Overcome Dispatcher Turnover and Shortages at Your Center
E911 dispatchers are the “first” first responders in times of crisis. They are the individuals who must gather essential information in a timely manner as well as often give necessary safety or medical instructions. Telecommunicators need to send the appropriate type of first responder to the correct location. These unsung headset heroes must remain calm while trying to keep the voice on the other end of the line calm too.
The E911 industry is in a state of crisis itself. High turnover rates and staff shortages plague it. The average industry turnover rate is 20%. According to a recent survey by the International Academics of Emergency Dispatch, the vacancy rate is over 20% across 65% of public safety centers while 75% of centers claim to have a staffing shortage. Many centers are struggling to maintain adequate staffing levels to meet the increasing demands of their communities. An overwhelming 82% of centers reported staffing shortages and difficulties with hiring and retention, citing stress and low pay as the primary challenges in attracting and retaining employees. The data also shows a growing shortfall in younger workers to replace those who are retiring or burning out.
The Reasons Behind the High Turnover Rates
There are several factors contributing to the staff shortfalls that E911 centers across the country are experiencing. Below are four common contributing issues:
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High Level of Stress and Burnout
The E911 dispatcher position is not for the faint of heart. In fact, it often makes the list of the ten most stressful jobs in the market today. According to the Pulse of 9-1-1 Survey conducted by NENA and its survey partner, Carbyne, 74% of respondents revealed that their 9-1-1 centers are experiencing an issue with staff burnout. They exhibit mental health issues, such as anxiety, fatigue, and low energy levels. According to a study with Dr. Michelle Lilly of Northern Illinois University, 18% - 24% of telecommunicators who participated in the study displayed symptoms of post-traumatic stress disorder (PSTD). They experienced avoidance, numbing, hypervigilance and re-experiencing. -
Low Pay
The average American worker earns $66,620 per year according to the Social Security Administration’s latest data. The average pay for an E911 dispatcher is $53,851 per year or $25.89 per hour. However, with staff shortages nationwide many E911 operators can make more due to overtime, which may be voluntary or mandatory. Centers often determine their overtime policies. -
Rigorous Training
New hires must go through comprehensive training before becoming a fully-fledged E911 dispatcher. The classroom and on-the-job training vary by state and locality, with some programs lasting weeks to several months. The comprehensive training program covers emergency procedures, dispatch protocols, CPR and basic first aid, communication strategies, and local geography. To become an E911 dispatcher, the CritiCall assessment must be passed. This challenging test evaluates the essential skills and cognitive abilities required for this vital position. Furthermore, each year an additional number of training hours are mandated by certain states too. -
Technology Challenges Today
there are thousands of PSAPs (public safety answering points) across the country. NG911 (Next Generation 911) is being adopted, but as of mid-2024 50% of 911 call centers in the United States still cannot accept text messages. Many centers are in the early stages of implementation; therefore, many E911 operators must deal with outdated systems, limiting their effectiveness.
Four Ways to Mitigate E911 Staffing Issues
Staffing challenges are causing a nationwide epidemic in E911 dispatch centers. In order to help overcome this severe shortage, centers are turning to alternative solutions, such as the ones listed below:
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Nurse Triage Line
E911 dispatchers answer all types of calls that involve medical emergencies and non-emergencies. A telecommunicator asks a series of questions to determine the seriousness of the caller’s situation. For medical non-emergency calls, many dispatchers across the country can now transfer callers to a nurse triage line to handle the situation. This approach not only frees up medical crews, but also allows dispatchers to answer more calls. -
Alternative Hiring Options
Dispatch centers are turning to creative hiring models in order to fill their staff shortages. Retired firefighters and police officers can now be hired in the Washington, DC area to help alleviate the city’s issue. These retirees bring a wealth of pertinent knowledge regarding medical protocols, the proper resources to dispatch, the public safety system, and the overall city itself. High school and college students also present another pool of potential candidates. DeSoto County High School in Arcadia, Florida offers a 911 Public Safety Telecommunicator (PST) Training Program. This class has been popular with students, growing from six to 20 students within one year. Veterans present another excellent source of talent. The valuable skills they gained while serving in the military can be leveraged. Finally, traveling dispatchers are employed to fill staffing shortages. Their onsite presence helps to free up center resources to train potential new employees. -
Dedicated Mental Health Crisis Line
The mental health crisis is growing across the country. According to the National Institutes of Health (NIH), 57.8 million adults live with some form of mental illness in the United States. Almost 50,000 people died by suicide in 2022. Anxiety disorder is experienced by 19.1% of the U.S. population. The 988 Suicide and Crisis Lifeline is available to help alleviate emergency calls related to mental health issues. For instance, if a caller dials 911 but is not in immediate danger (i.e. a suicide attempt is not in progress), the call may be transferred to the 988 line, allowing dispatchers to focus on more urgent emergencies. -
Artificial Intelligence
Integrating Artificial Intelligence (AI) technologies into E911 dispatch centers can increase efficiencies. It is a growing option for handling non-emergency calls. However, if key words, such as domestic abuse or violence, are heard then the caller is transferred to a dispatcher. It also offers real-time translation to effectively communicate with non-English speaking callers. Finally, centers are using AI for real-time transcription services.
The Backbone of Emergency Communications
The E911 dispatcher community is the backbone of emergency communications; therefore, it is critical that it recruits new hires while also focusing on retention of its current personnel. It is a very demanding job, but without telecommunicators, communities will experience longer wait times and increased pressure on emergency services.
Secure Headset Group’s headsets have been trusted by the emergency communications market for almost four decades. Our comfortable, quality headsets ensure a better work experience for E911 dispatchers. To learn more about our headsets, please call us at 800-827-9715 or send us an email at contact@secureheadsets.com. We welcome the opportunity to serve your center’s headset heroes.