In Part 1, we explored how critical and consistent training empowers 9-1-1 telecommunicators to handle the unpredictable. Success in our profession doesn’t rely on luck, it stems from preparation, repetition, and readiness. Whether guiding the rescue of passengers from a stalled Ferris wheel or coordinating response to a mass casualty event, dispatchers must be equipped to perform with confidence and clarity.

I recently came across a statement: “Training should not be community theatre.” I understand the caution behind it, surface-level roleplay can feel performative rather than practical. But the sentiment felt incomplete. When grounded in realism and purpose, immersive “make-believe” becomes transformative. When we fully step into the roles of dispatchers, responders, and observers during training, we do more than learn procedures. We develop presence, emotional resilience, and the collaborative muscle memory essential for critical incidents.

Many 9-1-1 centers still rely heavily on training that consists of reading articles or completing online quizzes. Don’t get me wrong, those absolutely serve an important purpose. They reinforce policy, refresh protocols, and lay essential knowledge foundations. But when it comes to preparing for chaos, confusion, and crisis, nothing compares to being immersed in the moment. It’s that visceral, hands-on experience that shapes our instincts and teaches us how we will truly respond when everything is on the line.

When I first began dispatching, I had the extraordinary fortune of training under Frannie. She didn’t just teach me how to do the job, she redefined what training could be. Frannie was, without question, the best trainer I’ve ever had. We had a dedicated training console in our roll call and meeting room, connected to an internal radio channel. From the manager’s office, she would input realistic calls into our CAD system. With a portable radio in hand, she voiced the responding units, shifting her tone and cadence to create a cast of characters that brought the scenarios to life.

At first, it was just the two of us. But soon, other dispatchers joined with their own radios, adding layers of complexity and realism. While I was the primary trainee, everyone involved walked away with sharpened skills and stronger coordination. Frannie’s training sessions weren’t just simulations, they were rehearsals for reality.

And our training didn’t stop at the center walls. We actively sought out field experiences with our responder partners. One moment stands out vividly. We were observing a live burn exercise with a local fire department, standing behind the battalion chief, soaking in the dynamics of incident command. Then, over the radio, we heard it, the chilling, faint call: “Mayday, mayday, mayday.” Every dispatcher knows that phrase stops time.

But the chief hadn’t heard it.

I instinctively tapped him on the shoulder and told him what we heard. Without hesitation, he launched into action, coordinating a swift and effective response. That moment changed everything. It demonstrated not only the vigilance dispatchers bring, but also how vital it is for us to train side by side with those we support. From then on, we were regularly included in field training exercises.

This kind of training, reality-based, emotionally engaging, and deeply practical, is more than a best practice. It’s a necessity. And research backs it up:

• Enhanced Decision-Making Under Stress: Immersive scenarios teach dispatchers to perform confidently in high-stakes situations.

• Stress Inoculation: Regular exposure to simulated pressure reduces anxiety and improves real-world performance.

• Improved Team Dynamics: Realistic drills boost communication, coordination, and trust within teams.

• Greater Retention and Confidence: Scenario-based learning outperforms traditional methods in long-term knowledge retention and self-assurance.

So how can you begin integrating this into your center?

Start with what’s real. Use your actual dispatch consoles, radios, and CAD systems. Craft scenarios based on your most common local incidents, then expand into low-frequency but high-impact events, such as active shooter situations, hazardous materials responses, or multi-agency disasters. Include challenges like unexpected resource gaps, public or media pressure, or system outages to test your team’s adaptability.

Invite participation across your team, from rookies to veterans. These scenarios provide critical learning moments for everyone and keep complacency at bay. And after each session, conduct structured debriefs. Reflect on what went well, where gaps emerged, and how communication and decision-making can be improved.

Reality-based training does more than teach tasks. It builds the internal fortitude we need when real emergencies hit. It equips us not just with skills, but with calm under pressure. It builds muscle memory for the moments we hope never come but must be ready for all the same.

No, we can’t eliminate fear or chaos in a crisis, but we can train ourselves to stand tall in the midst of it.

In Part 3, we’ll explore how to assess the internal systems that support our work, including your center’s technology, infrastructure, and layout. Just as we prepare people, we must also ensure the tools they use are up to the task.

Thank you for continuing to show up, day in and day out, for the routine, the unimaginable, and everything in between. Your steady voice and calm presence make all the difference, one call at a time.