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Emergency Communications budget rises 28% as city adds overtime funding and a 311 service center
Summary
Emergency Communications asked for a $4.3 million FY26 appropriation, a 28% increase attributed mainly to overtime needed for 12‑hour shift coverage, management pay adjustments, and funding for an additional 311 customer service center; officials also discussed 311 app duplication issues, warming/cooling centers and CERT volunteers.
WORCESTER, Mass. — Commissioner Charles Goodwin told the finance committee on Tuesday that the Emergency Communications (public safety communications and 311) FY26 recommended appropriation is about $4,300,000, a 28% increase over FY25 driven primarily by higher overtime funding tied to the department’s 12‑hour shift model and higher staffing costs.
Goodwin said the department increased overtime in recent years to maintain 12‑hour coverage for 911 call takers and to cover vacancies. He also described plans to open a second 311 customer service center in addition to the existing Main Street location, and estimated the main center’s operating cost at about $1,500 per month (plus internet) with…
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