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NCJRS Abstract

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NCJ Number: 98449 Find in a Library
Title: Training and Evaluating the Police Communications Dispatcher
Journal: FBI Law Enforcement Bulletin  Volume:54  Issue:4  Dated:(April 1985)  Pages:16-19
Author(s): W C Weaver
Date Published: 1985
Page Count: 4
Sponsoring Agency: National Institute of Justice/
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Sale Source: National Institute of Justice/
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Document: PDF
Publisher: https://www.fbi.gov 
Language: English
Country: United States of America
Annotation: With the increasing number of calls for service and implementation of calls-for-service management programs, the responsibilities of the police intake operator and radio dispatcher have risen substantially.
Abstract: Several studies conducted by different research institutions have determined that approximately 95 percent of all police work performed by a department's patrol force is first received, screened, and assigned over police communications systems. The key to ensuring optimal performance of all dispatch personnel is intensive training which focuses on maintaining the highest levels of integrity and professionalism by standardizing training guidelines, establishing performance expectations, and using the incremental training method. By establishing a comprehensive training program which includes both training and evaluation, the department may reward dispatch personnel who perform well; identify those individuals who require remedial or additional training; and identify personnel, both present and prospective, who do not possess the skills necessary to perform effectively. Criteria used to evaluate dispatcher performance and training include attention to attitude, voice control and response, use of dispatching aids, stress response, the handling of routine calls for service and priority or emergency calls, the ability to understand and interpret information, and level of language skills. Tabular data and two footnotes are provided.
Index Term(s): Personnel evaluation; Police dispatch training; Police effectiveness; Police in-service training
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