9-1-1 Dispatcher Training

Project Overview

While working at a 9-1-1 company, I was assigned the task of creating a series of mini-lessons teaching different protocols used by 9-1-1 dispatchers. Each protocol is a separate mini-lesson.

I started by emailing our SMEs, informing them of the mini-lesson series.

My approach to each mini-lesson was the same. First, I researched the specific protocol using internal resources such as the 9-1-1 software, training manuals, and additional documentation. Then, I listened to sample 9-1-1 calls that applied to the protocol. I listened to calls with similar protocols, with the intention of addressing misconceptions and incorrect protocol selection. Next, I used external resources, such as academic journal articles, news articles, and other sources, to discover additional information. I also worked with SMEs when I had additional questions.

I organized and outlined the course. Once the outline was approved, I started writing the course content. Upon approval of the course content, I used the internal building tool to create the SCORM packages.

The course underwent several phases of QA with myself, my lead, our SMEs, and the CEO of our company. After receiving feedback, I corrected and updated the content. When final approval was received, I posted it on our LMS for our learners.

Sample 1

This is part of a lesson that teaches 9-1-1 dispatchers about the vehicle fire protocol versus other protocols.​

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Sample 2

This mini-lesson reviewed boat fire protocols. I used the example of the Conception disaster to help learners understand the importance of following this protocol. I discovered the Conception disaster through external research. Including real events like this helped dispatchers grasp the real-world consequences of selecting the correct protocol.