Lately, personnel shortages often top the charts of the toughest challenges facing public safety answering points (PSAPs) and emergency communications centers (ECCs). According to the “2022 Insights and Analysis Report” from Mission Critical Partners, budget constraints, a stressful work environment and mass retirements have led to a nationwide staffing crisis with no quick fix in sight.
While outdated or frustrating public safety technology is normally thought to be a separate issue, it may be a first step to tackling this crisis. Modernized, user-friendly public safety technology can improve employee well-being, simplify onboarding and indirectly increase operator pay.
How technology can improve employee well-being
Technology that leverages assistive AI can reduce operator stress and cognitive strain by helping solve complex problems more quickly. Assistive AI works in the background of a public safety solution searching for event patterns and trends that may go unnoticed by an inexperienced or mentally exhausted operator. This “second set of eyes” provides peace of mind, notifying personnel of possible insights in real time. Assistive AI doesn’t bypass human oversight, though. After seeing the notifications, operators decide whether to act on the information.
Cloud-based technology can also help alleviate scheduling challenges. Public safety platforms in the cloud can use remote dispatching, allowing operators to work from anywhere with a fast, reliable internet connection. On July 4, 2023, Kitsap 911 became the first U.S. 911 center to operationalize remote dispatching and call-taking. Now if employees need a more flexible schedule, it’s much easier for them to continue working from home. In fact, Kitsap 911 employs a veteran dispatcher who now works remotely from across the country. Reliable remote work improves quality of life for ECC personnel, helping attract and retain employees.
Cloud-based systems also improve alternative response models (ARMs) by enabling remote dispatching capabilities. ARMs allow law enforcement to work with behavioral health specialists and other stakeholders to provide the best response to crises. The ability to dispatch specialized professionals can result in better outcomes and more fulfilled operators.
How technology simplifies onboarding
User experience (UX), or a platform’s ease of use and efficiency, is more highly regarded today than ever. An outdated or unnecessarily complicated public safety system can be a barrier to new hires. In a world of streamlined smartphone and computer experiences, people now expect their at-work applications to be just as user friendly.
Luckily, public safety technology has come a long way. Many modern solutions are more intuitive to learn and use, allowing new hires to get up to speed faster. Simpler processes and layouts make everyone’s jobs easier as well, leading to a happier workforce. More efficient processes can save valuable time in critical situations, too. If a regular process can be done in three mouse clicks instead of six, the saved time accumulates quickly. Between faster onboarding, happier personnel and faster emergency responses, better UX can be a game changer.
Taking it a step further, some technology vendors also offer robust in-person and online training so that other personnel don’t have to stop working to train new hires.
How technology frees budgets and can increase operator pay
With limited budgets, PSAP personnel are often underpaid, but the right technology can help.
Better technology can make operators more efficient, enabling them to learn new competencies and take on more responsibilities. This eventually saves the PSAP money by reducing the number of seats needed while also increasing operators’ earning potential.
According to NYPD veteran Christian Gulotta from TEN-4 Consulting, directors should leverage new hybrid roles to increase operator pay: “Directors need to seize that and take it to their local governments and contract negotiations and get more money for their employees.”
Modern technology, especially in the cloud, also makes consolidating communications centers feasible, allowing major cost savings. With a recent increase in popularity, consolidated centers don’t require as many employees, reduce costs and are easily expandable in the cloud.
The Huntsville-Madison County 911 Center houses a consolidated communications center for the police, fire, and ambulance agencies of Huntsville, Madison and Madison County, Alabama. CEO Ernie Blair explained, “We’re in a (good) position because we’re operating more efficiently – we’re not duplicating CAD systems, radio systems, telephone systems – to buy the best stuff that’s out there.”
While technology cannot immediately solve PSAP staffing problems, it can help get the industry back on the right track to fully staffed, well-trained and effective ECCs.
