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9-1-1 director asks for 20 positions to separate call‑taking and dispatch
Summary
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.
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.
Horshoot proposed a phased approach and asked the commission to approve 20 positions in the next budget to begin separating duties and to allow dedicated dispatchers to monitor tactical channels for large incidents. She said the staffing proposal aligns with recommendations from a Jensen Hughes review and with public‑safety chiefs who have supported specialization. Commissioners asked for a clearer break‑out of construction/shell vs equipment costs for consoles and for documentation supporting the Erlang assumptions; staff said they would provide a more detailed financial and implementation plan.
Horshoot said phone‑console and related equipment costs were included in the request (a $210,000 console line and related equipment figures were referenced during Q&A). Commissioners did not vote on the package Monday; they told staff the phased approach, supporting data and exact technology costs will be needed for a decision.
