 911 dispatcher, handling thousands of emergencies as US 911 centers face a nationwide staffing and funding crisis. Across the country, emergency call centers are short-staffed, underfunded, and losing dispatchers faster than they can replace them. A 2023 survey found that one in four 911 positions nationwide is vacant, and 36% of centers reported having fewer positions filled in 2022 than in 2019. Martinez explains to Business Insider how dispatchers decide who gets help first for police, ambulance, and fire services, why they sometimes have to drop one call to save another, and the "caller hacks" that can literally save your life. He also reveals how burnout, low pay, and constant emotional strain are pushing America’s "first first responders" to the brink. Martinez now works for a 911 solutions company that manages emergency call networking and trains dispatchers on multiple platforms. He also hosts the "Within the Trenches" podcast and leads the #IAm911 movement, amplifying dispatcher stories and advocating for greater recognition of their work. For more: https://www.liinks.co/iam911 If you or someone you know is dealing with substance misuse or mental illness, call the Substance Abuse and Mental Health Services Administration's National Helpline (1-800-662-4357) for 24/7, free, confidential treatment referral and information. 00:00 - Introduction 00:37 - Sound Triggers 02:37 - The Callers 08:25 - The Negotiations 09:23 - Carrying the Call 12:08 - Triage 15:39 - The Training 21:40 - The Emergencies 23:30 - The Breaking Point 27:00 - The Rewards 29:41 - Shift Patterns 34:11 - The Future 38:24 - Credits ------------------------------------------------------ #911 #911dispatcher #emergencyresponse #emergencycall #authorizedaccount MORE AUTHORIZED ACCOUNT VIDEOS: How Having OCD Actually Works https://youtu.be/4FD17PLNc2U How Narcissists Actually Work https://www.youtube.com/watch?v=Kf0rPU7zy7Q How Hostage Negotiators Actually Work https://www.youtube.com/watch?v=8Y4xt7tFfIg Insider's mission is to inform and inspire. Visit our homepage for the top stories of the day: https://www.businessinsider.com/ Insider on Facebook: https://www.facebook.com/insider Insider on Instagram: https://www.instagram.com/insider Insider on Twitter: https://twitter.com/thisisinsider Insider on Snapchat: https://www.snapchat.com/discover/Insider/2708030621 Insider on TikTok: https://www.tiktok.com/@insider How 911 Dispatchers Actually Work | Authorized Account | Insider