Emergency call center workers say their centers are understaffed, struggling to fill vacancies and plagued by worker burnout
The survey conducted by the National Emergency Number Association in conjunction with Carbyne, a cloud technology company focused on emergency services, polled about 850 workers from 911 call centers across the country. It found that many were experiencing burnout, handling more frequent call surges and felt undertrained. The findings show the widespread nature of staffing problems that have been laid bare in some communities in recent years.
“The numbers we’re seeing right now are really alarming. It was a major impetus of why we did this study. I knew it was going to be high, but 82% of respondents said their centers were understaffed,” said Karima Holmes, vice president and head of public safety at Carbyne and former director of the Office of Unified Communications in Washington, D.C.
The survey was released at an online national conference of 911 leaders to discuss possible solutions to the staffing crisis and other issues faced by emergency response centers. The group has also been advocating for a bill that would spend $15 billion equipping centers across the country with newer technology that Fontes and others said would address some of the other issues 911 workers noted in the survey.
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