Dispatch center plans to double staff and improve training processes

Lake County's E911 Authority is taking significant steps to enhance its dispatch operations, focusing on staff training and recruitment challenges during their recent regular meeting. The authority plans to double its staff to improve efficiency and address ongoing training issues. Current training methods have been deemed ineffective, with dispatchers struggling to learn adequately due to insufficient personnel support.

A key proposal discussed was the introduction of ride-along opportunities for dispatchers. This initiative aims to provide dispatchers with firsthand experience of how other agencies operate, fostering better communication and understanding between dispatchers and field personnel. The idea is to break the isolation of dispatch work and encourage collaboration across agencies.

Recruitment and retention of staff emerged as another critical topic. Currently, the E911 Authority is operating with only six employees, significantly below the full staffing level of eleven. Despite a steady flow of candidates, turnover during training has raised concerns about the hiring process. The authority is examining its recruitment strategies to identify potential gaps that may be causing candidates to drop out before completing training.

The hiring process itself has been a point of contention, with discussions highlighting the need for a more streamlined approach. Delays in background checks and medical testing have been identified as major bottlenecks, often extending the hiring timeline to several weeks. The authority is exploring ways to expedite these processes to secure qualified candidates more efficiently.

Overall, the meeting underscored the E911 Authority's commitment to improving its operations through better training, enhanced recruitment strategies, and fostering a collaborative environment among dispatchers and field personnel. As these initiatives unfold, the authority aims to bolster its workforce and improve service delivery to the Lake County community.