Research Shows that CritiCall is a Strong Predictor of Emergency Dispatcher/Calltaker Job Success

A criterion validation study with the Florida Highway State Patrol shows a very strong relationship between scores on the CritiCall Pre-employment tests and job performance in an emergency 911 dispatch environment. [view the press release]

CritiCall Criterion Validity Study with FHP

Biddle Consulting Group recently conducted a study that demonstrated CritiCall test scores are a strong predictor of job performance as determined through supervisor ratings of more than sixty State Highway Patrol Dispatchers/Calltakers. This validation study was conducted in accordance with the requirements of the federal government’s Uniform Guidelines on Employee Selection Procedures for criterion-related studies (see

The uncorrected correlation coefficient (also known as a validity coefficient) between overall test scores and job performance ratings was 0.41, and the correlation coefficient statistically-adjusted for the unreliability of the criteria was 0.44. The United States Department of Labor (DOL) classifies these levels of correlation as being very beneficial (which is its highest rating description described by the DOL for this type of relationship).

Furthermore, the reliability of the combination of test modules from the CritiCall test used during the analysis was also an extremely strong 0.92 (out of a possible 1.00), which the United States Department of Labor indicates can be interpreted as being excellent (again, the highest rating-level described by the DOL).


A statistical-expectancy analysis determined that if the assumption is made that 60% of test takers would succeed on the job as dispatchers/calltakers if no testing was performed, using CritiCall overall test scores would increase the prediction of success from 37% for those test takers who scored the lowest on the test to 75% for those who scored highest on the CritiCall test. Based on these studies it was determined that overall scores from CritiCall Pre-Employment Testing Software are very likely to strongly predict job performance of job candidates.

About the CritiCall Dispatcher/Calltaker Software:

The CritiCall Pre-Employment Dispatcher Testing Software includes a series of work-sample tests designed to measure a dispatcher job applicant’s ability to successfully perform many of the work functions they would be required to perform on the job (measuring abilities required prior to their receiving any training or experience on the job) as an emergency dispatcher or emergency calltaker.

The CritiCall dispatcher skills tests include, but are not limited to, the following:

  • Multi-Tasking
  • Decision Making
  • Map Reading
  • Spelling
  • Reading Comprehension
  • Prioritization
  • Proofreading

For more information about the CritiCall Dispatcher Skills Testing Software, visit


911 Dispatchers Can Role-Play and Rehearse Emergency Call Scenarios with Their Computers Before Taking a Live 911 Call

CritiCall Testing Software, the leading 911 dispatcher testing program for the US and Canada, is pleased to announce the release of its TactiCall 911 software designed to automate the role-playing aspect of a 911 dispatcher’s ongoing training.

Folsom, California (PRWEB) August 23, 2013

Whenever a citizen is in a position to reach out to a 911 dispatcher for help, the expectation is that an organized and well-prepared professional will be assisting them. A new software program, TactiCall, will help make this expectation a reality.

When it comes to issues of life or health, no one wants the responsible party to be learning on the job. The same is true when a call is made to 911. Callers who find themselves in dire situations expect to be assisted by well-prepared professionals who are aptly suited to help them out of trouble. That degree of preparation doesn’t come by accident, though. 911 dispatchers must continually train for many hours in order to be prepared for the myriad of emergency situations that confront them. Typically this sort of training is managed by role-playing with a supervisor, training officer, or another dispatcher. It is costly, however, when agencies need two people to train just one. That’s where TactiCall ( comes in to play.

TactiCall is a software program that uses advanced voice-engine technology and proprietary word-spotting expertise that allows a dispatcher to train with his or her own personal computer. With TactiCall, the computer actually “listens” to how a dispatcher responds to simulated calls and provides feedback as to the degree of success. Training officers can create an unlimited number of realistic training scenarios by which they are able to field simulated emergency calls right from their computer. The TactiCall software focuses on two main dimensions of job performance that—when executed correctly—typically result in superior job performance and outcomes. These two dimensions are 1) familiarity with protocols (knowing what to say) and 2) proper voice control (knowing how to say it.)

Trainers or supervisors can quickly and easily create a training call, which is basically a simulated 911 call. The dispatchers “answer” the call and respond to the human voice prompts as they would in a real 911 emergency call. The TactiCall software “listens” to their responses and determines if the key words—those necessary for a successful call—are used by the trainee. A back-and-forth dialog continues between the dispatcher and the computer until the call concludes. The responses are scored and the call is optionally repeated to build repetition.

“Agencies are able to train many more people at much less cost, now, due to the advances in voice engine technology,” explains TactiCall V.P. of Products Michael Callen. “A single individual can put in hours of practice calls without a training officer being required. If the computer can’t understand what the dispatcher said, then it is likely that an actual caller would be able to either. TactiCall allows the dispatcher to repeat a variety of calls until clear speech and proper wording become habit.”

Agencies who may benefit from automated voice training for 911 and other emergency service dispatchers and tele-communicators can receive a trial version of TactiCall by requesting it from the website at

About TactiCall: 
TactiCall is a product of Biddle Consulting Group, Inc., of Folsom, California. Biddle, one of the leading HR consulting firms in the US, has been publishing software that helps agencies hire people for 911 dispatch positions since 1999. Their testing program, CritiCall, has been joined by their new training program, TactiCall, only recently. (

Biddle offers EEO consulting, testing and job analysis software, affirmative action software and services, and statistical analysis/expert witness testimony.

Working Together: Biddle Consulting Group & NEOGOV

In this video, Biddle CEO Dan Biddle and NEOGOV President Scott Letourneau discuss the benefits of our new partnership and specifically what it means to clients.

With Biddle Consulting Group and NEOGOV working together, public and private organizations are offered a fully integrated HR solution. Our partnership integrates Insight –  NEOGOV’s recruiting, selection & applicant tracking tool –  and the Biddle Consulting Group pre-employment testing products consisting of  OPAC Office Skills Testing, CritiCall 911 Dispatcher Testing,  and ExamIn online pre-employment assessments. Also included in the integration is the AutoGOJA job analysis software by Biddle.

NEOGOV and Biddle Partnership

For more information on how this could benefit your organization, please contact us at (800)999-0438.