911 center changes prompts call for dispatchers

The city is putting out an all-points-bulletin - for new 911 dispatchers.

Cincinnati police are putting out the call for hire up to 35 people in the coming weeks. The city needs to find 15 to 25 dispatchers and between five and 10 call takers by July 1, when dispatchers are assigned to take either police calls or fire calls, instead of both as they are now.

That number will account for retirements and turnover, plus new hires.

"It takes the right kind of person to move into the job. You have to want to be the first and second stops of helping people," said Cincinnati Police Capt. Jeff Butler, who runs the city's Emergency Communication Center.

Currently, there are 39 call taker positions, 36 of them filled. There are another 48 dispatcher positions, 38 of them filled. Butler said it's just enough to get the job done. Call takers collect information; dispatchers coordinate with police and fire.

"Staffing is sufficient to meet the current service needs. However it limits the ability to provide specialized ongoing training," Butler said.

National standards say 90 percent of calls should be answered in under 10 seconds. In Cincinnati now, 83 percent of calls -- cumulative average over extended periods --  are answered in 10 seconds or under.

"We strive to get to 90 percent," Butler said. "One single incident such as a fender bender in rush hour results in a number of callswhich can impact the speed of answering."  

City Manager Harry Black said dispatchers "do a fantastic job and provide an absolutely critical function. This is a tremendous opportunity for someone looking to make a difference through public service."

The city's 911 center has been in disarray since the city consolidated its 911 center in 2010 in an effort to increase efficiency. Until 2010 the 911 center was really two call centers: one for fire and one for police. As part of the consolidation, it was put under civilian control.

Almost immediately there were personnel and performance issues. Council heard complaints from 911 employees and the public; not only that it took too long for somebody to answer, but also about the tone and attitude of dispatchers. City Manager Harry Black, hired in September of 2014, attempted to make fixes and finally late last year put the 911 center back in police hands.

On Dec. 3 he wrote in a memo to city council members:  "Recently I have become increasingly concerned with challenges related to the staff retention and the resulting increases in overtime, training and customer service... It is my belief that the civilian model has not proven to be the most effective one for this critical public safety service."

The new system will be more like the pre-2010 system; employees will take either police or fire calls.   There's a critical need right now for employees on the police side, Butler said.

Nationally there is a 20 to 25 percent turnover rate of dispatchers every five years. Over the past five years Cincinnati has seen a 40 percent turnover rate.

Apply to be a dispatcher

Apply online: http://agency.governmentjobs.com/cincinnati/default.cfm

Deadline: Interested applicants have until 11:59 p.m. Thursday to register.

Salary: Starting salary is $41,137.91 and reaches $46,421.04 annually at the top pay step (not including overtime).