How to Become a 911 Dispatcher?

Police dispatchers answer 911 calls and ensure an effective response to emergencies. They offer a lifeline between the public and law enforcement as well as playing a vital role in ensuring public safety.

A calm demeanor, critical thinking, and exceptional communication skills are essential if you want to join the first-response team. These will be important when performing the following duties:

• Speaking with callers – Dispatchers help callers remain calm, gather crucial information about the emergency, and guide callers through safety and first aid procedures.
• Communication and coordination – Assessing urgency and relying on information is an essential part of the role. Dispatchers quickly prioritize calls and assess the most appropriate response. They also efficiently manage multiple communication channels to provide clear and concise instructions to officers.
• Non-emergency responsibilities – Documenting calls, handling tasks such as background checks, and answering general inquiries are also responsibilities for police dispatchers.

Every police department has unique requirements and challenges. We recommend that you contact your local or desired dispatch center and inquire about the necessary steps to become a 911dispatcher.

You will have to fill out an online application to start your process, there you can be instructed on the next steps.

The dispatcher test is a selection exam used to screen candidates interested in becoming a 911 operator. Acing the test will help you get ahead of the very competitive application process.

Although there is not one standardized dispatcher test, they usually evaluate some or all these aptitudes: typing, listening, reading, setting priorities, speech recognition, memory, map reading, spatial orientation, and reading comprehension.

Most candidates for public safety police dispatcher jobs in the US take one of the following tests:

CritiCall Practice Test

The CritiCall Test is the most popular 911 dispatcher exam in the US and Canada. It simulates the day-to-day duties of police dispatchers and evaluates potential to succeed in training and the actual job.

Not all CritiCall tests are the same, your dispatch center can choose the modules that are most important for them. Some of them include typing, call summarization, decision-making, memory, prioritization, map reading, reading comprehension, and spelling.

Take a look at this call summarization module sample question. 

POST Dispatcher Test

The Commission on Peace Officer Standards and Training (POST) measures your abilities necessary for a successful performance as a 911 dispatcher. It is mainly used by agencies in California.

The POST Test is divided into four areas: verbal, reasoning, memory, and perceptual abilities. It consists of 11 short exams, ranging from 5-15 minutes per test. The complete test battery should take between 2-3 hours to complete.

Try answering the following perceptual ability sample question.

Police Communications Technician Exam

This test, also known as the NYPD 911 Operator Exam, is a necessary step to become a 911 dispatcher in New York. The test is 85 questions long and takes 2 hours and 45 minutes to complete.

The Police Communications Technician Exam includes 7 sections: written comprehension, written expression, memorizations, problem sensitivity, deductive reasoning, inductive reasoning, and information ordering.

There is no single standardized procedure, however, police dispatchers all require the following minimum requirements:

• Be at least 18 years old.
• Have a high school diploma or GED.
• Be a US citizen or legally authorized to work in the US.
• Undergo a background check and a medical examination.

Although not mandatory, a college degree in criminal justice, communication, or a related field can strengthen your application. Experience in roles related to dispatching can also help your chances of being accepted. Jobs such as a call center representative, or any position related to customer service or administrative support are a big plus.

Besides academic and work experience, police departments are looking for candidates who can provide with the following strengths: composure under pressure, emotional control, clear communication, organizational skills, quick decision-making, and computer proficiency. Consider building these skills before applying, they will make you a competitive candidate.

The interview and psychological evaluations are a chance to showcase your unique strengths and suitability for the demanding role.

The interview process will depend on the department that you are applying to, but you can expect questions about the following skills:

• Motivation – Why do you want to become a 911 dispatcher?
• Decision-making skills – How would you handle an ambiguous call?
• Stress management – Describe techniques you use to stay calm under pressure/
• Communication skills – Give examples of clear and concise communication in stressful situations.
• Understanding of the role – What are some of the key responsibilities of a 911 dispatcher?

The psychological evaluation, often computer-based, will assess your emotional stability, ability to handle stress, and overall management in a high-pressure environment. It is similar to the pre-employment Police Psychological Exam.

After completing the mentioned steps in your application process, the agency will usually require that you complete a 911 dispatcher training program and/or several certifications relevant for the position. There is not one standardized procedure, each agency sets their training standards.

Some of the most common paramedic related training programs are Emergency Medical Dispatcher (EMD) and Emergency Number Professional (ENP). Some agencies may also provide in-house training programs.

You might also be required to join a training program in some of the following fields:

• Advanced first aid.
• Hazardous materials.
• Domestic violence.
• Suicide Intervention.

• Find Civil Service position by location – Find the exam preparation you need across the US including New York, Texas, New Jersey, Massachusetts, California, and Ohio.
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