Over 40 percent of 911 dispatchers exhibit high levels of burnout, more than double the burnout rate of employees in other fields. Multiple recent workplace studies have associated employee burnout with high turnover and poor organizational performance, and it’s no surprise that as the volume of 911 calls increases across the country, so are the levels of 911 dispatcher burnout, absenteeism, and turnover - leaving an alarming number of vacancies in a role that is critical to the health and safety of a city’s residents. ![]() The variability of these calls creates a high-stress work environment that is both emotionally exhausting and potentially traumatic, exacerbated by the long hours of an inherently stressful job that requires mandatory overtime and pays low wages. These calls can range from connecting a resident to medical care for a sprained ankle to dispatching the right support for someone whose life is being threatened or in imminent danger. Over the course of a year, the average 911 emergency service dispatcher will take over 2,400 phone calls. A new report from the Behavioral Insights Team & the University of California at Berkeley connects a sense of belonging to employee retention
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