Staffing Analysis


In today’s demanding and fast-paced emergency communications environment maintaining appropriate staffing levels remains a constant challenge for communications center directors. Critical to the communications center’s ability to provide safe, effective and efficient service to the community and field personnel, appropriate staffing levels must be identified, maintained and then updated periodically.

Our staffing solutions incorporate all types of call volume, dispatch responsibilities, channel load, ancillary responsibilities, evolving technology, economic changes and future expansion or growth. We deliver customized staffing optimization services that include:

  • Evaluation of existing staffing levels, both authorized and actual, to determine if the center’s staffing levels meet its needs. We base our staffing estimates on current industry standards for 9-1-1 call answering and the dispatch of field personnel. These standards, set by organizations such as NENA, APCO and NFPA, are combined with formulas such as Erlang C and performance benchmarks specific to each center.Our staffing estimates provide clear and defensible documentation to support staffing requests.
  • Evaluation of call taking and dispatch workflow methodology to determine if modifications can be made to increase service effectiveness and efficiency and identify any impact on staffing levels.
  • Evaluation of the recruitment, hiring and training processes.In centers that have difficulty maintaining authorized staffing levels, we evaluate these processes to maximize the number of quality candidates available and that the hiring and training processes are efficient.
  • Cost-benefit analyses that evaluate such topics as the cost of hiring new staff versus utilization of overtime to meet minimum staffing requirements.
  • Development of short-term staffing plans designed to help center directors with critical staffing shortages reach authorized staffing levels as quickly as possible and then maintain those levels through long-term planning.
  • Recommendations for an effective organizational structure, career path and development of the associated job descriptions.
  • Development of training, quality assurance programs and standard operating guides or policies.
  • Evaluation of existing staffing levels, both authorized and actual, to determine if the center’s staffing levels meet its needs. We base our staffing estimates on current industry standards for 9-1-1 call answering and the dispatch of field personnel. These standards, set by organizations such as NENA, APCO and NFPA, are combined with formulas such as Erlang C and performance benchmarks specific to each center.Our staffing estimates provide clear and defensible documentation to support staffing requests.
  • Evaluation of call taking and dispatch workflow methodology to determine if modifications can be made to increase service effectiveness and efficiency and identify any impact on staffing levels.
  • Evaluation of the recruitment, hiring and training processes.In centers that have difficulty maintaining authorized staffing levels, we evaluate these processes to maximize the number of quality candidates available and that the hiring and training processes are efficient.
  • Cost-benefit analyses that evaluate such topics as the cost of hiring new staff versus utilization of overtime to meet minimum staffing requirements.
  • Development of short-term staffing plans designed to help center directors with critical staffing shortages reach authorized staffing levels as quickly as possible and then maintain those levels through long-term planning.
  • Recommendations for an effective organizational structure, career path and development of the associated job descriptions.
  • Development of training, quality assurance programs and standard operating guides or policies.

Each of these services is customized to meet the specific needs of each communications center.