Champaign Co. 911 center experiencing staff shortage

CHAMPAIGN COUNTY, Ill. (WCIA) — The Champaign County 911 center (METCAD) is in the middle of a staff shortage.

According to METCAD’s Director, Ralph Caldwell, the call center is having a hard time hiring and keeping dispatchers because of the demands of the job. He said the stress and relatively low-pay of the job makes it difficult to keep qualified call-takers.

Relatives and loved one of dispatchers, however, have been showing their concern for the lack of staff support. They said it’s not only an added stressor for their loved ones but might impact METCAD’s ability to handle calls.

In a Facebook post, created by the relatives of the dispatchers, and reposted by the Ogden Royal Fire Protection District, they said METCAD should have at least 33 full-time dispatchers. As of Tuesday, they have 17 on staff.

Caldwell, however, says METCAD is still able to fully operate.

“It’s a little misleading when we say we’re down to 17 because we do have added employees that help supplement the program,” Caldwell said.

METCAD’s responsibilities include answering all 911 calls in the Champaign County area, and coordinating responses with two ambulance companies, 24 fire departments and 10 law enforcement agencies.

According to the post created by the relatives of the dispatchers, the dispatchers are working unsafe hours, and there are not enough workers to perform essential tasks.

Caldwell said dispatchers are being asked to work 12-hour days. They’re filling in the gaps however they can.

“We reinstituted our sub program, so we have six people who previously worked here full time, left and then came back to work part time,” Caldwell said

METCAD Operations Manager, Betsy Smith, said supervisors are also helping with calls. To be fully staffed they would need 33 dispatchers. Smith said the long hours make it tough to keep workers, and many dispatchers see their job as a stepping stone to their preferred career, like becoming a first responder.

“I am definitely not the bulk of the solution here in that role,” Smith said. “My bigger role is trying to hire the people and get them in the door so that they can be trained by our staff.”

Caldwell said they’ve hired a marketing firm to get the word out that they’re taking applications.

But, relatives of the dispatchers hope for more work to be done. They said that the METCAD administration needs to create change, to provide relief, support and a compensation plan.

Caldwell said that despite the staffing shortage, they’ll always be able to help in an emergency.

“Part of the social media was that, you know, your call wouldn’t get answered. That is totally false. Your call will always get answered. Our people do an amazing job answering the phones,” Caldwell said.

METCAD is currently training 10 new dispatchers. They’re at different parts in their training, and some can take calls. If you’re interested in being a dispatcher, you can apply on METCAD’S website .

The next METCAD policy board meeting is Oct. 3 at the Champaign Public Library from 9:00 to 10:30 a.m.

The relatives of the dispatcher’s plan to attend and address several different issues, including the development of a staffing contingency plan, hiring a consulting firm for an external review of METCAD and a plan for long-term staff retention.

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