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911 Center Operations

Staffing
The center is staffed with 14 full time dispatchers and 1 director who handle 911 emergency and 311 non-emergency calls for the City of Dyersburg. We dispatch for Dyersburg Police Department (62 officers), Dyersburg Fire Department (52 firefighters with 3 stations) and Dyersburg Regional EMS (6 ALS units). The center operates with 4 console positions.

Training
Each recruit dispatcher is required to complete 800 hours (5 months) of basic training and certification prior to assignment as a 911-call taker/dispatcher. Some of the training includes: state basic 911 dispatcher certification, fire dispatch, NCIC/TCIC, FEMA NIMS, CPR, PowerPhone police, fire and emergency medical call guides, emergency medical dispatch, and structured on the job training with a communications training officer. Each operator is also required to complete 24 hours of annual continuing education.

Quality Improvement (QI)
The agency has a QI program that focuses on ensuring excellent service to our customers. Each month, all dispatchers’ telephone calls are randomly reviewed and graded. Another component of QI includes operational reviews for compliance with industry standards regarding call processing and dispatching times, ring times, and customer complaints.  For more information about Dyersburg 911 Operations, see our Annual Report.



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