CMPD: More hires answer more 911 calls, but need for staff still high

CHARLOTTE, N.C. (WBTV) - When it’s an emergency, timing is everything. That’s what 911 is for. But what if your call isn’t answered in seconds?

That’s what Charlotte-Mecklenburg police are working to make sure you never have to deal with.

Late last year, CMPD Chief Dave Robinson voiced concerns to Charlotte city council about wait times for 911 calls because of staff shortages. He said they needed more telecommunicators to take the nearly 1 million calls that come in each year, and that they were only answering about 60% of 911 calls in 10 seconds or less.

Also Read: Top Charlotte leader calls for changes to MEDIC dispatch policy after in-custody death

The good news is as of February, CMPD is answering over 85% of those calls in 10 seconds or less. That’s close to the 90% industry standard goal they strive toward.

While they’ve hired nine dispatchers since November, CMPD’s communications administrative supervisor Ambar Ramos says they’re still short-staffed.

She said the hope is that more recruits will both reduce wait time for calls and provide much-needed relief for dispatchers.

“We are able to take a little longer than just a few minutes to kind of cope. So it helps out. It lets us go and speak to a mentor or peer support, and we don’t have to worry or we don’t have to have in the back of our minds, we have to get back on that call,” said Ramos.

Ramos added they are doubling their hiring bonus, increased salaries, and are now offering part-time positions as incentives.

If you’re interested in this kind of job, you can find out more here.

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