This link (below) offers some interesting perspectives on the people who work in emergency dispatch. Although it originates from the US, most of it is true in Canada too. It's a good overview and offers good tips on preparing yourself for calling 911 and giving accurate and timely information in order to get a response as soon as possible.
PS: #12 is quite interesting....the same thing applies for those working in a hospital emergency room - you never want to say "that word" (!).