The first contact that the public has with emergency services is a public service access point,commonly known as 911 dispatch. When a call is made to 911, the initial person that contact is made with will ask what type of emergency, police, Fire or EMS. They will then transfer the call to a specific dispatcher for that type of emergency. In EMS, this individual is known as the emergency medical dispatcher (EMD). This dispatcher will be responsible for gathering the needed information, location, type of illness or injury, age and severity. They will then dispatch the closest appropriate unit(s). In critical emergencies, while the units themselves are being dispatched, a second dispatcher may provide pre-arrival medical instruction to the caller. These instructions may include how to open an airway of an unconscious person, stop the bleeding for a traumatic event or perform CPR along with a long list of other life saving instructions. These instructions are all choreographed dependent on the information gathered during the initial contact. The goal of these pre-arrival instructions is to begin to deliver lifesaving care before first responders arrive. Additionally in critical situations the closest fire engine or police vehicle may be dispatched, bringing medical supplies and equipment like narcan, AEDs, and bleeding control kits to the scene.

In order to work as an EMD, a background in healthcare is not a necessity. Often individuals who are EMD’s worked in various settings such as law enforcement prior to becoming an EMD. While there are certifications that vary from state to state, a degree and certification are not necessary in order to work in the field as an EMD.