Dispatcher On-the-Job Training – Effective 3/30/2019

Equipment Use


Effective March 30, 2019

In conjunction with completing basic academy training, the dispatcher must review local policies and procedures and competently and accurately perform the tasks/skills identified in the On-The-Job-Training performance outcomes below.

5.1 - 5.100.   Equipment Use

5.1. Demonstrate the ability to use and manage a phone system:

5.1.1. Log in and out

5.1.2. Answer phone calls

5.1.3. Make phone calls

5.1.4. Transfer and conference calls

5.1.5. Disconnect calls

5.1.6. Search phone numbers

5.1.7. Place calls on hold

5.1.8. Adjust volume control and use mute feature

5.1.9. Obtain subscriber information

5.2. Demonstrate the ability to use and manage Computer Aided Dispatch (CAD):

5.2.1. Identify and use CAD commands

5.2.2. Identify and use CAD function keys

5.2.3. Identify and use CAD screens

5.2.4. Restart the computer system

5.3. Operate radio equipment:

5.3.1. Demonstrate knowledge of interoperable communication systems (e.g. COMLINC)

5.3.2. Identify the various ways to operate and transmit across the radio

5.4. Operate the audio logging system to playback call or radio traffic

5.5. Operate paging equipment

5.6. Maintain equipment within the communications center:

5.6.1.   Troubleshoot equipment problems

5.6.2.   Document and report equipment problems

(5.7. – 5.100. Reserve)

Call Taking and Dispatching Duties


Effective March 30, 2019

5.101. – 5.200.  Call Taking and Dispatching Duties

5.101. Rapidly and accurately record information into CAD and/or on cards

5.102. Use written information and CAD to dispatch and assign law enforcement to respond

5.103. Research information on persons and locations (e.g. call history, wanted checks)

5.104. Identify elements of criminal acts to determine which category a crime should be classified per agency policy for purposes of labeling an incident in the CAD system

5.105. Track, monitor, and accurately document incidents and relay pertinent information from caller or other responders to law enforcement enroute to scene

5.106. Track, monitor, and accurately document incidents and relay pertinent information from caller or other responders to law enforcement on scene and routinely check for officer safety

5.107. Use written information /computer-aided dispatch to redirect incidents to another dispatcher within the agency

5.108. Use written information/ computer-aided dispatch to redirect incidents to another dispatcher in a different jurisdiction

5.109. Demonstrate the ability to process a call per Performance Outcome 1.5.

5.110. Demonstrate how to handle a wireless phone call

5.111. Transfer and monitor transferred call until connection is established

5.112. Receive and handle TDD calls   

5.113. Monitor, respond, and dispatch by radio, computer transmission, and written documentation; information to and from field units

5.114. Demonstrate how to handle improperly routed calls and caller information discrepancies

5.115. Demonstrate the ability to use alternative call taking/dispatching methods if there is an equipment failure:

5.115.1. Use alternative call taking/dispatching methods if computer is down

5.115.2. Use alternative communication methods if regular radio is down

5.116. Use maps and street files to identify locations and proper codes (hard copy and/or computerized)

5.117. Receive and process telematics (e.g. OnStar) provider of vehicle crash information, including crash type, potential damage, location, availability/responsiveness of victim


(5.118. – 5.200. Reserve)



Effective March 30, 2019

5.201.  -  5.300.  VCIN/NCIC

5.201. Use NCIC or other manuals for assistance

5.202. Transmit emergency bulletins by TTY

5.203. Attend VCIN /NCIC Certification Course and attain certification based on agency requirements.  The agency shall produce Virginia State Police approved documentation of       successful completion of the course.

(5.204. – 5.300. Reserve)



Effective March 30, 2019

5.301. - 5.400.  General

5.301. Answer, refer, and route calls/messages to proper departmental unit:

5.301.1. Accurately document information received verbally

5.302. Prepare a general Be On the Lookout (BOLO)

5.303. Identify local ordinances pertaining to calls for service

5.304. Obtain and use maps and cross street directories

5.305. Demonstrate map reading skills to include street directions:

            5.305.1. Identify agency geographical jurisdiction

            5.305.2. Identify the geographical jurisdiction of contiguous localities

5.306. Demonstrate how to contact available resources internal or external to your agency

5.307. Provide information, refer and/or transfer calls to appropriate departments or agencies as a general service to the public

5.308. Provide requested information to authorized departments or agencies, per department policy (e.g. FOIA Officer, Public Information Officer)

5.309. Recite and use phonetic alphabet

5.310. Identify and use 24 hour (e.g. military and other emergency services) time

5.311. Review the agency’s emergency operations plan

5.312. Review the agency’s active shooter/assailant/threat policy and identify the dispatcher’s role within the policy


(5.313 - 5.400. Reserve)