Seeing Through Emergency Call Center Staffing Issues

Staffing shortages and limited labor pools are just some of the critical issues plaguing industries and markets across the globe since the start of the pandemic. Even now, more than 2 years after the inception of global shutdowns, many workplaces are struggling to bring workers back or find employees to fill their seats.

In the airline industry, we’re seeing flights grounded regularly, in food service many restaurants are losing valuable dollars or having to close down entirely.

One area where it’s really become critical to find a solution is in mission-critical call centers. 9-1-1 staffing shortages are especially worrisome as people need access to these services during an emergency and lack of communications and connections could lead to casualties.

Here are just a few of the ways these emergency communications centers are trying to navigate these rough waters and better plan for the staffing issues they are faced with.

Tackle Pain Points Head-On

It’s important for any call center going through staffing issues to take the time to reevaluate the situation and dive into the specific pain points plaguing their operations. The only way to mitigate risk and reduce operations troubles is to address the issues head on. If there is a lack of funding to get the right number of staff in place or there is a negative brand / business perception out there stopping people from applying to work at that location - it needs to be remedied first before staffing issues are resolved.

Invest in Workplace Improvements

Now is a better time than any to request additional funding to improve workplace conditions. Not just better training and a less stressful environment to work in (these are important too however) but better, more advanced tools that can make jobs easier, streamline processes and make people feel good about their choice to work there. With the Great Resignation happening and many of the baby boomer generation retiring out of the workforce it’s important to keep next gen tools and demands in mind.

Separate Non-Emergency Communications

To improve the strain on resources being put on emergency call centers, many agencies across the nation are already implementing non-emergency lines and other automated tools that can help communities have access to information and appropriate responses without putting a strain on public safety personnel or 9-1-1 call center staff.

Edited by Maurice Nagle