Telecommunicator Training Team

About the Program

Category: Personnel Management, Employment and Training (Best in Category)

Year: 2013

When three of the 911 centers in Ramsey County consolidated, authorized staffing in the entry level call taker position doubled. In order to train the number of people needed, while also covering ordinary attritio and reducing employee turnover, the training program required substantial revision. The training team created new classroom training, hands-on training on CAD (Computer Aided Dispatch), and a week of simulator training that concludes with two days of simulated call taking using data from real 911 calls. This has played a significant part in reducing new employee turnover by 50% and nearly full staffing in an industry where significant staffing shortages are common.