​ST. PAUL — Across the country, the need for more public safety telecommunicators (PSTs) is rising — and Minnesota is no different. These critical staffing shortages increase the strain on current employees by adding to their workloads and stress levels and impacting service to the community.

To help recruit more PSTs — also ​known as 911 dispatchers — the Minnesota Department of Public Safety's Emergency Communication Networks (ECN) division, in partnership with the Minnesota Sheriff's Association (MSA), recently launched a new campaign. This campaign features digital ads, videos, articles and public service announcements. Print advertisements, billboards and a dedicated 911 job opportunties webpage also encourage potential candidates to apply.

To help raise awareness about the critical 911 dispatcher shortage, several of Minnesota's Public Safety Answering Point (PSAP) managers are also available to be interviewed and provide a behind-the-scenes look at their operations. Interviews are available for the following locations:

• Hennepin County
• Isanti County
• Chisago County
• Dakota County
• Sibley County
• Polk County
• Carver County

If you are interested in arranging an interview, please contact veronica.marshall@state.mn.us.

“Unless you see what our PSTs go through on a daily basis, you can't fully grasp the depth of their composure, their compassion and their bravery. You'd also miss out on seeing their satisfaction when they help their neighbors, save a life, and bond with their colleagues. That's why we're encouraging anyone interested in becoming a PST to sit in on a shift and see for themselves what the position entails," said ECN Director Dana Wahlberg.

Who are PSTs?

When someone calls 911, it is usually during one of their worst moments. But the calm voice on the other end of the line can help the caller regain equilibrium, order and direction over what's unfolding. Just knowing someone is there to provide help can also provide hope. That's why answering that line is more than just a job: It's a responsibility and a calling, officials say.

“These are talented, but regular people doing extraordinary things. The ability to be extraordinary could be inside of you too just waiting to appear as a part of our team. I ask that you take a moment to learn more about a PST career and picture yourself doing extraordinary things with us each day," said Benton County Sheriff Troy Heck.

Every day is different for these first, first responders, but the critical decision-making skills they develop during the training process and on the job allow them to meet those challenges head on.

“Dispatchers are on the front lines of an emergency when someone calls or texts 911 for help. While they are unseen, they are saving lives, right alongside those first responders on the scene," said Wahlberg. “They have skillsets and training that enable them to notice subtleties during a call that could mean the difference between life and death. It's a stressful job, but vital for helping Minnesotans through every emergency every day."

At more than 100 PSAPs across Minnesota, public safety telecommunicators answer these calls for help 24 hours a day, seven days a week, 365 days a year. In 2022, these dedicated professionals answered more than 2.85 million calls.

“Our public safety telecommunicators are immersed in the latest technology, skilled in communicating, and masters of multi-tasking. They form a deeply connected team who work to better their communities, bring peace in times of chaos, and save lives," said Heck.

ECN and the MSA also support national PST recruitment and retention efforts, such as the 911 SAVES Act legislation. Currently, telecommunicators are classified as “clerical workers" and not as “protective service occupations," which is how law enforcement, fire and emergency medical service personnel are classified.

The current clerical worker classification impacts recruitment efforts by failing to recognize that work performed by PSTs goes far beyond merely relaying information between the public and the first responder. They serve as negotiators helping de-escalate those in crisis, coaches talking callers through performing lifesaving first aid, and vanguards protecting first responders by actively listening for signs of danger in a caller's voice or background cues.

The 911 SAVES Act legislation would reclassify telecomm​unicators across the country, recognizing them for the lifesaving work they perform as America's first, first responders.