×

‘Critical state’ calls for position reclassifications at 911 Center

In order to increase the number of employees qualified to take calls at the county’s 911 Call Center, the Lycoming County commissioners approved a change in the classification of workers there.

Now, new hires will be classified as telecommunicator trainees. They can then advance to telecommunicator I, call-taker, and after a year of training can move up to telecommunicator II, call-taker and radio operator. The final level, telecommunicator III, is a supervisor position.

“Under our current policy, we had no call-takers,” said Commissioner Tony Mussare. “So when a trainee would come into the 911 Center, it’s about a year process to have them pretty much qualified.”

“When we got down to eight people in DPS (Department of Public Services) 911, plus the two supervisors, it left us in a critical state,” he said.

Mussare noted that 911 operators are required to have certain knowledge and be tested in order to answer the phones according to Federal Emergency Management Agency regulations.

The situation at the county’s call center became critical during the pandemic when people were quarantined for exposure which left fewer people to answer calls.

“So this was something we had to address,” Mussare said.

“By changing these advancements from a new hire to a telecommunicator I, call-taker, we will always have a call-taker, and that’s critical,” he added.

Commissioner Rick Mirabito said that he hopes that other county departments will consider adopting similar ways for employees to move through different levels within their department.

“The other thing I like about it…is it gives people a sense that they can go somewhere in their department, and they don’t have to simply wait for the heads of departments to retire,” Mirabito said.

“I hope that we can look at this and do this in some of the other departments because I think it would address what I’ve heard from some employees about feeling as though they want to be able to go somewhere. So, I think it’s a positive thing and hopefully it will help people want to stay,” Mirabito added.

There would be a 5% increase in salary when employees move to telecommunicator I, and if they choose to move on to telecommunicator II that would come with another 5% increase.

“The good news here is that these costs are reimbursed as part of our 911 money that we get,” Mirabito said. “But, regardless, it gives people a sense of being able to move along a continuum of developing a career at 911.”

Mussare pointed out that currently there are around 30 vacancies in various departments in county government.

“This puts a tremendous strain and stress on the employees in those departments that have vacancies,” he said.

“We know we want to do a study, we want to have comparables. We’re going to have to take a shortcut here as well to man some of these departments and compare some pay, or they’re going to be burned out and they’re going to leave us,” Mussare said.

The national labor shortage was cited as contributing to the problem by Commissioner Scott Metzger.

“We have many jobs that are opening. We are already receiving people who want to be interviewed but if they do call for an interview, they don’t show up,” Metzger said.

“It is an issue plaguing the private and public sector. It’s a national problem,” he added.

NEWSLETTER

Today's breaking news and more in your inbox

I'm interested in (please check all that apply)
Are you a paying subscriber to the newspaper? *
   

Starting at $4.62/week.

Subscribe Today