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Press Release: Audit Finds Berkeley 911 Center Understaffed and Overworked
Berkeley spent nearly $1 million in overtime in 2017 to staff 911 center
Berkeley’s 911 Communications Center spent nearly $1 million in overtime in 2017 to make up for continuing vacancies and under-budgeted positions according to a new report from the Berkeley City Auditor. Without sufficient staff, it is also taking longer for Berkeley dispatchers to answer 911 calls. The faster a police officer, firefighter, or paramedic can get to the scene, the better the chances of a good outcome.
“As Berkeley continues to grow as a city, more people will need access to city services,” said Berkeley City Auditor Jenny Wong. “The 911 center is the first line of responders for emergencies in Berkeley. With predicted population growth, Berkeley will soon need even more resources to ensure all emergency calls are answered and dispatched in a timely manner.” Understaffing and subsequent excessive overtime needed to maintain dispatch services has taken a toll on the morale of dispatchers. All dispatchers who were interviewed or surveyed during the audit felt that morale in the workplace was low, and a significant cause is related to under staffing.
Studies have shown that in law enforcement and across other industries, working excessively long shifts, particularly those that are 12 hours or more, can lead to fatigue and safety-related incidents, and decrease quality of service, communication, and cognitive performance. The audit recommends that the Police Department conduct a thorough staffing analysis and create a new recruitment and training plan. A staffing analysis will allow the Police Department to determine appropriate staffing levels and provide information to inform future budgeting decisions. Having appropriate staffing levels will decrease the reliance on overtime and relieve the burden placed on overworked dispatchers.
The audit also recommends that the Police Department implement programs to increase morale and communication, including establishing a comprehensive stress management program. “Our dispatchers are highly training professionals who take great pride in what they do for our community,” said Auditor Jenny Wong.
The Police Department has agreed with the recommendations. The Department plans to conduct a staffing analysis, improve recruitment and retention efforts, and create a comprehensive stress management program for dispatchers. To read the full report and Police Department response, please visit: http://bit.ly/2DvbCpv
The Berkeley City Auditor works to promote transparency and accountability in Berkeley government through independent evaluations of City programs and activities. For more information visit www.cityofberkeley.info/auditor and sign up to receive email updates https://conta.cc/2OL2CAW.
