Emergency Telecommunications Dispatcher Onboarding Checklist

Emergency Telecommunications Dispatcher Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Emergency Telecommunications Dispatcher 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 Emergency Telecommunications Dispatcher, you’re in the right place. We’ve put together a sample Emergency Telecommunications Dispatcher onboarding checklist below and have created onboarding templates & resources to help.

Emergency Telecommunications Dispatcher Onboarding Checklist

1. Orientation: The new emergency telecommunications dispatcher 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. Introduction to Emergency Services: The new dispatcher receives an introduction to the emergency services industry, including an overview of the different emergency response agencies, their roles, and the importance of effective communication during emergencies. This task is usually conducted by a senior dispatcher or a training officer.

3. System Training: The new dispatcher undergoes comprehensive training on the emergency dispatch system used by the company. This includes learning how to operate the computer-aided dispatch (CAD) software, radio communication systems, and other essential tools. The training is typically conducted by experienced dispatchers or trainers.

4. Call Handling Procedures: The new dispatcher is trained on call handling procedures, including how to answer emergency calls, gather critical information, and prioritize calls based on the severity of the situation. This training is usually provided by experienced dispatchers or supervisors.

5. Emergency Protocols: The new dispatcher learns about the various emergency protocols and procedures specific to the company and the jurisdiction it serves. This includes understanding the appropriate response for different types of emergencies, coordinating with other emergency services, and following established protocols for specific situations. Training on emergency protocols is typically conducted by experienced dispatchers or training officers.

6. Geographic Familiarization: The new dispatcher undergoes training to become familiar with the geography of the area they will be serving. This includes learning about street names, landmarks, and other geographical features that are crucial for accurate location identification during emergency calls. This training is often provided by experienced dispatchers or supervisors.

7. Stress Management: The new dispatcher receives training on stress management techniques and coping strategies to handle the emotional and psychological challenges that come with the job. This training may be conducted by a mental health professional or a designated trainer within the company.

8. Radio Communication: The new dispatcher learns how to effectively communicate over the radio with emergency responders, providing clear and concise information while adhering to established radio protocols. This training is typically provided by experienced dispatchers or supervisors.

9. Shift Scheduling: The new dispatcher is introduced to the company’s shift scheduling system and learns how to request time off, swap shifts, and manage their work schedule. This task is usually handled by the scheduling department or a designated supervisor.

10. Quality Assurance: The new dispatcher is trained on the company’s quality assurance processes, including call monitoring, feedback sessions, and performance evaluations. This training is typically conducted by quality assurance personnel or supervisors.

11. Continuing Education: The new dispatcher is informed about the company’s ongoing training and professional development opportunities, including workshops, seminars, and certifications relevant to the emergency services industry. This information is usually provided by the training department or a designated training officer.

12. Equipment Familiarization: The new dispatcher receives training on the various equipment used in the emergency dispatch center, such as computer systems, telephones, headsets, and other communication devices. This training is typically provided by IT personnel or experienced dispatchers.

13. Team Collaboration: The new dispatcher is introduced to their colleagues and encouraged to participate in team-building activities to foster a sense of camaraderie and collaboration within the dispatch center. This task may be organized by the human resources department or a designated team leader.

14. Emergency Preparedness: The new dispatcher undergoes training on emergency preparedness, including personal safety measures, evacuation procedures, and protocols for handling emergencies within the dispatch center itself. This training is typically conducted by safety officers or designated trainers.

15. Documentation and Record-Keeping: The new dispatcher learns how to accurately document and maintain records of all emergency calls, incidents, and actions taken during their shifts. This training is typically provided by experienced dispatchers or supervisors.

16. Legal and Ethical Considerations: The new dispatcher receives training on the legal and ethical responsibilities associated with the occupation, including confidentiality, privacy laws, and adherence to professional codes of conduct. This training may be conducted by legal counsel or a designated trainer within the company.

17. Performance Expectations: The new dispatcher is informed about the company’s performance expectations, including key performance indicators (KPIs), response time targets, and customer service standards. This information is typically provided by supervisors or the performance management department.

18. Shadowing and Mentoring: The new dispatcher is paired with an experienced dispatcher who serves as their mentor during the initial weeks or months on the job. This mentor provides guidance, support, and feedback to help the new dispatcher acclimate to their role. The mentorship program is usually coordinated by the training department or a designated mentorship coordinator.

19. Emergency Medical Dispatch Training: If required, the new dispatcher undergoes specialized training in emergency medical dispatch (EMD), learning how to provide pre-arrival instructions for medical emergencies, including CPR, childbirth, and other life-saving techniques. This training is typically conducted by certified EMD instructors or experienced dispatchers.

20. Performance Evaluation: After a designated period, the new dispatcher undergoes a performance evaluation to assess their competency and proficiency in the role. This evaluation is typically conducted by supervisors or the performance management department, and feedback is provided to help the dispatcher further develop their skills.

Note: The specific tasks and their order may vary depending on the company and jurisdiction

Setting Up Your Employee Onboarding Process

From reading through the items in the example Emergency Telecommunications Dispatcher checklist above, you’ll now have an idea of how you can apply best practices to getting your new Emergency Telecommunications Dispatcher 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.