The Oregon Department of Emergency Management (OEM) is proud to announce that Governor Kotek and declared April 13–19, 2025, as Telecommunicators Appreciation Week in Oregon. This annual national observance honors the essential work of public safety telecommunicators—often called the “first, first responders”—who are the critical link between those in distress and the emergency services they need.
Every year, hundreds of dedicated telecommunicators across the state answer nearly two million emergency calls, providing 24/7 service with professionalism, empathy, and calm under pressure. These frontline professionals are the initial point of contact in times of crisis, helping Oregonians and visitors access law enforcement, fire departments, emergency medical responders, and other lifesaving services.
“The past year brought numerous and ongoing challenges, and Oregonians have relied on the unwavering dedication of telecommunicators to answer emergency calls and dispatch help quickly,” said OEM Director Erin McMahon. “Their skill and professionalism serve as a vital lifeline—not only to the public but also to emergency personnel in the field.”
While they’re often behind the scenes, their impact is far-reaching. In addition to handling 9-1-1 calls, telecommunicators support emergency management operations at the federal, state, local, and Tribal levels. Their work also extends to highway safety, search and rescue coordination, and disaster response.
Strength in Skill: What It Takes to Be a Telecommunicator
In Oregon, telecommunicators are held to rigorous standards. Their certification process, overseen by the Department of Public Safety Standards and Training (DPSST), ensures these professionals are equipped to handle some of the most intense and complex scenarios imaginable. Key elements of the process include:
- Basic Training: Completion of DPSST’s Basic Telecommunicator Course covering call-taking, dispatch, crisis communication, and emergency coordination.
- Field Training: On-the-job training with experienced professionals to gain real-world experience.
- CPR and First Aid Certification: Required for all telecommunicators so they can provide lifesaving instructions before responders arrive.
- Ethical Standards: Commitment to a Telecommunications Code of Ethics that upholds integrity and public trust.
Certification must be obtained within 18 months of employment, and continuous training ensures that telecommunicators remain current with evolving protocols and technologies.
Behind the Voice: Skills That Make a Difference
Telecommunicators bring a unique set of capabilities to their work. These include:
- Multitasking under pressure – managing multiple emergencies at once with precision and clarity.
- Effective communication – clearly relaying information between distressed callers and emergency personnel.
- Emotional resilience – staying calm and compassionate in life-or-death situations.
- Technological fluency – operating complex systems like computer-aided dispatch and real-time mapping tools.
These specialized skills make telecommunicators indispensable to Oregon’s public safety network.
Supporting the System: OEM’s Role in 9-1-1
OEM administers the State 9-1-1 Program, ensuring Oregonians have fast, reliable access to emergency services. This includes managing the infrastructure that routes emergency calls to the appropriate Public Safety Answering Points (PSAPs), overseeing the distribution of funds from the Emergency Communications Tax, and leading the transition to Next Generation 9-1-1 technology.
Through partnerships with local jurisdictions, Tribal governments, industry leaders, and advisory groups, OEM is focused on keeping Oregon’s 9-1-1 system resilient and responsive in the face of growing and changing demands.
Honoring Their Commitment
This week—and every week—we recognize the critical role telecommunicators play in safeguarding our communities. As OEM continues to spotlight their work, including the launch of Oregon’s new 9-1-1 Lab, we encourage all state employees to take a moment to appreciate the skill, strength, and dedication of the voices on the other end of the line.
Please join us in recognizing and celebrating the telecommunication professionals who are at the heart of public safety. If you have stories or messages of appreciation for their work, we encourage you to share them throughout the week on social media, and make sure to tag OEM. Together, we can show these incredible individuals how much their contributions mean to our state. Help us spread the word and thank your local dispatcher with our social media toolkit!
Article photo by: Randy Hamar, OEM
