9-1-1 director asks for 20 positions to separate call‑taking and dispatch
The 9‑1‑1 director asked commissioners for a phased staffing increase to separate call‑takers from dispatchers, pursuing recommendations in a Jensen Hughes assessment. The phased request would add 20 positions next year toward a target of 78 dispatchers and 61 call takers.
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Laura Horshoot, director of the county consolidated communications center, told commissioners the consolidated call‑taking and dispatching model creates operational risk known as "dichotic listening" and that national best practice is to separate call‑taking from dispatching. She said staff used Erlang staffing modeling and recommended a long‑term staffing goal of 78 dispatchers and 61 call takers (139 positions total), noting the current blended workforce performs both functions.
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