Dispatcher Training

At NRV 911, successful communications officer applicants undergo a vetting process including a comprehensive background investigation. Once, vetted, all new hires complete a 3 week classroom training program covering the following topics:

  • Orientation
  • The dispatcher’s role in public safety
  • Training Program Overview:
  • Review Standard Operating Procedures
  • Call taking basics
  • 9-1-1 wireless call processing
  • Questioning callers
  • Radio communications & NIMS
  • VCIN/NCIC overview
  • 911 phone system training
  • Radio system training
  • CAD (Computer Aided Dispatch) training
  • Cultural diversity
  • Liability
  • Coping with stress
  • Ride along with a patrol officer
  • Jurisdictional training
  • Dispatch observation
  • Role playing for call taking
  • Role playing for radio operations
  • Role playing for call taking/radio operations


After this foundational training, each trainee is assigned to a CTO (Communications Training Officer) for one-on-one, on-the-job training. During their on-the-job training, trainees complete a standardized set of tasks based on the Department of Criminal Justice objectives, as well as, our standard operating procedures. The trainee is then prepared to handle a multitude of crisis situations. Each trainee is exposed to both day and night shift and provided ample opportunities to become proficient in their assignments. It takes approximately 6 months to complete this training. In addition, each communications officer must complete a 40 hour Basic Dispatch Academy at Cardinal Criminal Justice academy. A VCIN (Virginia Criminal Information Network) certification course (24 hours) is also required to complete the certification process.

Our team values ongoing education opportunities. NRV 911 participates in the VITA (Virginia Information Technologies Agency) educational grant. In 2017, NRV 911 joined in with a shared VITA grant with Roanoke County and co-hosted a Liability in the 911 Center training presented by NENA (National Emergency Number Association).


For more information about our training program please contact us here.