Durham 911 call center improving answer times while still in staffing shortage

WRAL News has been reporting on the ongoing staffing shortages at the 911 call center for roughly a year. New data updated by the city shows half of its operational staff positions have not been filled – the same as a year ago.

The city still needs to fill half of its key positions – including call takers, operators and shift supervisors. According to city officials, many efforts are underway to remedy this issue like expanding academies and having firefighters help pitch in.

“They can only last for so long before burn out and exhaustion comes in to play,” said Jimmie Wright, the President of the Professional Firefighters of Durham, describing the hardships firefighters have faced while remaining dedicated to improving public safety.

It’s clear though this hurdle of finding staff to recruit and train the 911 center is a big one.

“So we’ve been back staffing the 911 center too, for over a year,” said Wright. “We’ve got firefighters leaving the truck after a 24-hour shift and going up there to staff the center for 12, and then come back to the truck the next morning."

Despite their own staffing struggles, a handful of local firefighters continue to pitch in to fill the void when they can.

“It’s a familiar voice on the other end of the radio. Someone that we know is thinking the way that we are thinking when we are going to these calls and so it does give us quite an advantage,” he added.

It’s making a difference. The call-answer times have improved. About 86% of the calls in January were answered in 10 seconds, according to city data.

In an email, a city spokesperson said, the goal is to get to 90% of the calls answered in 10 seconds or less.

“The DECC staff is dedicated and working hard to make improvements happen, with Fire Department personnel assistance to dispatch calls,” said Beverly Thompson with the City of Durham..

Operational staffing is about the same as this time last year. Out of 60 positions, only 30 are filled.

Last month, Durham Tech announced preparations to roll out a 911 academy of their own to help with the staffing shortages.

President J.B. Buxton says they have been developing a curriculum, fine-tuning software and planning to reduce the average 12 week program into 8 weeks.

“Workforce is kind of our middle name and so we felt like that’s what we want it to be a part of the solution," he said.

They already have a waiting list of people who have reached out about the program, he says, so they are working as quickly as they can to launch.

"We see these as not just good jobs in terms of salary and benefits. We see these as important jobs in our community that are a part of our community's commitment to our residents and keeping everyone safe," he said.

He says the goal is to have that program up and running later this spring.

The next training academy for 911 operators is set to begin Feb. 21. They are projecting 12 new staff members to come out of it.