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Michael Clayton, 32 South Pearview, stated, From the employee perspective, the problem is the <br /> time we have waited for something to change. These numbers are not a surprise, as far as the call <br /> volume, inbound and outbound calls. They've been there. The frustration lies in the fact that we <br /> are getting killed with overtime. We have several overtime shifts per six (6) day rotation. I'm on <br /> my fourth day of twelve (12)hours and there are others that have done six(6)twelve (12) hour <br /> days. Some have even volunteered or been mandated to come in on their days off. I can't stress <br /> enough to your board that this is an important issue on two (2) fronts. One (1), that Abandoned <br /> Call Rate will go down if you allocate fourteen (14) new members to the dispatch core. Number <br /> two (2), if it's not going to happen this year or gets pushed off any longer, you will have <br /> employees that don't see the light at the end of the tunnel and they will find work elsewhere. <br /> That is where you are at right now is that you have employees that are good dispatchers that <br /> would be better off elsewhere. Those in charge are not making moves for their welfare. <br /> Dispatchers need time off. A lot of dispatchers are tired. I appreciate the work of Brent and <br /> Carly. We need fourteen(14) as a minimum because we are not taking into account the attrition <br /> rate over the last two (2) years which pushes that number up to ninety-nine (99). We agree, <br /> seventy-eight(78) knocks down the overtime to a considerable level but we need to be prepared <br /> for the experienced dispatchers to leave. <br /> Committeemember Campau asked, In your opinion, how long do we have until we would start <br /> seeing increased turnover. <br /> Mr. Clayton replied, Honestly, I have spoken to ten(10) employees in the past couple weeks that <br /> are ready to walk. If they find an opportunity,they are gone. <br /> Committeemember Campau followed up, And we have a six (6)to nine (9) month training <br /> period? <br /> Mr. Croymans confirmed, That is correct. <br /> Mr. Clayton continued, Another thing I have noticed is that while I get this is all new, we have to <br /> start treating this as a large-scale center. We can't do the same things we did in all the other <br /> smaller centers. We have to start looking at it as the St. Joseph County 911 Call Center. You <br /> have a great opportunity to have a great 911 Center. There is a new building, new technology, a <br /> new CAD System, but the staffing has to be at accurate levels. <br /> Mr. O'Connor asked, How much do you think cross-training will help? <br /> Mr. Clayton replied, It will help tremendously. There would be times when a phone call would <br /> come and I'm not trained in that area. It will help but it won't fix the staffing problem. <br /> Ms. Villa clarified, Every dispatcher is qualified to answer a call. The discrepancy comes when <br /> certain calls come in that need certain medical directives. <br /> Committee Chair Broden stated, It seems like timing is everything on this because of the long <br /> stretch of training needed to get people up and ready. <br /> 9 <br />