Little Rock to give 911 operators hiring incentives following years of staff shortages

LITTLE ROCK, Ark. – Newly hired 911 operators in Little Rock will start their new job with an extra $2,500 after a newly passed resolution by the city board of directors.

The resolution was passed on Wednesday and implemented a new hiring incentive program allowing each applicant who has completed the training to receive the payment. However, the applicant must continue to work as a communications operator for two years or else they will have to reimburse the incentive.

Juana Green, director for Little Rock Emergency Communications, said there are 48 positions in operations which are dispatchers but there are 17 vacancies. She hopes the new incentives will help with their hiring efforts.

Over the years, the dispatcher vacancies have been in the double digits but have steadily been less and less.

“In 2022 we had 29 vacancies in operations,” Green said. “In 2023 we had 22 vacancies.”

Although the department is making strides, the number of vacancies still has a domino effect.

“We want to meet national standards which are answering 95% of 911 calls in 20 seconds,” Green said.

Green said in 2022 they were only averaging around 60% but this year that number is drastically different as she said they are closer to the national standard than ever before.

“We’re averaging 93% of 911 calls in 20 seconds,” Green said.

Green said recruiting and retaining workers for the staffing shortages is an industry-wide problem.

“It’s not uncommon for you to call a 911 center and your call is not immediately answered.” Green said, adding, “We’re getting to the phones as quickly as possible but this is where filling in those vacancies come into play.”

With the new measures in place, Green hopes the two major performance issues will finally be resolved.

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