Please take a moment to read the following article written by John Grady and published in the Hermann Advertiser-Courier on Aug 4th, 2023. We are so thankful for our dispatchers!
* Shared with permission from the Hermann Advertiser-Courier *
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The National Picture
Often referred to as the ‘Great Resignation’ or perhaps more accurately the ‘Great Reshuffle,’ staffing shortages have touched all corners of America, affecting sectors as diverse as food services, hospitality, and retail trade. However, the plight of under-staffed 911 centers has emerged as a particularly grave concern. In emergency response, every second counts—a delay can mean the difference between life and death, and short-staffing can catalyze life-threatening scenarios.
An Associated Press report recently brought this issue to the forefront, revealing a worrying staffing shortage in 911 dispatch centers across the nation. This crisis endangers the essential, life-saving services these centers provide, as dispatchers leave their jobs due to low wages, high stress, and the lure of other, less stressful jobs with better compensation. And Missouri hasn’t been exempted—in some areas, staffing shortages are so severe that the unthinkable has been considered: suspending 911 services due to insufficient personnel.
A Shining Example Amid Crisis
During these nationwide challenges, Gasconade County emerges as a beacon of resilience. Despite the sweeping staff shortages affecting many communities across the country, Gasconade’s 911 dispatch center stands strong. Their operation remains fully staffed and functional, a testament to their proactive management and an unwavering commitment to maintaining public safety.
Gasconade’s success isn’t an accident. It’s a direct result of forward-thinking policies and a deep-seated dedication to serving their community. While other centers struggle to keep their operations afloat, Gasconade’s dispatchers continue to provide prompt and reliable emergency services. Their ability to maintain their staff during these testing times underscores the importance of investing in the well-being and training of employees.
However, the success of Gasconade County doesn’t exist in a vacuum. As this county remains fully staffed, the city of Hermann and surrounding areas within the county grapple with their own staffing crises. The stark contrast between the county and the city highlights the complexities of the problem at hand and emphasizes the need for comprehensive solutions that can be tailored to the unique needs of each community.
The Local Reality
In Hermann, the county seat of Gasconade County, a key emergency services operation center is under strain. Despite being part of a county that has managed to keep its 911 center fully staffed, Hermann is wrestling with its own unique set of challenges, painting a vivid picture of the widespread staffing crisis. This situation is a heavy burden on the city, as Mayor Bruce Cox expressed, “We are down dispatchers, and the city is in dire need of finding dispatchers”. He urged anyone interested in becoming a dispatcher to reach out to the city office.
Lisa Thacker, the Director of the Gasconade County 911 Center, explains the gravity of the situation and offers a helping hand. She stated, “July 26th, we forwarded a contract to Hermann, offering our dispatch services as an option. We currently handle 911 calls in Hermann, and we empathize with their struggles, along with the difficulties other 911 centers across the nation are encountering. Addressing this crisis will require public awareness and adequate funding to properly compensate our 911 professionals for their invaluable service. Our 911 Board of Directors was receptive to the message about the staffing crisis affecting 911 Centers and acted decisively to implement improvements. We had to start thinking outside of the box to be successful. We are here for Hermann no matter what happens. If they call us for help, we will send certified dispatchers their way until they get on their feet. The 911 sales tax covers the entire county for emergency 911 and emergency dispatching services, which includes the city of Hermann.”
While potential solutions such as collaborations between counties are being evaluated by the Missouri 911 Board, these are temporary measures at best. Long-lasting solutions require substantial investment in emergency services and a reevaluation of the compensation offered to dispatchers. Attracting and retaining qualified dispatchers has become an uphill battle, especially when nearby communities offer more competitive salaries. A quick glance at job listings shows the pay disparity clearly: Hermann offers a rate of $17 an hour, but finds itself competing with Warren County, which pays $21.50 an hour. The City of Washington and Franklin County offer $19.72 and $20.34 per hour respectively, while Wentzville tops the chart with an enticing $22.65 an hour. Montgomery County, matching Hermann’s $17 hourly rate, is also feeling the heat.
Collaboration and Next-Gen 911
State and federal authorities have begun to collaborate in a bid to address the staffing shortages. The advent of advanced technologies like Next-Gen 911 is a beacon of hope, promising a substantial enhancement in emergency response capabilities. This internet protocol-based system, which facilitates efficient communication between the public and emergency services, could revolutionize how we handle emergencies. It promises not only to accept texts, images, and videos directly sent to 911 dispatch centers, but also to improve inter-agency and cross-jurisdiction cooperation. Importantly, it offers a more inclusive communication mode for the deaf and hard-of-hearing community.
Nevertheless, technology alone is not a complete solution. While we applaud the resilience of agencies like Gasconade County’s E911 in the face of adversity, we must acknowledge the broader systemic problem at hand. The staffing shortages faced by Hermann and surrounding counties reflect a nationwide issue that demands attention. State and federal authorities, while striving to address these gaps, cannot do it alone. This is where we, the citizens, step in.
Mayor Cox’s call is clear. The question remains: Can you step up, embrace this challenging yet crucial role, and become the much-needed lifeline for those in dire need? If you answer the call and become a 911 dispatcher you could potentially save lives