Training Process

The training process to become a 9-1-1 call taker takes several months to complete due to the nature and complexity of the calls you will receive. Training times may also vary depending on which of our sites you will be working from.

We take a blended approach to training including in-classroom, on-the-job and e-Learning—which involves open and closed book testing, role-play and live calls led by the trainers and mentors. Our trainers and mentors are committed to supporting you in your learning and providing all the tools and skills required for success.

Throughout the training, a 9-1-1 call taker must pass all written and practical tests and the final exam before proceeding to the five-week mentoring phase of the program.

Successful completion of each step in the training process is required to be eligible for permanent full-time employment. Applicants are encouraged to be mindful of this when making financial arrangements and decisions based on this paid training opportunity.

Additional information:

  • 9-1-1 call takers must successfully complete a nine-month probationary period, comprised of approximately 16 weeks of formal call-taker training in the classroom and on-the-job practice.
    Training time does count toward the required nine-month probationary period.
  • 9-1-1 call takers will receive regular performance evaluations including quality assurance assessments, check-ins and ongoing coaching throughout their training and their career as a call taker.
  • After successful completion of classroom training, you are assigned a tenured 9-1-1 call taker to act as your mentor. Our mentors have all received special training to support you in the best way possible through the development and application of the skills that you have acquired during the in-classroom training. They will help round out your practical training through real-life application of skills and help you build your confidence as a 9-1-1 call taker.