State 911 Officials Addressing Workforce Issues

The COVID-19 pandemic exacerbated existing workforce problems at emergency call centers, said Tina Buneta, 911 director for Aurora, Colorado, during a National 911 Program webinar Tuesday. “We were already struggling in the 911 profession,” with a 14%-17% average national turnover rate going into 2020, she said. Without much investment in 911, there was a culture where professionals took on more "disempowered behaviors,” Buneta said. The pandemic brought a "great reassessment" of priorities for 911 telecommunicators, she said. Upset with negativity and seeking more time with family, many exited the profession, said the 911 director: The exodus reduced service levels and increased wait times for callers. Aurora responded by seeking to better understand workers’ stress and planning how to meet their essential needs, Buneta said. Emergency call centers should offer fair compensation, flexible hours, an inclusive culture, and psychological and other support, she said. Aurora increased salaries roughly 63% over three years after realizing it was benchmarking pay against rural areas with lower costs of living, she noted. Also during the webinar, North Carolina and Minnesota officials described recent successful recruitment campaigns. Responding to 911 centers' reports about reduced job applicants after COVID-19, the North Carolina 911 Board launched a recruitment campaign on TV, streaming video and online, said Education and Training Coordinator Angie Turbeville. Now more are applying for jobs, and existing 911 telecommunicators have praised the increased awareness brought to their profession.