The Crucial Role of 911 Professionals: Recognizing Their Impact and Challenges

Donna Bocik, a dispatcher in Naples, Fla., handled a 911 call on July 11, 2025, at Collier County Emergency Services Center. This is just one example of the essential work done by 911 professionals across the country. A notable story from 2019 involves Tim Teneyck, an Ohio resident, who quickly adapted to a situation where a caller reporting an incident under the guise of ordering a pizza. He realized the caller was using this tactic to report domestic violence, ensuring a prompt and safe response.

In the U.S., approximately 450 calls reach 911 operators every minute. These professionals serve as the first responders in emergencies, safeguarding life and health. Despite their critical role, federal labor laws misclassify them as administrative workers. Recent Senate legislation aims to reclassify 911 personnel as ‘protective service personnel,’ marking their importance within emergency response systems. Congress should prioritize this change.

The Misunderstood Role of 911 Professionals

Commonly, ‘first responders’ bring to mind images of police or fire personnel facing danger directly, not individuals answering calls. Yet 911 professionals face significant risks. About 48% handle calls involving kidnappings or hostages. Another 42% deal with nonaccidental deaths, while 37% manage calls related to severe assaults. Suicide-related calls also make up a sizable portion of their duties. They endure waves of difficult calls during incidents like mass shootings.

“Calls where a parent is hysterical or a teenager has overdosed, or during be a sexual assault represent unimaginable horrors,” shared a 911 employee, echoing the intense emotional toll of their work.

Mental Health and Gender Discrimination Challenges

911 workers are 10 times more likely to suffer from anxiety, post-traumatic stress disorder, and depression compared to the average person. They face twice the mental health risks of police officers. They often lack the support and training needed to manage the demands of their jobs. Alarmingly, some report feeling responsible for tragedies connected to their calls.

Gender discrimination also impacts the support and care 911 professionals receive. Positions initially filled by women due to perceived listening skills now suffer from ongoing patriarchal biases, such as lower pay and benefits. Women compose nearly 80% of the 911 workforce, facing a system where they are often undervalued.

Norma Torres, a former 911 professional representing California in Congress, shared that working in a call center was once a punishment for police leadership. This stigma results in 911 employees being labeled ‘lazy or dumb,’ further complicating their duties. Officers sometimes dismiss their calls, undermining public safety efforts.

The Need for Federal Reclassification

The misclassification of 911 professionals relates directly to gender biases. Currently equated with clerical roles, they earn less than even the lowest-paid police officers. They also lack access to mental health support and other benefits necessary for their demanding roles.

Eighteen states now recognize 911 experts as first responders, allowing them access to better retirement plans and addressing workforce retention challenges. The passage of the Enhancing First Response Act by the Senate on September 10, 2025, signifies progress. The House of Representatives needs to act swiftly to pass this legislation, which incurs no extra federal costs.

911 professionals often handle calls during the most critical moments in people’s lives. Respect and recognition for their service are deserved not only from those they help but also within their professional community and beyond.

Rebecca Neusteter, executive director of the Health Lab at the University of Chicago, explores these themes in her upcoming book, ‘911, What’s Your Emergency? The Promise and Peril of Crisis Response,’ available from September 15. © 2026 Nexstar Media Inc. All rights reserved.