Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Thamer Noori
Director of Industrial Security and Safety Dept.
Mohammed Albadrani
Security System Coordinator
Ben Oxford
Head of Digital Crisis Support Services
Sam Zuccarello
KPI Manager, Human Resources

Industry Research : Staffing and Technology Challenges Continue to Plague Emergency Call Centers and Communities


#contactcenterworld, @carbyne911

Emergency communications centers (ECCs) across North America are plagued by serious staffing and technological challenges, according to the second annual Pulse of 9-1-1 State of the Industry Survey published today by Carbyne, a global provider in cloud-native emergency call management, and NENA: The 9-1-1 Association, a non-profit professional organization solely focused on 9-1-1 operations, technology, education, and policy issues.

The 2024 survey casts a spotlight on the pressing issues of staffing shortages, technological gaps, and the wellness and mental health of ECC personnel.

Despite high stress and staffing challenges, an overwhelming 87% of respondents said they "love" or "like" their jobs. However, the data points to some stark realities: 75% of ECCs lack the budget to augment their workforce, and even those with available funds face substantial hurdles in recruitment and retention. Alarmingly, 82% of centers with the means to hire are encountering difficulties in filling vacancies, and 50% of the trainees do not survive the probation period.

The staffing crisis is compounded by the fact that nearly all (99.2%) respondents report that their centers take calls from both administrative lines (10-digit or 3-1-1) and emergency lines (9-1-1), and between 60% and 75% of their total call volume comes from such calls.

The data further highlights the disproportionate issues faced by women in the field, who make up the majority of the workforce and experience higher levels of stress and less representation in senior roles. Respondents have adopted a wide range of coping strategies to deal with their stressful roles, from negative tactics such as excessive drinking, self-isolation, and escapism to more positive strategies such as engaging in hobbies, exercise, prayer, and time with family or pets.

"There is an undeniable strain on the people who are the first first responders in public safety, the human voice on the line in a time of crisis," said Brian Fontes, CEO of NENA. "Severe staffing challenges are continuing in 9-1-1, from difficulties in hiring new personnel to problems with employee retention and a mature workforce that shows signs of stress and burnout."

In addition, outdated technology continues to be an issue throughout ECCs nationwide. More than three-quarters of centers experienced outages that prevented them from receiving 9-1-1 calls. Only 24% of ECCs can accept incident imagery, such as live video. Those using incident imagery (64% vs 48%) believe it can reduce stress by providing a more accurate picture of what is happening. And despite the widespread adoption of WhatsApp or other instant text messaging services, fewer than 27% of ECCs are able to communicate over those channels.

Amir Elichai, CEO of Carbyne, remarked, "The overwhelming response to the Pulse Survey reveals the critical state of the 9-1-1 industry. We can and must do better. This invaluable data paints a clear picture of the key challenges in 9-1-1 and the areas needing immediate attention to ensure the resilience and efficiency of emergency communications."

Building on the foundational 2023 survey, this year's effort probed deeper into the challenges and opportunities in the ECC landscape across North America. The 2024 survey garnered an impressive 36% increase in participation, with 1,335 responses highlighting shifts in staffing, technology, training, mental health, and diversity. This surge in engagement underscores the community's commitment to addressing the critical issues facing ECCs today. The 52-question survey, coupled with a live online event on April 11, comes at the start of National 9-1-1 Education Month (April) and National Public Safety Telecommunicators Week (April 14-20). The survey received responses from 9-1-1 telecommunicators, dispatchers, supervisors, IT managers, and leaders across the United States.

#contactcenterworld, @carbyne911

Posted by Veronica Silva Cusi, news correspondent


About Carbyne:
Company Logo911 PSAP, real-time data aggregation, presentation and analytics. Pinpoint location, live video, chat, snapshot. No APP required. Major Deployment North and Central America, Asia Pacific
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Language Options

Read today's tip or listen to it on podcast.

Published: Friday, April 19, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.


CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =