Emergency Centre Telephonist Onboarding Checklist

Emergency Centre Telephonist Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Emergency Centre Telephonist 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 Customer Service onboarding experience or just need an onboarding checklist for your new Emergency Centre Telephonist, you’re in the right place. We’ve put together a sample Emergency Centre Telephonist onboarding checklist below and have created onboarding templates & resources to help.

Emergency Centre Telephonist Onboarding Checklist

1. Introduction to company policies and procedures: The new Emergency Centre Telephonist should receive a comprehensive overview of the company’s policies and procedures. This includes understanding the code of conduct, confidentiality guidelines, and emergency response protocols. The Human Resources department is responsible for providing this information and ensuring the telephonist understands and adheres to these policies.

2. Familiarization with emergency response systems: The telephonist needs to become familiar with the emergency response systems used by the company. This includes learning how to operate the telephone and computer systems, accessing relevant databases, and understanding the call routing process. The IT department and experienced telephonists will provide training and guidance in this area.

3. Training on call handling techniques: Effective call handling is crucial in emergency situations. The new telephonist should receive training on active listening, empathy, and maintaining composure during stressful situations. This training is typically conducted by experienced telephonists or supervisors who have expertise in handling emergency calls.

4. Understanding emergency protocols: The telephonist must be well-versed in the company’s emergency protocols, including specific procedures for different types of emergencies such as medical, fire, or law enforcement situations. This knowledge ensures that the telephonist can provide accurate and timely information to emergency responders. Training on emergency protocols is usually conducted by experienced telephonists or supervisors.

5. Learning about the local area: Familiarity with the local area is essential for an Emergency Centre Telephonist as they may need to provide directions or information about nearby landmarks during emergency calls. The telephonist should receive training on local geography, street names, and landmarks. This training can be provided by experienced telephonists or supervisors who are knowledgeable about the area.

6. Shadowing experienced telephonists: To gain practical experience and observe real-life emergency call handling, the new telephonist should have the opportunity to shadow experienced telephonists. This allows them to learn from their colleagues’ expertise, observe their techniques, and understand how to handle different types of emergency calls effectively. Experienced telephonists or supervisors will facilitate this shadowing process.

7. Practice scenarios and role-playing: To further enhance their skills, the new telephonist should engage in practice scenarios and role-playing exercises. This allows them to simulate emergency calls and practice their call handling techniques in a controlled environment. Experienced telephonists or supervisors can lead these exercises and provide feedback and guidance to improve performance.

8. Continuous training and professional development: Emergency Centre Telephonists should receive ongoing training and opportunities for professional development to stay updated with the latest emergency response techniques, technology advancements, and industry best practices. This can include attending workshops, conferences, or online courses. The Human Resources department, in collaboration with supervisors, is responsible for organizing and facilitating these training opportunities.

9. Building relationships with emergency responders: The telephonist should have the opportunity to build relationships with emergency responders such as police, fire, and medical personnel. This can involve attending joint training sessions, participating in ride-alongs, or organizing meetings to foster collaboration and understanding between the telephonist and emergency responders. Supervisors or managers can facilitate these relationship-building activities.

10. Performance evaluation and feedback: Regular performance evaluations and feedback sessions are crucial for the telephonist’s growth and improvement. Supervisors should conduct periodic evaluations to assess the telephonist’s performance, provide constructive feedback, and identify areas for development. This feedback helps the telephonist enhance their skills and ensure they are meeting the company’s expectations.

11. Familiarization with additional communication channels: In addition to telephone calls, Emergency Centre Telephonists may need to handle emergency communications through other channels such as text messages, emails, or online chat platforms. The new telephonist should receive training on how to effectively handle emergency communications through these channels, including understanding the specific protocols and response times. Experienced telephonists or supervisors can provide this training.

12. Stress management and self-care: Emergency Centre Telephonists often face high-stress situations, which can take a toll on their mental and emotional well-being. The company should provide resources and training on stress management techniques and self-care practices to help telephonists cope with the demands of their role. This can include workshops, counseling services, or access to employee assistance programs. The Human Resources department is responsible for implementing these resources and ensuring telephonists have access to them.

13. Understanding legal and ethical considerations: Emergency Centre Telephonists must be aware of the legal and ethical considerations surrounding their role. This includes understanding privacy laws, confidentiality requirements, and the importance of maintaining professionalism and impartiality. The company’s legal department or supervisors should provide training and guidance on these matters.

14. Cross-training opportunities: To enhance their versatility and provide backup support, the telephonist should have the opportunity to receive cross-training in other areas of the emergency centre, such as dispatching or administrative tasks. This allows them to gain a broader understanding of the emergency response process and contribute to the overall efficiency of the centre. Supervisors or managers can coordinate these cross-training opportunities.

15. Introduction to company culture and values: Lastly, the new telephonist should be introduced to the company’s culture and values. This includes understanding the organization’s mission, vision, and core values, as well as the importance of teamwork, collaboration, and customer service excellence. The Human Resources department, along with supervisors and managers, should facilitate this introduction and ensure the telephonist aligns with the company’s culture and values

Setting Up Your Employee Onboarding Process

From reading through the items in the example Emergency Centre Telephonist checklist above, you’ll now have an idea of how you can apply best practices to getting your new Emergency Centre Telephonist up to speed and working well in your Customer Service 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.