Staffing & Technology: Leveraging Technology as a Force Multiplier

Emergency Communication Centers (ECCs) across the state and country struggle to maintain adequate staffing. Hiring bonuses, pay increases, and creative recruitment strategies do not always lead to the increase in staffing and retention that we desire. Staffing needs, however, are only one side of the equation. On the other side of the equation is workload; a reduction in workload leads to a reduction in staffing needs. New technologies and creative collaboration have the potential to significantly reduce staffing needs.

In this course, we will discuss four ways that new technology can reduce the workload for telecommunicators:

1. Eliminate non-emergency calls into the ECC using an online community portal.
2. Increase convenience and capability for field responder self-service.
3. Virtual and temporary ECC consolidation.
4. Remote work options (e.g., work from home).

At MACC 911 in Grant County, we are in the process of developing and implementing the above solutions. In this course, we will discuss our experience, including the key technologies involved, such as a cloud-native CAD system and LMR/LTE convergence radio. Presented by D.T. Donaldson, MACC. Class Location: Classroom C.

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