The following are some comments (which I have edited) about working in a busy 911 center and the demands of the position from a person who has had experience working in them.
"The article talked about call receivers working on non-emergency lines first, taking reports, which is done in Seattle. It gives an opportunity for the newer employees to become comfortable with patrol districts and classification codes and allows them to build confidence in their skills. When they switch to working initial contact lines, such as 911 or the 7 digit emergency lines, they need to understand how important it is to turn those calls over quickly when possible so they are available for the emergencies.
There is judgement involved and time is critical in many cases. During my time, call receivers made the decision as to priority code but it sounds as though that process may be automated at the Seattle Police Department now. I can tell you that turnover and understaffing have been problems for over 30 years. It is a hard job where people work holidays, weekends and many 12-hour shifts. Those with families find it extremely difficult to juggle spouse and family commitments. Think about it. You work Thanksgiving, Christmas, Halloween evening, 4th of July, New Year’s Eve, and birthdays. If you call in sick, someone else has to work extra hours to cover your shift. The job doesn’t wait for you to feel better. Communications centers are not for the faint of heart and those that work these jobs must have confidence in their decision making capability. You must be 'right' 100 percent of the time. There is no margin for error and sometimes decisions are not crystal clear. Is the domestic violence call more important than the suicidal person? If you must choose, which would you pick?"
