9-1-1 Employment FAQ

Q. I've heard 9-1-1 call taking and dispatching is very stressful.  Is that true?

A. It can be.  The job is very fast paced and each call taker and dispatcher must make critical decisions that may directly affect the person's life or safety.  Most dispatchers who make a career in 9-1-1 are able to deal with the variety of situations without becoming overly stressed.  For those times they do experience stress, we have a peer support system in place as well as services from County mental health available.

Q. Is being a 9-1-1 call taker/dispatcher rewarding?

A. This can be a very rewarding and fulfilling occupation.  The call takers and dispatchers at C-COM have literally saved lives by instructing callers how to do CPR, deliver babies, give rescue breathing, and getting information to law and fire responders via the radio that keeps them safe.  Being able to provide these services to the public and to responders can be an incredible feeling.

Q. What kind of education do I need to be a call taker/dispatcher?

A. You must have a high school diploma or GED.  There are no specific higher education courses required to work at C-COM.  It does help if you have a good employment record that involves customer contact, and you should also have very good computer and keyboarding skills.  C-COM requires 115 keystrokes per minute (approximately 55 wpm) typing speed to qualify for further testing.

You should be comfortable and have familiarity with various technologies, such as computer operations, basic radio functionality and multi-line telephones. These are not requirements, but being comfortable with technology and the rapid change and advancement of technology in the workplace would assist you to be a successful employee at C-COM

Q. Is there a background check?

A. An extremely thorough background check is completed on every applicant.  You should not apply if you have any felony convictions. You may also be disqualified if you have EVER used any illegal drugs.  Other criminal records are taken into consideration during the hiring process and may or may not be disqualifying, depending on several factors.  Our background standards are similar to those of any law enforcement agency when hiring for new police officers.

Q. What happens after I apply?

A. After you apply for a position at C-COM, you will be required to take a three job related tests.  The first exam is a video test (called Ergometrics) that evaluates your potential to do the job of call taking and dispatching.  If you successfully pass the video test, you will be invited to take a computer based test (Critcall) and a data entry test, which also evaluates your skills to work in the emergency communications profession.

If you pass the three tests mentioned above (Ergometrics, Criticall, and data entry) you will be placed on the ranked eligibility register on your test performance.  The top scoring candidates will begin the background check process.  The top scoring candidates who successfully pass the background investigation will be invited to a department interview which is usually with the Department Director, Operations Manager, a Supervisor and one or two dispatchers. 

After the interview, you may be offered a position at C-COM contingent on passing a Psychological examination and medical screening.  This Psychological examination will evaluate your cognitive skills (specifically your auditory and visual skills) and it will evaluate your overall propensity to be successful in this career.  Of those who pass the interviews and the background check, usually 30% fail the psychological exam.  It is not a test to evaluate mental illness, but your ability to be a successful dispatcher at C-COM.  The medical screening evaluates your hearing and visual acuity that is required to perform the duties of call taker and dispatcher.

We are looking for the very best candidates, which is why the process involves so many steps and why there is a high level of detail in evaluating each prospective candidate.

Q. Are there opportunities for career advancement in 9-1-1?

A. There are advancement opportunities within C-COM and outside of C-COM as well.  A call taker/dispatcher may qualify to apply for other positions in C-COM.  A career path within C-COM may include promotion from dispatcher to shift leader, from shift leader to Operations Supervisor, from Operations Supervisor to Operations Manager, and even from Operations Manager to Director.  Your career path could move to other agencies outside of C-COM as well.  Other 9-1-1 centers may hire supervisors and management staff from other agencies besides their own, depending on the experience of the applicant.  Many dispatchers are very satisfied remaining in that position or as a shift leader for their entire career.  However, if you have ambition and drive to move up the chain of command, there are opportunities within and outside of C-COM.

Q. What do dispatchers get paid?

A. See the recruitment page for salary information.

Q. How long does training last?

A. Training to be a 9-1-1 call taker/dispatcher is fast paced and intensive.  All trainees attend an in-house academy that lasts 8 weeks.  Trainees also attend a state academy

Q. What kinds of shifts to call takers/dispatchers work?

A. Like all 9-1-1 centers, C-COM operates 24-hours a day, 365 days per year.  We have a required minimum staffing to maintain each day.

Each year, call takers/dispatchers bid, by seniority, on which shift they will work for the upcoming year.  As a new employee, you would not have much seniority.  Currently, C-COM's earliest shift begins at 5am and the latest shift begins at 8pm.  A dispatcher would potentially work any time during a 24-hour period.

C-COM employees must be willing to work weekends & holidays.  The call taker/dispatchers at C-COM work a rotating work week comprised of 4 days on duty and 4 days off duty.  Shifts currently last 11 hours, but may be extended up to 13 hours when required to maintain minimum staffing.  Employees are not required to come in on their days off to fill empty shifts, but many take advantage of overtime opportunities that occur in order to maintain staffing levels.