New telecommunicator-training guidelines mean a much brighter day has dawned for 911

So what does all of this mean? The guidelines identify common training elements that are designed to ensure that telecommunicators from coast to coast are trained on baseline core competencies. This will ensure that citizens receive a consistent level of service when placing a 911 call, no matter where they live or where they travel. It is important to note the use of the word “baseline.” The guidelines represent minimum-level understanding of the telecommunicator role. As such, they should be considered as the alpha of 911 telecommunicator training rather than the omega. Telecommunicators still will need supplemental training in order to field the discipline-specific calls that are received by their agencies.   

Nevertheless, a significant mountain has been climbed. Looking back on the effort, another Heywood quote comes to mind: “Nothing is impossible to a willing heart.” In this case, a mission that seemed improbable—and, at times, impossible—came to fruition largely because the organizations that developed the guidelines refused to quit. And thank goodness for that. Better-trained telecommunicators will result in more lives and property saved. Years from now, these recommended minimum training guidelines will be seen for what they are, a watershed event in the history of 911 service in our country. Kudos to everyone involved in this marvelous achievement.

Nancy Pollock is a senior consultant for Mission Critical Partners, a public safety communications consulting firm headquartered in Port Matilda, Pa. She can be reached at [email protected].