Office of Program Policy Analysis and Government Accountability
Office of Program Policy Analysis and Government Accountability

911 Call Center Training in Florida Varies; Options Exist for Creating Minimum Standards

Report 10-12, January 2010




Report Summary

  • Effective call-taking and dispatching are critical to the success of the 911 system. Call center staff must calmly and accurately gather information from distressed callers and determine which agencies should be sent to assist each caller.
  • Florida does not regularly collect comprehensive information on all call center staff. While the state offers a 208-hour voluntary training certification program for 911 call center staff, it does not mandate minimum levels of training for these personnel as do other large states. As a result, the initial and in-service training provided to 911 call center staff varies across the state. Most call centers reported that they offer some level of either formal classroom training and/or on-the-job training for newly hired 911 call-takers and dispatchers. However, training is largely accomplished on the job and formal training generally falls short of voluntary certification standards. While E911 funds can be used for call-taker training, they cannot be used for dispatcher training, which is primarily funded through local sources.
  • The Legislature could consider several options for mandating training and certification and making training more accessible to call centers. Alternatively, the Legislature could consider requiring minimum levels of training without mandating certification.


Related Reports
  1. Progress Report: Statewide Law Enforcement Radio System Nears Full Statewide Implementation; Additional State Funds Will Be Necessary
    Report 04-64 August 2004
  2. An Altered Credit Allocation and a Combined Dispatch System Would Better Support State Law Enforcement Radio System
    Report 02-71 December 2002
Copies of this report in print or alternate accessible format may be obtained by email OPPAGA@oppaga.fl.gov, telephone (850) 488-0021, or mail 111 W. Madison St., Room 312 Tallahassee, FL 32399-1475.
Copies of this report in print or alternate accessible format may be obtained by email OPPAGA@oppaga.fl.gov, telephone (850) 488-0021, or mail 111 W. Madison St., Room 312 Tallahassee, FL 32399-1475.
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