Overview#
A new dispatcher's first live cardiac arrest call should not be their first cardiac arrest call. By then, they need to have already worked through the scenario enough times to know the steps automatically, to keep their voice calm, and to keep the caller focused while the CAD record is being created. The Training & Certification module makes that preparation structured, measurable, and trackable.
The module is a dispatcher development platform that accelerates new dispatcher proficiency, maintains certification compliance, and improves skill performance through simulation-based training, automated certification tracking, and AI-powered skill assessment. Manual spreadsheet tracking of certification expiry dates, ad-hoc training schedules, and informal coaching conversations are replaced by a unified platform that reduces administrative burden while ensuring every dispatcher is certified, competent, and ready.
Key Features#
- Simulation-Based Emergency Training: Realistic scenario simulations covering traffic incidents, domestic disturbances, property crimes, violent crimes, and other emergency types so dispatchers practice in a safe environment before handling live calls
- Automated Certification Tracking: Monitors NENA, EMD, and other required certifications with expiration dates, renewal requirements, continuing education hour tracking, and automated alerts before certifications lapse
- Skill Assessment and Performance Analytics: Analyses dispatcher call handling through speech analytics that evaluate tone, pace, clarity, confidence, protocol adherence, and mandatory question completion
- Adaptive Learning Paths: Personalizes training content based on individual skill gaps, performance data, and role requirements so dispatchers spend time on areas that need improvement
- Agency-Specific Scenario Development: Enables creation of custom training scenarios with local context, custom caller audio, and agency-specific protocols beyond the standard scenario library
- QA Integration: Connects quality assurance review processes with training recommendations so that identified performance gaps automatically generate targeted learning assignments
- Remediation Planning: Creates targeted micro-learning plans when skill gaps are identified, with progress tracking and supervisor evaluation workflows to verify improvement
- Compliance Dashboards: Real-time visibility into certification status across the entire dispatch centre with automated reporting for supervisors and accreditation documentation
- Continuing Education Management: Tracks CE hour accumulation, manages approval workflows for external courses, and ensures requirements are met for each certification renewal cycle
Use Cases#
- Onboarding new dispatchers through a structured training programme with progressive simulations, competency assessments, and supervised call handling to reach independent operations faster than traditional classroom methods
- Maintaining certification compliance across the entire dispatch centre with automated expiration tracking, renewal reminders, and documentation that satisfies accreditation requirements
- Improving dispatcher performance through AI-powered skill gap identification, targeted remediation plans, and before-and-after QA score comparison to verify training effectiveness
- Preparing for accreditation assessments with complete training documentation, certification records, and compliance reports generated automatically from the platform
- Supporting island and remote emergency services where in-person training delivery is logistically difficult and simulation-based remote learning is a practical necessity
Integration#
The module connects with HR and payroll systems for employee records and certification incentive pay, CAD systems for call recording access and quality assurance review, and accreditation management tools for compliance documentation.
Open Standards#
- NENA/APCO Standards for Public Safety Communications: QA evaluation criteria are explicitly aligned with NENA and APCO standards; the module tracks NENA, EMD, and APCO-defined certifications and enforces the mandatory annual training hours those standards specify.
- APCO MPDS / AMPDS (Medical Priority Dispatch System): Simulation scenario cards and the dispatch protocol engine are modelled on the MPDS/APCO card structure, so dispatchers train against the same AMPDS determinant codes and pre-arrival instruction flows they will use on live calls.
- NENA-STA-010.3 (Emergency Incident Data Object, EIDO): CAD integration via the NENA EIDO connector surfaces the incident records and call metadata that supervisors review during QA and that feed automated training assignment workflows.
- RFC 7865 / RFC 7866 (SIP Recording, SIPREC): Live emergency call recordings are captured using the SIPREC protocol; the replay service issues role-gated signed URLs so supervisors and trainees can play back recorded calls as part of QA review and skill assessment.
- ISO 639-1 (Language Codes): The call transcription and speech analytics engine that evaluates tone, pace, and protocol adherence uses ISO 639-1 codes to identify the language of each call, supporting multilingual dispatch centre training.
- ISO 8601 / RFC 3339 (Date and Time): Certification expiry dates, continuing education hour records, and renewal deadline calculations are all stored and exchanged as ISO 8601 / RFC 3339 timestamps to ensure unambiguous compliance tracking across time zones.
- GraphQL: Training records, certification status, QA scores, and remediation plans are queried and mutated through a GraphQL API, enabling consistent data access from compliance dashboards, supervisor workflows, and external HR integrations.
Last Reviewed: 2026-02-04 Last Updated: 2026-04-14