Survey Results: PSAP Training, Turnover and Staffing

Picture of Todd Piett By Todd Piett

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This is the forth post on results from Rave’s 2013 PSAP Survey to which 610 PSAPs from 50 states responded.  This post covers PSAP training, turnover, staffing and other work force stats.  See the third post here on 9-1-1 call answer times.

First, a couple general stats of interest from the responses:

  • Average Vacancy Rate =  7%
  • Average annual turnover rate (percentage of staff lost in most recent 12-month period) = 9.5%
  • Average percentage of your total personnel cost associated with overtime = 13%

Q1. Do you have blended call taking and dispatching roles or separate roles?  66% report that calls are answered and dispatched by the same telecommunicator.  Larger centers were more weighted toward separate call taking and dispatching functions.

Call Answered

 Q2: What is the composition of the PSAP’s workforce?

PSAP’s workforce composition

Q3: What type of shifts does your telecommunications staff work?

shifts

Q4: What Telecommunicator shift length do you believe to be ideal for achieving operational efficiency, effectiveness (employee performance and cost), and an adequate work-life balance?

Ideal Shift length

 Q5: If your answer to the ideal shift length question was different from the actual shift length utilized in your PSAP, please select the reason(s) for not changing it.

 PSAP Shift Length reasons

 

Q6:  How many hour of training are REQUIRED per year for a Telecommunicator?

Required PSAP Training

 

Next up, NG9-1-1 and New Technologies...

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Written by Todd Piett

Todd Piett joined Rave in 2005 and today runs the global organization that has its technology deployed at thousands of colleges, universities, businesses and communities. Prior to joining Rave, Todd was responsible for launching new products for Unica Corporation where he helped drive their successful IPO. Previously, Todd was VP of Product and Marketing for iBelong, a portal provider targeting affinity organizations and a Program Manager at Dell Computer where he launched Dell’s branded ISP. Todd graduated with honors from the United States Military Academy at West Point and holds an MBA from Harvard Business School. After graduation from West Point he served 7 years in the US Army as an aviation officer.

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