Emergency Telecommunicator Certification (911 Dispatcher)

Class Description

The Emergency Telecommunicator Certification (ETC) program trains individuals in emergency communication center operations, telecommunication technology, interpersonal communication, legal considerations and stress management. This course is ideal for those new to emergency dispatching and provides hands-on training with multimedia presentations.

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Course Structure & Schedule

There are two ways to complete this certification:

1. 1. Open Enrollment Course – Register directly through the Community College Workforce Alliance (CCWA).
2. 2. Henrico County Internship – A paid internship where the 911 Dispatcher course is embedded into the training. Applicants must first apply for the Henrico County 911 Dispatcher Internship and complete the application process before enrolling in the course.

Course Topics:

• Roles and Responsibilities of a 911 Dispatcher
• Emergency Telecommunication Technologies
• Call Handling and Communication Skills
• Police, Fire and Medical Call Classifications
• Managing Catastrophic Events (Natural & Man-Made)
• Radio Broadcast Procedures
• Legal Aspects of Public Safety Communication
• Quality Improvement Standards
• Stress Management for Emergency Dispatchers

Certification Details:

• Passing Score: 80% (Certification valid for 2 years)
• Format: In-person (days vary)
• Final Exam: Held on the last day of class

Henrico County 911 Dispatcher Internship (Paid)

This internship program includes the Emergency Telecommunicator Course as part of its training. To be eligible, applicants must complete the following steps:

1. 1. Submit Online Application (Check the Henrico County website for internship openings)
2. 2. Pass the CRITICALL 911 Dispatcher Test
3. 3. Complete a Background Investigation
4. 4. Attend a Staff Interview (Upon approval, you can register for the 911 Dispatcher course)
5. 5. Chief’s Review
6. 6. Undergo a Psychological Assessment & Clinical Interview
7. 7. Pass a Hearing, Vision Exam and Drug Screening
8. 8. Receive Final Offer of Employment

Upcoming Class Dates

Register for Mandatory Orientation