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.
January 2023
February 2023
March 2023
April 2023
May 2023
June 2023
APCO Public Safety Telecommunicator IN-PERSON Training Application
Next Generation 9-1-1 NEW HIRE IN-PERSON Training Application
Next Generation 9-1-1 REFRESHER Training Application
Admin IN-PERSON Training Application
53rd Public Safety Communications Academy - IN PERSON
If you are an ACD PSAP, please email 911training@mass.gov for class dates.
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
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, please see the dates listed below to attend a 2-hour informational workshop that will explain the program. Please email 911training@mass.gov to reserve a seat. A confirmation email will be sent back to you confirming that you are registered for the workshop.
Workshop Session 1: Tuesday, February 7, 2023 at 10:30AM-12:30PM in Middleboro, MA
Workshop Session 2: Tuesday, February 14, 2023 at 10:30AM-12:30PM in Springfield, MA
Workshop Session 3: Tuesday, February 21, 2023 at 10:30AM-12:30PM in Maynard, MA
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.
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Tuesday, January 17, 2023 Virtual 1:00PM-3:00PM
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Thursday, February 16, 2023 Virtual 1:00PM-3:00PM
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.