Dispatcher training and development
As a Dispatcher, you’re mission-critical to Fire and Emergency - and to the people we help. That’s why we give our best possible support to you and your career path.
Serious training for a serious role
We know this is a demanding job. That’s why every Dispatcher receives the same wellbeing support services as our Firefighters. This structure of support extends to management, who proactively check in with staff who have handled traumatic events.
To keep you on top of your game there’s comprehensive training [PDF, 62 KB], initially and ongoing, leading to NZQA-recognised qualifications.
There’s also a clear career progression pathway [PDF, 59 KB] to reward those who commit to the role and want to progress.
To learn more about us, and our mahi around the motu visit our Communication Centres Facebook page(external link) or watch the video(external link) of some of our Communications Centre staff talking about their role.
Comprehensive training programme
To sharpen your skills and ensure you’re ready to respond as a Dispatcher, you’ll undergo comprehensive training.
Induction Week (as part of Call Taker training)
First, you’ll attend Induction Week at our National Training Centre in Rotorua.
Call Taker course (3 weeks)
The next three weeks are dedicated to the Call Taker course, which covers theoretical training, Computer-Aided Dispatch (CAD) training at one of our Communications Centres (ComCen), roleplay scenarios for call-taking, handling live 111 emergency calls, and administration-related calls from both the public and other Fire and Emergency team members.
On-the-job mentoring and assessment (8-10 weeks)
Following this, you will enter an 8 to 10-week period of on-the-job mentoring and assessment, carried out during your regular shifts (on your Watch) and at your ComCen, where you’ll have the opportunity to apply and develop your skills in a real-world environment.
Dispatch course (2 weeks)
Once you are fully signed off and working independently as a Call Taker, you will move on to the two-week Dispatch course. This course includes further Computer-Aided Dispatch (CAD) training at a Communications Centre (ComCen), roleplaying exercises focused on dispatching scenarios, an assessment, and your first live dispatch experience.
On-the-job mentoring and assessment (6-8 weeks)
After completing the course, you will begin an 6 to 8-week period of on-the-job mentoring and assessment, which takes place during your regular shifts (on your Watch) and at your ComCen. This phase gives you the opportunity to apply and develop your dispatching skills in real-world situations.
Progression from Trainee to Grade 1 Dispatcher (~6 months)
To progress from trainee to Grade 1 Dispatcher takes around 6 months. After this, you work on your consolidation log and complete review meetings until you’re ready for your Grade 2 assessment.
Awarded Level 3 NZ Certificate in Emergency Communications Centres (~12 months)
If everything has been completed, you’ll be awarded the NZ Certificate in Emergency Communications Centres (Level 3), which is NZQA-recognised, around 12 months after you begin your training.