911 Centers: Understaffed, Struggling to Hire, and Plagued by Burnout
A national survey conducted by the National Emergency Number Association and Carbyne reveals that emergency call centers in the US are facing staffing shortages, struggling to fill vacancies, and dealing with worker burnout. The survey of 850 workers from 911 call centers found that many workers were experiencing burnout, handling more frequent call surges, and feeling undertrained. Nationwide staffing shortages have led to longer wait times and trouble reaching operators. The survey was released at a national conference to discuss possible solutions, including changing the classification of 911 workers, implementing technology upgrades, and providing better training and pay.