911 Call Center Briefing Request
Posted: Tue Oct 18, 2022 1:53 pm
Colleagues,
Last week, CM Kitchen joined me in a request for a briefing at our next work session regarding an update about compression and pay at the 911 call center from our human resources department.
Given the following information below, I'd like to broaden that request to include plans to address the vacancies and answer rates at the 911 call center.
Currently, the 911 call center has the following vacancies:
19 out of 75 dispatchers
50 out of 105 911 operators
1 Supervisor
3 Dispatch leads
There are a total of 73 overall vacancies in the call center, which has led to the following challenges I would like to make you all aware of:
The answer rate at the 911 call center as of Friday of last week for the month of October is 64.09% within 15 seconds. According to the National Emergency Number Association, the National Standard for answer rates across the country is 90% in 15 seconds or less.
For perspective, month to date, there have been a total of 38,236 calls to 911 for service. The average hold time of those calls has been 150 seconds or 2.5 minutes.
Public safety is among my top concerns in the City of Austin. Our dispatchers and call takers deserve to work in an environment that allows them to provide the highest level of service possible. Austinites deserve a timely response and adequate staffing at the 911 call center.
I invite you to join me in this request to ensure we understand the challenges in front of us and that we can address them timely and properly.
Warm Regards,
mk
Last week, CM Kitchen joined me in a request for a briefing at our next work session regarding an update about compression and pay at the 911 call center from our human resources department.
Given the following information below, I'd like to broaden that request to include plans to address the vacancies and answer rates at the 911 call center.
Currently, the 911 call center has the following vacancies:
19 out of 75 dispatchers
50 out of 105 911 operators
1 Supervisor
3 Dispatch leads
There are a total of 73 overall vacancies in the call center, which has led to the following challenges I would like to make you all aware of:
The answer rate at the 911 call center as of Friday of last week for the month of October is 64.09% within 15 seconds. According to the National Emergency Number Association, the National Standard for answer rates across the country is 90% in 15 seconds or less.
For perspective, month to date, there have been a total of 38,236 calls to 911 for service. The average hold time of those calls has been 150 seconds or 2.5 minutes.
Public safety is among my top concerns in the City of Austin. Our dispatchers and call takers deserve to work in an environment that allows them to provide the highest level of service possible. Austinites deserve a timely response and adequate staffing at the 911 call center.
I invite you to join me in this request to ensure we understand the challenges in front of us and that we can address them timely and properly.
Warm Regards,
mk