Training Program

Facilitating contemporary training is a critical need of the organization.  There are a multitude of topics and continually changing technology that require the staff to be knowledgeable and prepared to act without delay to meet any situation. The employee group works staggered hours around the clock which requires some training to take place during unconventional hours.  Assessments and analysis are conducted regularly to identify training needs, including results of the quality assurance program and review of the inquiry process to identify possible trends.

Initial training for the call receiver position is conducted in a classroom setting over approximately 10 weeks.  Scores of 80% or better are required on each test administered in the academy, including a final written and final practical test.  After successful completion of the academy the trainee is then assigned to a Communications Training Officer (CTO) for approximately 8 to 12 weeks while answering emergency and non-emergency calls until completion of training.  Once the employee has become proficient in call receiving training will continue for police, fire and EMS dispatching.

There are several certifications that telecommunicators are required to obtain and keep current, including Washington State Telecommunicator Certifications; King County Emergency Medical Dispatch Certification; Washington State Patrol ACCESS certification; and FEMA National Incident Management System (NIMS).

In 2006, Valley Communications Center’s Training Program was the first in the country to be recognized as having achieved compliance in meeting or exceeding APCO International’s Project 33, Revised Minimum Training Standards for Public Safety Telecommunicators. The Standards specify the minimum training requirements of operational personnel assigned to any public safety communications function.  In 2009 Valley Communications Center’s Training Program was awarded Project 33 recertification, having demonstrated that the standards continue to be upheld.

To help accomplish the overwhelming task of training delivery, the talents of the operations staff are called on in the form of the Communications Training Officer (CTO) Program. The CTOs are trained to use contemporary delivery methods and with the guidance of the Training Manager, they provide the vast majority of classroom instruction, hands-on training and continuing education for our staff. All of the CTOs attend required training to prepare them to apply adult learning principals in the classroom and individual training assignments. They learn to create an environment that contains strategies for success and gives the responsibility for learning to the trainee.  This group has developed several unique training efforts, such as the “Daily Dose” program, which delivers a daily training item.  This group also developed and delivers the Citizen’s Academy, which is offered twice yearly for one night a week for a period of eight weeks in an effort to educate the public about their local public safety dispatch agency.

Training curriculum for all in-house Academies has been converted to a Problem Based Learning format, which allows the CTO to serve as a facilitator and guide the trainees as they actively participate in their learning. The training program matches teaching methods to tasks and learners, and recognizes the pivotal role of the CTO within the organization.  The CTO Program has developed into a highly professional and effective method of managing training, and the group is constantly assessing effectiveness and seeking innovative techniques to accomplish training objectives.  Our Program has served as a model for other organizations.

Our training room is complete with all the equipment necessary to simulate call receiving and dispatching operations, as well as the most contemporary training tools such as computer projection, television and a printable white board. It provides additional space for expanded operations if a large-scale event occurs or to accommodate special events. The training room is also used as the backup site for King County Sheriff’s Office Communications Center should they have to evacuate due to an emergency.