911 Operator Onboarding Checklist

911 Operator Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new 911 Operator starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Emergency Services onboarding experience or just need an onboarding checklist for your new 911 Operator, you’re in the right place. We’ve put together a sample 911 Operator onboarding checklist below and have created onboarding templates & resources to help.

911 Operator Onboarding Checklist

1. Orientation: The new 911 operator attends an orientation session to familiarize themselves with the company’s policies, procedures, and organizational structure. This task is typically performed by the human resources department or a designated trainer.

2. Training on emergency protocols: The new operator undergoes comprehensive training on emergency protocols, including how to handle different types of emergencies, prioritize calls, and provide appropriate instructions to callers. This task is usually conducted by experienced 911 operators or trainers within the emergency services department.

3. Familiarization with communication systems: The new operator learns how to operate the communication systems used in the emergency services department, such as computer-aided dispatch (CAD) systems, radio systems, and telephone systems. This training is typically provided by the department’s IT staff or communication specialists.

4. Shadowing experienced operators: The new operator shadows experienced operators to observe and learn from their real-time interactions with callers and emergency responders. This task is performed by experienced 911 operators who act as mentors or trainers.

5. Practice scenarios: The new operator participates in simulated emergency scenarios to practice their skills and decision-making abilities. These scenarios may involve role-playing as both the operator and the caller. This task is usually facilitated by trainers or experienced operators.

6. Familiarization with local geography: The new operator familiarizes themselves with the local geography, including street names, landmarks, and key locations, to effectively provide directions and coordinate emergency responses. This task may be performed by experienced operators or trainers, or the new operator may be provided with maps and resources to study independently.

7. Review of legal and ethical considerations: The new operator receives training on legal and ethical considerations specific to the emergency services industry, such as confidentiality, privacy laws, and the duty to report certain incidents. This task is typically conducted by trainers or legal professionals within the organization.

8. CPR and first aid certification: The new operator undergoes training and certification in CPR (cardiopulmonary resuscitation) and first aid to be prepared for providing life-saving instructions to callers in emergency situations. This training is usually provided by certified trainers or external organizations.

9. Stress management and self-care training: The new operator receives training on stress management techniques and self-care strategies to cope with the emotional and psychological demands of the job. This task may be performed by trainers, mental health professionals, or employee assistance program coordinators.

10. Review of departmental policies and procedures: The new operator reviews departmental policies and procedures, including call handling protocols, documentation requirements, and quality assurance processes. This task is typically performed by supervisors or trainers within the emergency services department.

11. Equipment familiarization: The new operator becomes familiar with the various equipment used in the emergency services department, such as headsets, computer terminals, and recording devices. This training is usually provided by IT staff or equipment specialists.

12. Continuing education and professional development: The new operator is informed about opportunities for continuing education and professional development, such as attending conferences, workshops, or online courses to enhance their skills and knowledge in the field. This information may be provided by supervisors, trainers, or the human resources department.

13. Performance evaluation and feedback: The new operator undergoes regular performance evaluations and receives constructive feedback from supervisors or trainers to identify areas for improvement and ensure they meet the required standards. This task is typically performed by supervisors or designated evaluators within the emergency services department.

14. Integration into the team: The new operator is introduced to their colleagues and other team members to foster a sense of belonging and facilitate collaboration. This task may be performed by supervisors, trainers, or designated team leaders.

15. Emergency response drills: The new operator participates in emergency response drills to practice their skills and coordination with other emergency services personnel, such as police officers, firefighters, and paramedics. These drills are typically organized by the emergency services department in collaboration with other agencies

Setting Up Your Employee Onboarding Process

From reading through the items in the example 911 Operator checklist above, you’ll now have an idea of how you can apply best practices to getting your new 911 Operator up to speed and working well in your Emergency Services team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.