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Office of Program Policy Analysis and Government Accountability

911 Call Center Training in Florida Varies; Options Exist for Creating Minimum Standards, Report No. 10-12, January 2010
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  • 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.

Which Government Program Summaries contain related information?

Department of Management Services Technology
Department of Health
Continuing Workforce Education

What other OPPAGA-related materials are available?

  • Report No. 04-64 Progress Report: Statewide Law Enforcement Radio System Nears Full Statewide Implementation; Additional State Funds Will Be Necessary,published in August 2004.
  • Report No. 02-71 An Altered Credit Allocation and a Combined Dispatch System Would Better Support State Law Enforcement Radio System,published in December 2002.
  • Report No. 08-S11 Sunset Review-Department of Management Services Advisory Committees Assessment, published in December 2008.

Copies of this report in print or alternate accessible format may be obtained by telephone (850/488-0021), by FAX (850/487-9213), in person, or by mail (OPPAGA Report Production, Claude Pepper Building, Room 312, 111 W. Madison St., Tallahassee, FL 32399-1475).
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