Staffing 911 Centers in the Era of NG911

Staffing 911 Centers in the Era of NG911
Duration: 60 Minutes
Module 1 Resources
Recorded on: 2019-10-03
Unit 1 Slide Deck: Staffing 911 Centers in the Era of NG911
Unit 2 Recording: Staffing 911 Centers in the Era of NG911

NG911 can provide different kinds of information to public safety agencies. Ultimately, it is a community decision to pay for technologies and staffing to support NG911 applications designed to meet community needs.

The gradual adoption of NG911 information technologies will require public safety answering points (PSAPs) to collect and analyze data that measure staff workload and performanceAccurate current workload information will be important for determining how much additional staff time may be needed to handle work generated by NG911 capabilities.

Methods for quantifying call taker and dispatcher workload will be addressed for police, fire, and EMS. Analysis methods will be explained for determining the amount of work that translates into numbers of full-time call takers and dispatchers needed in a community.

By the end of the webinar, attendees should have clear guidance on how to establish an effective, ongoing data collection and analysis process that can measure staffing needs when NG911 technologies are being proposed in their communities.



Audience Comments:

  • “Knowing what the average goal for answering emergency and non-emergency calls.” — Marla
  • “NG 911 growing pains are internationally similar!” — Dan
  • “Reassures my talking points with my Administration on the future measures we need to take to properly staff our 911 Center.” — Edward
  • “Metrics are very useful to back up the decision-making process.” — Lynn
  • “Excellent” — Robert



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