If you have questions about our training programs, please contact Programs Director, Monna.wallace@mass.gov.
The scheduled trainings on the below calendars are only available for newly hired staff at a Massachusetts 9-1-1 call center.
If you are an ACD PSAP, please email 911training@mass.gov for class dates.
(*9-1-1 PSAP PERSONNEL ONLY!!!!) If you are looking to attend an ADMIN training, please email 911training@mass.gov for dates.
If you are a civilian that is NOT hired by a 9-1-1 center & are interested in becoming a 9-1-1 dispatcher, please scroll down below to the information regarding the Telecommunicator Certification Program (TCP) for more information.
Public Safety Communications Academy (PSCA):
62nd Public Safety Academy - Milford Training Facility: October 6, 2025 - November 7,2025 8:30AM - 4:30PM Orientation: October 2, 2025 1:00PM
July 2025
August 2025
September 2025
APCO Public Safety Telecommunicator IN-PERSON Training Application
APCO Fire Service Communications IN-PERSON Training Application
APCO Law Enforcement IN-PERSON Training Application
APCO Communications Training Officer (CTO) IN-PERSON Training Application
Next Generation 9-1-1 NEW HIRE IN-PERSON Training Application
State 911 Department Behavioral Health Hosted Trainings
To learn more about the State 911 Department's Behavioral Health Hosted Trainings, and for applications click .
Behavioral Health Help Line (BHHL) Job Aid, Information, and FAQ
The BHHL went live on Tuesday, January 3, 2023, and is a valuable resource that can be used in times of a 9-1-1 caller requiring behavioral health assistance. The BHHL is now available 24/7/365 by calling or texting 833-773-2445 or online via chat at masshelpline.com.
Behavioral Health Help Line Information
Behavioral Health Help Line Job Aid
Multi Line Telephone Systems (MLTS) Workshop for Managers, Dispatchers and I.T. Personnel
State 911 Departments Systems Specialists, Joe Hickey and Charlie Ashworth will conduct an on-line presentation and discussion about what Multi Line Telephone Systems (MLTS) are and how they affect location information for 9-1-1 calls that route into our PSAPs. Other topics will include what needs to be done to remedy the MLTS issue and the assistance that we need from our PSAPs to make it successful. Regulations both Federal and State, will also be covered as well as the PSAPs authority to conduct test calls with local businesses and the State 911 Departments new MLTS compliance program.
MLTS (Multi-Line Telephone System) Training Application
*Certified Telecommunicators will receive credit for 2 hours of continuing education.
ECaTs Training Webinars
Training for PSAP Administrators, Managers & Supervisors ONLY.
ECaTS is a new, web-based Emergency Call Tracking System that is now available to Massachusetts PSAPs. The system is actively collecting data from 9-1-1 call handling equipment, to provide actionable information on data like answer times, call transfer details, call and more.
These trainings are web-based, and are conducted every Tuesday from 10am-12pm. To register, please fill out the application and send to 911training@mass.gov and details and webinar dates will be emailed back to you with further instructions.
Telecommunicator Certification Program (TCP)
The Telecommunicator Certification Program provides free of charge certifications to civilians in Massachusetts interested in becoming a 9-1-1 telecommunicator. The two certifications being offered through the TCP are mandatory certifications necessary to become a certified telecommunicator in Massachusetts: the 40-hour APCO Public Safety Telecommunicator course and a 2-day NG9-1-1 equipment training course .
If you are interested in learning more about the TCP you must attend a 2-hour informational workshop that will explain the program. Workshop dates below. For a workshop application, email 911training@mass.gov.
July 8th Middleboro - 10am
July 9th Milford 10am
July 10th Springfield 11am
Sept. 4th Middleboro 10am
Sept. 11th Milford 10am
Sept. 18th Springfield 11am
Request PSAP In-House Training Forms
Contact
Phone
Open M-F 8am-5pm (FOR NON-EMERGENCIES)
Fax
Please send all training applications to this fax number