WORCESTER, Mass. - Ernest Patient is a dispatch supervisor in the Worcester Emergency Communications Department. He says every 9-1-1 call a dispatcher answers is different. 

What You Need To Know

  • Massachusetts dispatchers are considered clerical workers
  • State lawmakers are discussing a bill give dispatchers the same internal benefits as first responders
  • The Massachusetts Communications Supervisors Association is in support of the bill 
  • The Association says the change would help dispatchers get better access to mental health services.

"You could just have an easy going day or you could come in you have a five alarm fire going and shots fired on the police side at the same time," Patient said. "It's very high paced at times. It's very emotionally draining at times."

During an emergency, dispatchers get information to help police, fire, and EMTs arriving on scene treat victims or catch suspects. In some cases, dispatchers talk callers though live saving measures like, CPR.

“You are talking to callers in the worst times of their lives sometimes. They are very upset. They are very high strung. They are very emotional," Patient said. "And what we have to do maintain our calm demeanor."

Right now, Massachusetts dispatchers are considered clerical workers, but the Massachusetts Communications Supervisors Association (MCSA) is hoping this will change.

State lawmakers are discussing a bill to give dispatchers the same internal benefits as first responders.

“We are the first, first responders," Penny Ryan, MCSA vice president, said. "We are an integral part of responding to any 9-1-1 call with the beginning. You can’t get anywhere without us."

More than a dozen other states have passed similar legislation. The MCSA says the change would help dispatchers get better access to funding for training and mental health services.

"A lot of dispatchers over the years will suffer from the stress of the job and may be diagnosed with post traumatic stress," MCSA secretary, Gregory Lynskey, said. "Right now they don’t have those same benefits from being diagnosed with post traumatic stress that other first responders are eligible for."

The state legislature’s joint committee on public service will now have to vote on whether or not to recommend the bill go forward for further consideration.