All throughout this election season, the media has been focusing on issues that we're hearing all too much about, like whether or not we should build a wall and which bathroom we should be using. But there's something that should actually be concerning us and aren't we hearing anything about from the media or our candidates: the status of 911 call centers.
Many call centers are operating with a dangerously low number of staff and highly outdated technology.
A shortage of 911 dispatchers isn't just any job shortage. This is a shortage of people who we count on to send us help when we need it most.
When we dial 911, we expect to hear a response right away. But, this is impossible when there is a shortage of operators. In Wisconsin, some people have to wait minutes for an answer. In Kentucky, police officers are having to fill in and answer some calls. In Louisiana, 24 people who worked at a local 911 call center quit.
This is an issue that is recently been brought to life by incidents in local news and even nationally by John Oliver. It was brought to attention in San Diego in April when a 3-day-old baby, who was bitten by a dog, died after their parents called 911 twice without an answer. Only 12 dispatchers were working at this time, and there were 73 calls during the 30 minutes in which the baby's parents called.
It's not hard to think of why this shortage is happening. Would you want to be a 911 dispatcher? Probably not. This problem is largely because there are many others who think the same thing, and it's only getting worse.
Being a 911 dispatcher is one of the most stressful jobs you can have. When you answer the phone in a 911 dispatch center, you never know what you're going to hear on the other line. When hiring new dispatchers, applicants are notified of what they will experience right away, there is no sugar coating involved. Oftentimes, dispatchers have to be able to understand and calm people who are in extremely dangerous situations and are panicking.
The hours are also undesirable. Many dispatchers work 12 hours shifts, including weekends and holidays, and are required to work overtime because of how short-staffed the dispatch center is.
Shortage of dispatchers is not the only problem that 911 centers are facing. Many centers are using outdated technology.
NBC News found that 60 percent of phone calls cannot be located because the center's technology is too old. Cell phone calls are even harder to locate. The centers rely off of nearby cell towers to determine location, which can be inaccurate (1:38 of this video gives an example).
Some centers are able to receive text messages. But, in areas where these centers are not able to receive texts, anyone who texts 911 will receive a text back saying to call 911 instead. How helpful.
Another problem that communities are facing is funding. Many centers cannot afford to upgrade outdated technology or hire new dispatchers.
There are solutions to these problems, though. Cities are starting to catch on and provide solutions. One city in Indiana has recently proposed requiring a minimum of 17 dispatchers working at all times. The Federal Communications Commission (FCC) has also set regulations to improve 911 communication from cell phones and indoors.
"We should not be satisfied with a situation where Uber can consistently find a user’s house via an app, but the EMT’s location fix is within half a football field 80 percent of the time."
-FCC Chairman Tom Wheeler
If you end up in a situation where you need to call 911, it will help the dispatchers immensely if you know an exact address of where you are or the general area (intersections are good).
Every community needs to assess the status of their 911 dispatch centers. Upgrading technology that could save lives is not a waste of money. Instead of wasting money on walls and useless hateful bills, we need to be investing it in solutions to make our 911 centers more effective.
