What does a communications operator do?
A communications operator is responsible for receiving incoming calls from customers and clients and transferring them to the appropriate department for their needs and concerns. Communications operators perform administrative duties, such as organizing directory, updating customers' information on the database, and pulling-up reports. They also help agents in responding to the customers' inquiries and processing their requests. A communications operator must have excellent communication and organizational skills, especially in documenting calls for audits and references.
Communications operator responsibilities
Here are examples of responsibilities from real communications operator resumes:
- Manage busy company switchboard, operating PBX or private branch exchange systems to facilitate connections.
- Perform NCIC, DMV, warrant and missing person checks for police officers in the field.
- Supervise telecommunication operations and reinforce the confidentiality in telecommunications.
- Dispatch ambulances, tow trucks, fire department, aid cars, and other aid as requested, maintain appropriate record.
- Utilize``new media,``including blogging, a collective photo site, intellipedia, and instant messaging.
- Work dispatch for DPS Pecos and DPS San Angelo ,
- Receive training regarding updates and changes of policies, procedure and regulations to CJIS.
- Supervise telecommunication operations and reinforce the confidentiality in telecommunications.
Communications operator skills and personality traits
We calculated that 14% of Communications Operators are proficient in Patients, Customer Service, and Emergency Situations. They’re also known for soft skills such as Leadership skills, Organizational skills, and Problem-solving skills.
We break down the percentage of Communications Operators that have these skills listed on their resume here:
- Patients, 14%
Maintained accurate records and protected patients confidentially.
- Customer Service, 14%
Operate in a high pace environment, utilizing multiple communication equipment, while maintaining quality customer service.
- Emergency Situations, 6%
Elicit information, quickly and accurately analyze situations and choose an effective course of action for both emergency and non-emergency situations.
- PBX, 5%
Answered PBX phones for the hospital including paging duties and taking messages.
- Public Safety, 4%
Perform communications and record-keeping duties relative to airport emergency service/public safety incidents using computer aided dispatching program (CAD).
- Non-Emergency Calls, 4%
Assisted the public with their life threatening and non-emergency calls * Communicated with law enforcement officers to relay pertinent information
Most communications operators use their skills in "patients," "customer service," and "emergency situations" to do their jobs. You can find more detail on essential communications operator responsibilities here:
Communication skills. Lastly, "communication skills" is an important element of what a communications operator does. Communications operator responsibilities require this skill because "public safety telecommunicators work with law enforcement, emergency response teams, and civilians." This resume example highlights how communications operator duties rely on this skill: "maintained radio communications for emergency and non-emergency situations requiring phone patch or other services. "
The three companies that hire the most communications operators are:
- Hilton15 communications operators jobs
- Catholic Health Initiatives - Colorado14 communications operators jobs
- PeaceHealth14 communications operators jobs
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Compare different communications operators
Communications operator vs. Public safety dispatcher
A public safety dispatcher is primarily responsible for handling emergency or non-emergency calls from the public. They are in charge of identifying the caller's needs calmly and proactively, dispatching law enforcement officers or emergency responders at the scene in a timely and efficient manner. They must operate communications equipment, manage schedules, and quickly adapt to any situation as the calls can be unpredictable and critical. Furthermore, as a public safety dispatcher, it is essential to maintain records of all calls and interactions, adhering to the organization's policies and regulations at all times.
There are some key differences in the responsibilities of each position. For example, communications operator responsibilities require skills like "patients," "emergency situations," "pbx," and "public safety." Meanwhile a typical public safety dispatcher has skills in areas such as "patrol," "public safety agencies," "criminal justice," and "good judgment." This difference in skills reveals the differences in what each career does.
Public safety dispatchers really shine in the government industry with an average salary of $39,953. Comparatively, communications operators tend to make the most money in the government industry with an average salary of $37,079.On average, public safety dispatchers reach similar levels of education than communications operators. Public safety dispatchers are 1.1% more likely to earn a Master's Degree and 0.5% more likely to graduate with a Doctoral Degree.Communications operator vs. 911 emergency dispatcher
Police Dispatchers are responsible for assessing incoming calls and deploying police resources using professional judgment. Their duties include answering emergency calls from agencies and the public, gathering information from police systems and call handlers, conducting priority assessments based on vulnerability and risks, and liaising with police officers to determine the logistics of place and time of an incident lodged. They also help facilitate investigations, reassure victims, and maintain accurate incident records.
Each career also uses different skills, according to real communications operator resumes. While communications operator responsibilities can utilize skills like "patients," "customer service," "pbx," and "public safety," 911 emergency dispatchers use skills like "public safety agencies," "fire ambulance," "medical dispatch," and "medical services."
911 emergency dispatchers earn a higher average salary than communications operators. But 911 emergency dispatchers earn the highest pay in the government industry, with an average salary of $37,685. Additionally, communications operators earn the highest salaries in the government with average pay of $37,079 annually.Average education levels between the two professions vary. 911 emergency dispatchers tend to reach similar levels of education than communications operators. In fact, they're 1.3% less likely to graduate with a Master's Degree and 0.5% less likely to earn a Doctoral Degree.Communications operator vs. Emergency dispatcher
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from communications operator resumes include skills like "patients," "pbx," "public safety," and "non-emergency calls," whereas an emergency dispatcher is more likely to list skills in "public safety agencies," "non-emergency telephone calls," "emergency response," and "medical dispatch. "
Emergency dispatchers earn the best pay in the government industry, where they command an average salary of $37,537. Communications operators earn the highest pay from the government industry, with an average salary of $37,079.Most emergency dispatchers achieve a similar degree level compared to communications operators. For example, they're 1.3% less likely to graduate with a Master's Degree, and 0.0% less likely to earn a Doctoral Degree.Communications operator vs. Police dispatcher
Even though a few skill sets overlap between communications operators and police dispatchers, there are some differences that are important to note. For one, a communications operator might have more use for skills like "patients," "customer service," "emergency situations," and "pbx." Meanwhile, some responsibilities of police dispatchers require skills like "patrol," "public safety agencies," "criminal history," and "police radio. "
The government industry tends to pay the highest salaries for police dispatchers, with average annual pay of $40,071. Comparatively, the highest communications operator annual salary comes from the government industry.police dispatchers reach similar levels of education compared to communications operators, in general. The difference is that they're 0.2% more likely to earn a Master's Degree, and 0.3% more likely to graduate with a Doctoral Degree.Types of communications operator
Updated January 8, 2025
