911 call center faces problems

In a recent article by stamfordadvocate.com, Stamford, Connecticut’s 911 dispatch center faces problems with poor performance, e.g., the dispatchers are taking way too send information to officers on duty–It takes about 10 minutes. According to Matrix Consulting Group, a California based industry analyst, the goal for urban police departments in the United States are to respond to high priority calls in five minutes or less. Stamford’s taxpayers, who fund the call center, are not happy.

One of the reasons for the problem seems to be related to “scheduling.” The dispatchers in the call center are deployed without consideration for demand. The amount of dispatchers on duty is the same regardless if there is high or low call volume. Moreover, the dispatch call center does not have a procedures manual. Therefore, there is a lack of uniformity as to how the calls are recorded and how the dispatchers are trained.

The Matrix Consulting Group suggests that the problems facing the 911 dispatch center could be a threat to public safety. These problems should be investigated with the highest priority.