How to become a 911 dispatcher in Massachusetts
In Massachusetts, 911 dispatchers are hired by city, county and regional 911 centers. The Massachusetts State 911 Department sets the statewide standards; the credential is Certified Enhanced 911 Telecommunicator. At the Boston Police Department 911 / Operations (Boston's primary PSAP), new hires start at $60,940 a year, rising to $84,728.
Pay at the Boston Police Department 911 / Operations (Boston's primary PSAP)
Each city and county sets its own pay. This is the official scale of the Boston Police Department 911 / Operations (Boston's primary PSAP), the largest city's agency.
| Starting salary | $60,940 |
|---|---|
| Top of scale | $84,728 |
| Scale effective | 2025-11-13 |
Source:[web.archive.org]
Pay for this work across Massachusetts
Federal survey figures for public safety telecommunicators in Massachusetts, counting every employer in the state, public and private, so they differ from any one agency's pay scale above.
| People in this work | 2,790 |
|---|---|
| Lower pay (10th percentile) | $48,470 |
| Median pay | $61,720 |
| Higher pay (90th percentile) | $79,470 |
Source: BLS Occupational Employment and Wage Statistics, May 2025, state estimates (all employers)[bls.gov]
Requirements
- Education: High school diploma or equivalency certificate (Boston Police Department posting; no state minimum)
- Every enhanced 911 telecommunicator at a primary, regional or secondary PSAP, RECC or wireless State Police PSAP must be certified by the State 911 Department (560 CMR 5.04)
- Certification for anyone not certified on or before June 24, 2011: at least two days of 911 equipment and basic telecommunicator training offered by the State 911 Department, plus at least 40 hours of Department-approved basic telecommunicator training, including identification and response to callers in behavioral health crises
- Continuing education: at least 16 hours of Department-approved continuing education annually, at least 2 of them on behavioral health crisis calls
- PSAPs must have certified emergency medical dispatch personnel or provide EMD through a certified EMD resource (M.G.L. c. 6A s. 18B; 560 CMR 5.05)
- No statewide minimum age, education or citizenship rule was found; employers set these
Source:[web.archive.org]
Hiring process
- Online application (City of Boston careers)
- Criminal record check
- Pre-employment drug test
- Physical examination
- Psychological evaluation
- Hearing and vision testing
Required training
40 hours minimum. 560 CMR 5.04(2): minimum 40 hours of Department-approved basic telecommunicator training plus a minimum of two days of 911 equipment and basic telecommunicator training offered by the State 911 Department. 560 CMR 5.04 amended effective 4/12/2024. Text read via LII because mass.gov blocked automated access.[law.cornell.edu]
Pension and retirement
- Plan: Massachusetts contributory retirement system (M.G.L. c. 32; local retirement boards, e.g. Boston Retirement System), Group 1
- Benefit formula: Age-based percentage from the statutory table × years of creditable service × average annual regular compensation of the highest 5 consecutive years (or last 5 years, if greater); total capped at four-fifths (80%) of that average, for members who joined on or after April 2, 2012
- When you can retire: Group 1 members who joined on or after April 2, 2012: superannuation retirement at age 60 with at least 10 years of creditable service
- Social Security: no, this job is not covered
Source:[mass.gov]