Training to Work at 911

This is When the Work Really Starts

Aug 13, 2009 Kelly Sharp

And they thought the hiring process was tough. Now it's time to start training to be a 911 dispatcher.

It was a rigorous, time-consuming process, but the applicant has finally gotten a job offer from the 911 center and its time to start training. Whether hired as a call taker, a dispatcher or a combination of both, training is tough, so those interested in careers in 911 should think long and hard about what is involved before applying for the job.

After being hired, new employees are considered a "trainee" or a "new hire" and usually must complete a training program and probationary period before they are considered to be a complete addition to the 911 center staff. Depending on the agency, new hires will be required to complete just a call taking program or a combined call taking and dispatch training

911 Training Varies by Agency

Training in 911 centers can vary wildly and is often determined by the size and type of agency. Some smaller agencies have very little formal training available and learning is done on the job. Other agencies will provide intensive academies, on-the-job training and coaching programs. Either way, there is a tremendous amount of information that must be learned quickly and correctly.

Agencies will often provide an academy or a formal education process held in a classroom. In the academy students will learn policies, procedures, computer functions and the skills necessary for the job. Instructors are usually members of the dispatch staff, and students are given real world scenarios to practice in a classroom environment. Written and simulation tests may be required to successfully pass the academy.

Once new employees have completed the academy, they are assigned to a Training Officer (TO) or Coach. This is a senior dispatcher who works as an on-the-job trainer. Students will begin taking live 911 calls immediately, with the TO standing by to offer assistance and to step in if necessary. The TO’s job is to allow the student to practice working with real people and real situations, while providing a safety net for both the citizen and the student.

If the student is expected to also work as a dispatcher, this system will be repeated once he has successfully completed the call taking section of training. The new hire will return to the academy, this time to learn dispatching skills and then work on the floor with a Training Officer. This time, however, training is done on the police and fire radios.

911 Training is Intensive and Time Consuming

The amount of time required to pass the on-the-job portion of training will vary depending on the position being filled. If the new employee was hired as a call taker, training may be only a few weeks. If the new employee is expected to work as both call taker and dispatcher, the training program may be several months long.

Students are expected to demonstrate knowledge on a dizzying array of topics, from providing medical guidance, knowing policies and procedures, and correctly dispatching police and fire units. In addition to the on-the-job training and self study requirements, students may be expected to successfully complete written tests, evaluations and practical scenarios periodically though out the training process.

Trainees are also at the whim of the agency and the needs of the training staff. Often, the CTOs are working dispatchers and call takers who also choose to train. As a result, the trainee will move from one trainer to another through the training process. This could require the trainee to work graveyard with one trainer, switch to day shift for another, and then back to swing shift, all within a 3 month period.

While it can seem overwhelming, the training process for 911 is an exciting opportunity to learn and grow. However, it is important for applicants to take the time to prepare themselves and their families to ease some of the tensions associated with the training process. And once training is completed, the new employee joins the staff as a working 911 dispatcher, very possibly the most exciting and fulfilling job in the world.

The copyright of the article Training to Work at 911 in Career Advice is owned by Kelly Sharp. Permission to republish Training to Work at 911 in print or online must be granted by the author in writing.
The Responding Units, click The Responding Units
   
What do you think about this article?
NOTE: Because you are not a Suite101 member, your comment will be moderated before it is viewable.
post your comment
What is 3+6?