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By Gary Giacomo
Results of a recent survey reveal key data about something most dispatchers and emergency communications center (ECC) managers already understood anecdotally: Dispatchers are stressed and many ECCs are understaffed. In May, NENA: The 9-1-1 Association and its survey partner, Carbyne, randomly surveyed a sample of emergency communications center personnel across North America. The survey has one of the largest-ever sample sizes of its kind, receiving 841 responses from communities and ECCs of all sizes.
NENA and Carbyne have now published the results of this first-of-its-kind survey in a report, Pulse of 9-1-1 State of the Industry Survey. The respondents included dispatchers and telecommunicators, managers and shift supervisors, Assistant Directors and Directors, as well as Deputy and Sheriff titles. Respondents answered a wide range of questions related to their call centers, their role, and their personal responses to the challenges of their mission. They were also asked about the changing influence of technology on their workplace and associated challenges.
The report reveals that the 9-1-1 industry is comprised of a seasoned, overstressed workforce grappling with surging call volumes, complex compounded emergencies, outdated technologies, and insufficient support.
Key findings from the Pulse of 9-1-1 Survey include:
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- A staggering 82% of centers reported being understaffed and struggling with hiring and retention, with respondents citing stress and low pay as the top obstacles to attracting and keeping staff.
- 83% of participants say their centers experience high call volumes on multiple days each week. Fewer than half can gain accurate location information from mobile callers, and fewer than 20% are able to accept video calls.
- 74% of respondents revealed that their 9-1-1 centers are plagued by staff burnout, with many others exhibiting mental health warning signs such as anxiety, fatigue, and low energy levels.
These survey results are especially concerning for local governments, who are already facing recruitment, retention, and staffing challenges within their fire, emergency medical services (EMS), and law enforcement agencies.
Access the report on NENA’s website and Carbyne’s website. You may also want to check out NBC News’ short video, providing national news coverage of this report and its implications.