Most PLS online dispatcher lessons analyze actual 9-1-1 emergency calls selected for the relevance of the call’s topic and their potential training value. The lesson plays an audio recording of each Target Call. The training analyzes every aspect of the call, including: the dispatcher’s questioning techniques (where, what, when, who, etc.); professionalism (situational awareness, caller/responder/public safety, control, use of language); and customer service (assurances, courtesy, use of voice, manner of ending the call, etc.).

PLS dispatcher training emphasizes developing visualization skills.

PLS online training provides dispatchers with information they rarely have available to them after the call: the outcome of the emergency that was the subject of the Target Call. Our training also offers an analysis of the dispatcher’s call handling from the perspective of career dispatchers, a personal injury attorney, and a risk manager. Finally, PLS training provides background material, media links, discussion questions, and/or statistics related to the emergency in the Target Call.

Each PLS online dispatcher lesson takes approximately one hour to complete.

Lesson topics are chosen to provide training opportunities on a wide variety of 9-1-1 emergency situations. This includes frequent call topics such as domestic disputes and motorists reporting impaired drivers and less common topics such as active shooters, baby deliveries, and excited delirium. A unique feature of PLS Dispatch Pro online training is that it provides training on two levels. First, Dispatch Pro focuses on visualization, professionalism, and customer service skills development. Second, Dispatch Pro provides training on the incident itself by giving background information on the call (including the outcome of the situation) and facts, news links, and other information intended to build the dispatcher’s general knowledge on various types of emergencies. An index of recent lessons is available here. Lessons provide an attorney’s perspective on any aspects of the dispatcher’s call handling that could lead to agency liability.

Dispatch Pro lessons are designed to satisfy state CDE recertification requirements for line dispatchers in most states. PLS Dispatch Pro online training is eligible to satisfy CDE recertification requirements for APCO (EMD) designations and IAED (EMD, EPD, and EFD) designations. IAED requires 24 hours of CDE every two years, 16 of which may be obtained in a non-classroom setting. Each one-hour PLS Dispatch Pro lesson is eligible to satisfy one hour of non-classroom CDE. Additionally, many states that have state-specific CDE requirements will accept PLS Dispatch Pro to satisfy those requirements.

Please contact PLS for specific information regarding your state.

Using the PLS dispatcher training system is easy and intuitive. From the PLS website, dispatchers log into the training system using their unique username and password. The website displays a menu of dispatcher training lessons available, and the lesson taker selects the lesson he/she wants to take. As a default, PLS makes lessons available for 60 days, but program administrators may request to have lessons available for the remainder of the calendar year.

Each lesson comes with a lesson plan outlining the 9-1-1 calls covered that month. Point and click navigation tools guide dispatchers through each lesson. If interrupted, dispatchers may bookmark and exit the lesson, or after 10 minutes, the system will auto-bookmark and log them out. They simply log back in to resume the lesson.

At the end of the lesson, a ten-question exam is presented. A 70% score is required to pass. Upon passing the exam, a certificate of completion is available. Most 9-1-1 call centers print the certificate of completion and the lesson plan to put in the dispatcher’s file for use during the recertification process.

The administration of the roster, creation and maintenance of training records, password resets, and all other administrative functions are handled by the local program administrator. A detailed Administrator’s Guide is provided with the purchase of Dispatch Pro.

 The training system produces automated, computerized training records.

Most 9-1-1 call centers make individual dispatchers responsible for taking a lesson each month. The PLS dispatcher training system tracks the progress of each dispatcher and the administrator can view this information. The training often generates a great deal of discussion among the dispatchers in each call center. Many supervisors report that this discussion is one of the aspects of the training they appreciate the most and that it results in a greater retention of the material.

Dispatch Pro strives to cover a variety of Police, Fire, and EMS calls for service.  A list of lesson topics and summaries can be found here.

Using the PLS training system is easy and intuitive. From the PLS website, dispatchers log into the training system using their unique username and password. The website displays a menu of dispatcher training lessons available, and the lesson taker selects the lesson he/she wants to take. As a default, PLS makes lessons available for 12 months, but program administrators may select a different lesson availability duration.  

Each lesson comes with a lesson plan outlining the 9-1-1 calls covered that month. Point and click navigation tools guide dispatchers though each lesson. If interrupted, dispatchers may bookmark and exit the lesson, or after 10 minutes, the system will auto-bookmark and log them out. They simply log back in to resume the lesson.

At the end of the lesson, a ten-question exam is presented. A 70% score is required to pass. Upon passing the exam, a certificate of completion is available.

The administration of the roster, creation and maintenance of training records, password resets, and all other administrative functions are handled by the local program administrator. A detailed Administrator’s Guide is provided with the purchase of Dispatch Pro.

A growing number of 9-1-1 call centers are using PLS Dispatch Pro as the basis for an agency-wide training program.  Most of our clients require their dispatchers to take our lessons by a specific date. Then, after every dispatcher has taken the lesson, many initiate a group discussion about the lesson to help reinforce the training.  To help facilitate this conversation, PLS supplies a list of discussion questions with each lesson.  Many supervisors report that the discussion questions are one of the aspects of our training they appreciate the most and that it results in a greater retention of the material.

A growing number of 9-1-1 call centers are using PLS Dispatch Pro as the basis for an agency-wide training program that includes lessons taken individually, followed by the possibility of group discussions. After everyone on staff completes the online training, the training coordinator or supervisor can spend his/her time interacting with staff and reinforcing the training. Since training coordinators or supervisors are relieved of the responsibility of finding or creating training material, they can focus on other aspects of building and maintaining a well-trained staff.

The advantages of PLS Dispatch Pro online training include:

• PLS dispatch training is highly effective because it analyzes the handling of actual 9-1-1 calls.
• The lesson material is varied and fresh topics are available each month.
• Dispatchers look forward to taking PLS training each month.
• PLS training helps reduce turnover because dispatchers grow in their confidence in the decisions they are making.
• PLS provides essential dispatcher mental health training.
• All dispatch staff members take the same lesson during the same period, keeping everyone on the same training page.
• PLS lessons usually generate both very useful formal and informal discussions within agencies that raise competency levels for all.
• 9-1-1 call center staffing and management problems are reduced when high quality training can be delivered online with no backfill or overtime expenses.
• No budget-busting travel, per diem, or lodging costs.
• Training record creation and maintenance is easy.
• Dispatchers obtain recertification credit hours for APCO and IAED.

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