News : Memphis 911 Call Center to Add New Jobs
Memphis, TN, USA, Feb 2, 2016 -- What you need to know about the status of Memphis' 911 call center:
Memphis' 911 center fails to meet national standards, which requires answering 95% of calls within 20 seconds.
After an analysis of the 911 center, it was discovered that the technical team can't address issues efficiently. Analysis also found there are not enough employees to field calls.
The short-term plan is to add 30 new part-time call-takers, training three full-time staff members to assist the technical team.
In 2015, the Memphis 911 dispatch center failed to meet the national standard for answer time, which requires answering 95 percent of calls within 20 seconds, according to Chief Operations Officer Doug McGowen.
According to quantitative data released by the city Tuesday, the city only meets the national standard 50 percent of the time. Dispatchers failed to meet the standard in every month of 2015.
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At the Memphis City Council meeting Tuesday, McGowen released an analysis of the problems at the dispatch center, and a short-term plan to address the issues.
According to the analysis, the city doesn't have the technicians needed to address interruptions and breakdowns efficiently. It also doesn't have enough employees to field 911 calls at peak hours.
To address the issues, the city will hire 30 part-time employees. They're expected to be trained and working by May of this year, McGowens said. The city is also hiring three full-time employees to assist with technical problems that arise.
A long-term plan will be introduced to the City Council for consideration in May.
Posted by Veronica Silva Cusi, news correspondent
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