911 Dispatcher Training
A 911 dispatcher is the communication lifeline between the public and police emergency services. This job entails assessing each situation quickly, prioritizing the order of importance, and sending out the appropriate response. After passing written, oral and medical exams, as well as a polygraph test and a thorough background investigation, the new recruit receives extensive training.
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Education
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Trainees must attend a dispatcher academy and take various courses, including radio procedures, public communication skills, emergency services procedures, and stress management. Oral and written tests are taken after every course. The length of the training period depends on each state's requirements. In California and a few other states, the Peace Officer Standards Training program, P.O.S.T., is offered. A trainee must pass a final written exam in order to receive the 911 police dispatcher certification for on-the-job training.
On-the-Job Training
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In a police communications center, the 911 dispatcher trainee is closely supervised by a veteran dispatcher while answering emergency calls, dispatching police over the radio, and communicating with other emergency personnel. Other tasks include running license plates, verifying identifications and searching for criminal records. Weekly progress reports analyze the trainee's skills and performance. This probationary period lasts six to eight months, depending on each department's needs and whether the trainee has acquired the capabilities to become a full-fledged dispatcher.
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Focus
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Safety is at the forefront for the 911 police dispatcher trainee who must remain calm during an escalating or threatening situation. It's also necessary for the trainee to quickly gain accurate information and pass it on. Developing the ability to make split-second decisions during high-stress situations is essential, such as determining if an emergency call is a real crisis or sending back-up help for police officers.
Additional Training
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Dispatcher trainees are required to ride in a police patrol car, with an assigned officer, during partial or full shifts. This first-hand view of different scenarios makes the trainee more aware of officers' duties and interactions with the public. Also, becoming more familiar with street directions and landmarks enables the trainee to get a better perspective of officers' whereabouts while on the radio, especially during a car or foot chase. In some departments, a trainee must also attend the police training academy, taking informative courses such as hostage negotiations, S.W.A.T. procedures and domestic violence.
Benefits
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As the first person to be called for help, the well-trained 911 police dispatcher has acquired the integrity, dependability, patience, sound judgment and interpersonal sensitivity needed to handle unpredictable challenges during each work shift.
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References
Resources
- Photo Credit police car up close image by Aaron Kohr from Fotolia.com
