At Northern911 our core business is helping people in times of need and handling emergency calls. It’s what we do all day, every day. We provide 911 (E911 and VoIP) Call Routing, Alarm Monitoring, Fire Dispatch and Telematics dispatching. Our services are proven and our results are excellent. We care about quality!

employee Training

"Delivering Emergency Services is both a technology and a people business. The technology sets things up, but the people have to deliver for it to be a success. Our goal at Northern911 is to hire high quality individuals and then to ensure they are trained to deliver the highest quality of customer service" Mike Shantz, Vice President Operations

Hiring

Before they are hired, all potential staff are put through an intensive pre-selection process, multiple interviews and suitability testing.

Training

All staff are APCO trained. Multiple key manager/supervisors have now been certified by APCO as Public Safety Telecommunicator 1, Instructor 6th Edition.

On-Going Training

Once employees are initially trained they are gradually implemented into the active work force. In the beginning they are paired with a live operator who progressively introduces them to live call taking. Each specific area of call taking (E911, V911, Alarm monitoring, Fire Dispatch) is introduced gradually and each individual must be fully competent at one type before progressing on to the next. From that point on each employee is required to participate in on-going training programs, mentoring, and scheduled staff meetings.

Documented Policies and Procedures

All of our standard procedures are documented and scripted so that call operators can refer to the script guidelines as they are answering calls. Through the latest technology, scripts appear automatically on the computer screen depending on the type of call handled. Through role playing, every common eventuality that might happen is rehearsed and documented. Through these various training methods our staff is prepared and ready for any situation that might occur.

Quality Control and Integrity Checks

All calls are recorded and supervisors on a bi-weekly basis listen to two random calls from each Call Taker to ensure that they are performing to our standards.

To ensure that our services work from start to finish, scheduled testing of equipment, data and procedures is performed on a regular basis.

By having the staff perform these test not only are we confirming our operations but the staff has an ongoing familiarity with all processes, even ones that happen rarely.

Our goal is to be absolutely sure that our systems and our client’s operations are performing 100% to expectations!

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