More often than not, communication centers deal with many related issues. Regardless of the size of the center, issues such as understaffing, inadequate training, E911 addressing errors, stress management, and an occasional adjustment to CAD upgrades are constants for most centers. Many times these issues are uncontrolled by the dispatcher, although they are the ones affected by them the most. One integral part of the center that is often overlooked and controlled by the dispatcher is the center’s integrity. Many will agree that the integrity of the communication center relies strongly on the integrity of the dispatcher. As a whole, dispatchers place very high expectations on themselves and take great pride in their job performance. In order to maintain this high work ethic, we as dispatchers must always be aware of the three P’s, professionalism, pride, and personality and use them daily.

Professionalism by public safety officials is something that cannot be taken for granted. The public majority respects and follows the direction of the policeman, fireman, or dispatcher uniform, but they must also see a professional attitude and work style at all times. Being the first public safety official the public comes in contact with; the dispatcher may control the attitude and cooperation of the public by the way they treat the caller. Many times the caller is already distressed, angry, or disturbed and by judging, demeaning, or treating the caller in a unprofessional way, the outcome of the incident may have a negative impact on the communication center, not to mention the entire agency. Not only does this breed a negative impact, but it may also increase the chances of the caller having a negative attitude toward the policeman or fireman once they arrive on the scene. Remember, it is our job as dispatchers to assure the caller receives the most professional service by the dispatcher as possible.

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