A national survey found that 911 emergency call centers are understaffed. It also found that many workers at the facilities suffer from worker burnout.
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In St Louis this month, callers tried desperately to report that a woman was trapped in her car under a fallen tree but said they couldn't get through for nearly half an hour. During the same storm in the suburbs, it took a woman 45 minutes to report that her 5-year-old son had been badly hurt by a tree falling on their home. He died, but he was alive when his mother started calling 911, according to a family spokeswoman.
"The numbers we’re seeing right now are really alarming. It was a major impetus of why we did this study. I knew it was going to be high, but 82% of respondents said their centers were understaffed," said Karima Holmes, vice president and head of public safety at Carbyne and former director of the Office of Unified Communications in Washington, D.C., and like many jobs in public safety, it suffered from image problems after the 2020 police killing of George Floyd in Minneapolis.
A police car blocks Las Vegas Boulevard along the Strip following a shooting on June 1, 2020. A recent survey found that 911 emergency call center workers are understaffed.Brian Fontes, CEO of NENA, said the group has been advocating for national legislation to change the U.S. Bureau of Labor Statistics' classification of 911 workers from office or clerical workers to protected service workers like other emergency responders.
It could also mean fewer outages to phone or computer systems, which 60% of survey respondents said happen regularly. Earlier this month, the 911 center
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