Once you have been selected for the 9-1-1 operator position with the Denver 9-1-1 Combined Communications Center, you will begin an intense 8-week Training Academy. This classroom phase is taught by one of the center’s three agency trainers who have a vast background in emergency communications operations and curriculum development. Depending on availability and training time allowance, you will also have the opportunity to meet Denver Police officers, gang unit officers, detectives, dog handlers, peer support and other representatives from the various bureaus within the department.
The training program provides basic skills, knowledge, appropriate application and policy and procedure for the person entering the field of public safety communications. Training consists of modules that cover basic core competencies in the following areas but not limited to; Roles and Responsibilities, Jurisdiction Service Area, Interpersonal Communications, Technology and Systems, CAD (Computer Aided Dispatch), Maestro Radio, NCIC/CCIC – Newcom, Critical Incident Management, Terminology and Call Classification, Multi-agency Procedures and Employee Health.
There are also instructors from outside agencies who will present students with a myriad of information from their chosen field. Presenters from psychological services, the deaf community, civil liabilities, medical services, and other specialties keep the classroom environment beneficial for everyone.
The training program for 9-1-1 operators has been designed to assist new employees to make the transition into our fast paced environment equipped with as much knowledge and skills as possible.
Upon successful completion of the eight week academy, each new 9-1-1 operator will enter an On-Job-Training (OJT) phase working directly with a lead trainer or senior operator working on the operations floor. During the OJT phase, new operators will spend an additional 8 to 12 weeks assigned to a new shift and new trainer in 4 week increments. The trainee will receive constant feedback including Daily Observation Reports (DOR) and after each 4 week period on the floor a trainee will receive an End of Phase Report (EOP). The new operator will experience all types of emergency and non emergency situations with a senior operator at their side.
Upon successful completion of the OJT Phase, the new 9-1-1 operator no longer requires one-on-one daily support and is released from training and begins working independently. The employee is assigned to an Operations Supervisor’s team. Their Supervisor immediately begins a Quality Assurance process. The new operator’s supervisor will evaluate each new employee’s performance and provide Quality Assurance (QA) Reports providing performance feedback regarding areas of strength and developmental opportunities.
As a final phase for the new employee and to assist in further development, prior to the end of the 9 month probationary period the employee will be brought back into the classroom environment for 40 additional hours of dedicated instruction to refocus their attention on their technical and customer service skills. During this final phase a variety of topics will be addressed including but not limited to; Stress Management, Customer Service, Negativity in the Workplace, Critical Incident Management etc.