Staff Shortages Causing Havoc for Bucks County 911 Services

After some serious setbacks over the last few months, the pandemic finally seems to be turning the corner. But, like a game of whack-a-mole, when one problem gets taken down, another seems to appear. The global economy now faces a labor shortage. Finding reliable workers to get business back on track, especially in emergency related contact centers, is a real challenge for hiring managers.  

In Bucks County, a suburban community outside of Philadelphia, the labor shortage crisis is impacting 911 services in a serious way. According to a recent CBS Philly news report, one in five call center positions is currently vacant, which means existing staff gets pushed to its limits. Contact centers are notorious for high turnover rates, and leaders at the Bucks County 911 call center worry about overworking existing employees.

John Geib, the director of emergency communications for Bucks County, told CBS Philly he is well aware of the consequences of minimal contact center support. Last July, an EF-3 tornado caused destruction in the town of Trevose, generating a massive spike in emergency call activity. The situation put a great deal of stress on agents who were already working at their maximum capacity.

“They were handling over 700% more calls on a day like that,” John Geib told CBS.

Bucks County officials are currently recruiting through social media to find new agents to fill 25 vacant positions at the call center. If hiring managers are serious about onboarding long term employees, they may have to include additional incentives to generate top-tier talent, such as hiring bonuses, competitive salaries, and overtime opportunities.

Edited by Maurice Nagle