Your first phase of training will be in the classroom, generally for nine weeks. In the classroom you can expect intensive training in CAD (computer-aided dispatch), our PlantCML phone system, geography, jurisdictional boundaries, emergency medical screening, known as ECO or Emergency Communications Operator training and common locations. Policy and procedure is covered, along with departmental standards of operation. You will have several tests each week on material you've covered, as well as the opportunity to practice hands-on application of what you've learned.
Everyone has their favorite subjects, and learning while competing with your classmates makes for a fast-paced, fun and bonding experience. (Being able to enjoy a laugh at yourself and each other while you learn helps make the classroom time memorable, as well as educational.) The people you train with will be among your closest on-the-job friends; these people will continue their careers alongside you.
After graduating from the classroom phase, you will begin your on-the-job training, actively taking both non-emergency and emergency calls. You will have a series of trainers working with you, to help guide you until you are ready to fly solo and take calls on your own. Initially, this can feel intimidating. Everyone is nervous when they first start taking calls; all of the senior agents have been through training, we understand and will support you. During this second phase of training, you may work different hours in order to experience different types of calls. Your trainers will answer your questions, monitor your progress daily, and point out potential weaknesses and strengths.
After your on-the-floor training phase, you are released to “fly solo”, or take calls unassisted. Your familiarity with call-types, resources, and speed will all continue to grow. To paraphrase Forrest Gump, "911 is like a box of chocolates; you never know just what you're going to get." This job keeps you mentally sharp and you will continue to grow throughout your career, both in job skills and as a compassionate human being.
Your callers will be injured, angry, frightened, panicked, enraged, and/or confused. Yours is the calm voice in the storm they turn to in their hour of need. You will be the one to get information from them that is needed to get help to them as quickly as possible. You'll employ all your training toward this goal, utilizing a wide set of skills that is unique to this profession.
You will be working either eight hour shifts, five days a week or ten hour shifts four days per week. We request our shift preferences three times per year, based upon seniority. As a 24-hour, 7 day a week operation, you must be prepared to work any of these hours. Until you attain some seniority, you can expect to work weekends and holidays, with your days off during the week-days. Your vacation weeks are similarly bid based upon seniority, many months in advance.
Occasionally when there are staffing shortages or unusual circumstances, such as a natural disaster, critical incident, national, state or local emergency, you may be required to come to work early or stay late. Along with Denver's police officers, fire-fighters and paramedics, 911 agents are considered to be "essential personnel". This means that you are needed at work despite inclement weather, such as a blizzard.
While we enjoy humor and camaraderie, we take our work seriously. We take pride in helping our citizen callers through some of the worst experiences of their lives. Confidentiality is required and many aspects of your work cannot be discussed with anyone. We strive to treat all callers with our full attention, courtesy and professionalism. This code of behavior is also the standard by which we treat one another.
When a critical incident occurs a beautiful thing happens. Everyone in the center, 911 agents, dispatchers and supervisors, all quietly and quickly work together until the situation is resolved. It's like choreography, or a hive where all the bees work in concert. The teamwork here is phenomenal, and essential to making Denver 911 the nationally recognized communication center that it is.
You will be joining a very select group of highly skilled “multi-taskers”. Although the support of your family for your career is essential, no one will understand the types of calls you are fielding more than another 911 agent does. You can expect to receive support and encouragement from all your trainers and co-workers, and you will forge friendships throughout your Denver 911 career. We enjoy a great teamwork at the Communications Center. Everyone tries to help one another whenever and however needed. After all, we are all attracted to this work because we like to help people!
- Lisa D, Denver 911 Agent