New School

San Francisco's New Dispatch Trainees with their instructor Patrick  (far left).

San Francisco’s New Dispatch Trainees with their instructor Patrick (far left).

In the past week, we honored three dispatchers with a combined 61 years of experience.  We also honored 4 veteran dispatch supervisors with the Toni Hardley Award- named after a legendary woman who served as a mentor to many of San Francisco’s 9-1-1 professionals.  Years of training and experience helped each of them but where does it all start?

Today we introduce the new school: 10 dispatch trainees in the early stages of their year long journey to be San Francisco Public Safety Dispatchers.  The diverse class includes a native San Franciscan who finds challenge in referring to her neighborhood as police districts (D3, D4, ect.) rather than her beloved Mission.  The class even includes a candidate that has previous dispatch experience.

The trainees are in week seven of their 12 week POST (Peace Officers and Standards Training) Academy and their lives have been filled with lectures, case studies, and tests.  They’ve also had the opportunity to sit-along with veteran dispatchers as they answered emergency calls from the public or dispatched first responders to an incident.  The candidates learn valuable lessons from the calm manner in which their experienced mentors extract information from the public.  Their eyes try to keep up as 9-1-1 professionals move from monitor to monitor (as many as five) and quickly multi-task to relay information to police officers, fire fighters, or paramedics.

The new school is learning the well-established tools of the trade and is taking on new challenges as 9-1-1 evolves.  Later in the year, San Francisco will transition to a new computer aided dispatch or CAD system.  In addition to a new appearance and commands, the new CAD can dispatch specialized Fire Department units more efficiently.  This new generation of dispatchers will likely tackle the challenge of implementing Next Generation 9-1-1 which includes allowing the 911 system to accept and handle advanced information from the public, including video, photos, and text messages.

Being a public safety dispatcher is a demanding job that is critical to San Francisco’s public safety.  After completion of the POST Academy, the dispatch trainees will receive intense on-the-job training under the supervision of training dispatcher.  This includes answering emergency calls from the public and the responsibility of dispatching first responders on the radio.

Does the new school have what it takes to join the ranks of our 9-1-1 professionals?  Time will tell- but if they have the skills, judgment, and determination to keep the public and first responders safe then there’s a headset waiting for them.

San Francisco celebrates National Public Safety Telecommunicators Week to showcase the important lifesaving performed by our 9-1-1 professionals.  Dispatchers act as the communications hub for emergency services, and must quickly assess situations and send appropriate help.  San Francisco’s 9-1-1 Dispatchers manage more than 1.2 million emergency and non-emergency calls annually.   For more information on 9-1-1 in San Francisco visit


Posted on April 11, 2014, in 911, Stories and tagged , , , , , , . Bookmark the permalink. Leave a comment.

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