Emergency communications director seeks three call‑taker positions to reduce overtime after CAD upgrade

Will Flagler, director of Arlington County's Department of Public Safety Communications and Emergency Management (DHPSON), told the county board that technology upgrades — including a February rollout of a new computer‑aided dispatch (CAD) system — have improved capabilities but cannot substitute for staffing.

"We successfully launched our new computer aided dispatch system," Flagler said, and credited cross‑agency coordination with the upgrade. He said modern tools (improved caller location, scene video, text‑to‑911 and translation services) are operational but that peak‑hour staffing remains the critical constraint: the presentation cited a 15‑second answer metric of roughly 78% for 911 calls, below a 90% national standard, and an elevated call abandonment rate the team said is about 26%.

To address the most acute staffing shortfall, the manager's recommended budget directs a reallocation of public safety overtime funding to support three additional full‑time call‑taker positions. Flagler said the aim is to stabilize baseline staffing, reduce reliance on overtime (including police and fire backfill at premium rates), and improve reliability during surge periods.

Flagler also described emergency management pressures tied to federal grant uncertainty. He told the board that the loss or reorganization of some FEMA functions and a reduction in federal grant availability have forced local prioritization of core capabilities and the conversion of two field positions to local funding, which will affect the department's operating mix in FY27.

Board members and staff asked for follow‑up detail on the projected timeline for hiring and training the positions, and on comparative benchmarks with neighboring jurisdictions. Flagler said the department will monitor performance after hires and return with operational metrics and hiring timelines for mid‑year review if needed.