Telecommunicators, 911 dispatchers, and PSAP staff experience high levels of stress and burnout. Which is creating a staffing crisis in the 911 workforce. This is a huge concern in the 911 community, but it is not new. Even back in 2019, before the COVID-19 pandemic, it wasn’t rare to find PSAPs suffering from staffing shortage. Such as a San Francisco PSAP authorized to have 180 telecommunicators but only having 105 in the end. Source.
There are internal and external factors that fuel the staffing challenges throughout North America. These issues affect every state and all types of 911 PSAPs, from urban to rural areas.
To resolve the staffing struggle PSAP officials can address the 4 pillars of workforce optimization: Recruitment, Hiring, Training and Retention.
While there is no silver bullet for solving this problem, upgrading the furniture in the control room can help PSAPs deal with difficulties in hiring, boost employee retention and prevent burnout as well as mitigate stress for staff members.
Benefits for employees working with upgraded 911 dispatch consoles.
Modernizing a control room goes beyond adding new looks. New 911 dispatch consoles add new functionalities to the center and improve the working conditions of employees.
For improving recruitment and attracting new staff, having an ergonomic workplace that looks modern and aesthetically impressive is a big asset. New consoles that are heavy-duty and long lasting can create a more inviting and calming environment for both newcomers and regular staff. A good floor layout creates an excellent first impression when hiring new staff, it gives the impression that the center is a modern workplace that takes the needs of its staff into account. Also, completing training using future-proofed consoles can help prepare new-comers for the realities of working in a PSAP, especially as we continue to experience the rollout of NG911 technologies.
Having height-adjustable control room furniture can also help to accommodate more people in the center, without needing to have a large number of consoles in the same place. Instead of requiring 1 telecommunicator to work in the same workstation for long shifts, an adjustable console can be used by two different operators, or even more, throughout the day. One workstation can be adjusted to different people who must share the same post with the push of a button.
To better retain new hires, many centers are implementing adjustable and ergonomic consoles to create an environment that promotes movement throughout the day. Height adjustable worksurfaces help dispatchers to stay focused by changing posture. If they are having trouble concentrating, working while standing can provide a new perspective and the constant movement also improves their wellbeing. Features like urethane edge can reduce the risk of injures due to strain and repeated motions, such as typing on a keyboard or mouse usage. Other features and accessories like focal adjustments and temperature controls can support operators in maintaining their concentration and well-being.
Major ergonomic benefits of upgrading furniture in PSAPs:
Sustema’s ergonomic control consoles offer improve functionalities and capabilities to PSAP employees. We will go from top to bottom to highlight some major benefits for telecommunicators who use our consoles.
On the worksurface:
Cockpit design for decluttered workstations (peace of mind, easy access to tools and peripherals, everything has its place)
Urethane edge (reduces strain on wrist, more comfortable)
Wide Worksurfaces (multiple monitors in many positions, and more space for keyboards and peripherals)
Better accessories available (task lights can be attached to the surfaces or monitor posts, they can be adjusted in position and intensity with precision)
Reduce stress levels (everything has its place)
Height adjustable surfaces (adjust surfaces to different users, our consoles accommodate the 5% percentile shortest person up to the 95% percentile tallest person)
Quick access to power and data on the surface (monument ports, telecommunicators waste no time and don’t have to crouch under the console to find a power outlet)
Adaptable monitors can be used to create workstations that adapt to different needs of different roles within the PSAP
Underneath the surface:
Plenty of leg room thanks to the cockpit design and the placement of the CPU enclosures
Easy access to IT equipment through the CPU enclosures that feature sliding steel trays
Excellent cable management since cables are routed through the substructure and organized out of sight. Cables are easily accessible from the front and rear panels. Eliminating tripping hazards and reducing downtime related to IT maintenance.
High-powered actuators allow for precise height adjustment of the worksurfaces. Being able to shift from working sitting down to working while standing promotes movement throughout the day.
Telecommunicators will be more comfortable by adjusting the temperature at the console with the push of a button thanks to the integrated heating and cooling systems.
Secure personal storage with steel cabinets under lock and key for personal effects.
Designed for 911 dispatch centers, our consoles are built to provide maximum flexibility and durability in 24 /7 mission critical environments. Employees work more comfortable through long periods of time and can readjust their position and posture throughout the day. Their setup adapts for their needs and not the other way around. Contact us to talk about how we can build a control room solution that meet your specific needs and requirements.
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