VASSALBORO, Maine (NEWS CENTER) -- Maine has some 600 emergency dispatchers -- the people who answer the phone when you dial 911. But until this week, most of their training has been handled locally.
Now the state's Emergency Services Communications Bureau is hosting the first-ever basic training class for 911 dispatchers.
The training, which is taking place at the Maine Criminal justice Academy in Vassalboro, is designed to help new dispatchers learn how to handle callers, and how to get the needed information from them in a compassionate way.
"It's customer service," says Steve Bunker, operations manager of the state's 911 Bureau. "The public expects a professional, well-trained, skilled dispatcher at the end of any 911 call, regardless of where it's answered."
He says much of the training for dispatchers has been local, on-the-job training, and has not emphasized customer service. He calls that aspect of the class "the missing link", and hopes it will help dispatchers learn how to better help people through a crisis, while getting them help as quickly as possible.
Bunker says all dispatchers get training on the computer systems, the police teletype information system and on emergency medical dispatching, as part of the Enhanced 911 system. The new training class is being paid for with funds from the special surcharge on telephone and cell phone bills, which is what funds the overall 911 system. He says this first class is focusing on new dispatchers, and they plan to have more classes.
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