Most Emergency Call Centers Understaffed

PAY THEM MORE –

July 27, 2023 – While the survey did not do a census of every 911 center, “the clear response from the sample is that most centers are understaffed,’ NENA CEO Brian Fontes told Axios.

Respondents cited stress and low wages as the main obstacles to attracting and keeping employees.

74% of respondents said their centers are facing staff burnout, with many others showing mental health warning signs like anxiety, fatigue and low energy levels.

Holmes attributes part of the struggle to attract workers to the COVID-19 pandemic, the Great Resignation, and the 2020 Black Live Matter protests that prompted a social reckoning.

“Public safety was not that sexy,” she said. “So a lot of people stopped applying.”

Another factor is outdated technology.

Nearly every one of the 774 centers surveyed in 47 states reported losing employees last year.

While vacancy rates varied, nearly all of the centers had unfilled positions, including: 166 centers with a 30-49% vacancy rate; 92 with vacancy rate between 50% and 69%; and 13 with 70% or more of their positions unfilled.

Yes, but: While over 90% of 911 employers provide wellness support services, only 18% of respondents make use of them, according to NENA.