Calls Climb
As we can all tell by all the new homes and businesses going up, Klamath County's population and
economy is increasing day by day. Our agency thought it might be interesting to see how the call volume in
the 9-1-1 Center increases along with this growth.
2005 - 130,105 phone calls were handled by 7 Dispatchers. Average call per dispatcher 18,586.
2006 - 134,208 phone calls were handled by 8 Dispatchers & 2 leads. Average call per dispatcher
16,776
2007 - 129,551 phone calls were handled by 8 Dispatchers & 3 leads. Average call per dispatcher
16,193. In addition, in 2007 the Center started taking and receiving AM messages. There were
88,552
The National Fire Protection Association (NFPA) 1221 Standard for the Installation, Maintenance, and Use
of Emergency Services Communications Systems 2002 edition, and the Insurance Services Office (ISO)
utilize a formula to establish nationwide staffing recommendations based on phone call ring time, number
of calls, and type of dispatching services provided; to recommend the appropriate number of staff to
properly handle the calls in a dispatch center. Utilizing these formulas, the District should be staffing six (6)
dispatchers and one (1) floor supervisor per shift. At that recommended staffing level, the dispatchers
would handle 7,167 calls annually per dispatcher. So, even with out current authorized ten (10) positions
filled, it is easy to see that we are handling well over the call volume of industry standard at 12,995 call
annually, per dispatcher.
Increased population equals increased demand for services and clearly increases need and demand for
quality 9-1-1 emergency communication.
As we can all tell by all the new homes and businesses going up, Klamath County's population and
economy is increasing day by day. Our agency thought it might be interesting to see how the call volume in
the 9-1-1 Center increases along with this growth.
2005 - 130,105 phone calls were handled by 7 Dispatchers. Average call per dispatcher 18,586.
2006 - 134,208 phone calls were handled by 8 Dispatchers & 2 leads. Average call per dispatcher
16,776
2007 - 129,551 phone calls were handled by 8 Dispatchers & 3 leads. Average call per dispatcher
16,193. In addition, in 2007 the Center started taking and receiving AM messages. There were
88,552
The National Fire Protection Association (NFPA) 1221 Standard for the Installation, Maintenance, and Use
of Emergency Services Communications Systems 2002 edition, and the Insurance Services Office (ISO)
utilize a formula to establish nationwide staffing recommendations based on phone call ring time, number
of calls, and type of dispatching services provided; to recommend the appropriate number of staff to
properly handle the calls in a dispatch center. Utilizing these formulas, the District should be staffing six (6)
dispatchers and one (1) floor supervisor per shift. At that recommended staffing level, the dispatchers
would handle 7,167 calls annually per dispatcher. So, even with out current authorized ten (10) positions
filled, it is easy to see that we are handling well over the call volume of industry standard at 12,995 call
annually, per dispatcher.
Increased population equals increased demand for services and clearly increases need and demand for
quality 9-1-1 emergency communication.
SERVICES
Current Staffing Level
The District has an authorization of ten (10) Dispatchers and (3) Lead Dispatchers; we currently have
eight (8) Dispatchers and (3) Lead Dispatchers, that are fully trained and certified. The training and
certification program is lengthy at approximately 6 to 9 months to complete the training program and be
able to work independently. Usually by 9 months a trainee has achieved the basic required level on
knowledge to attain certification through the State of Oregon. A high-level of training and performance
demonstration is required of all personnel on an annual basis to maintain formal certifications.
The District has an authorization of ten (10) Dispatchers and (3) Lead Dispatchers; we currently have
eight (8) Dispatchers and (3) Lead Dispatchers, that are fully trained and certified. The training and
certification program is lengthy at approximately 6 to 9 months to complete the training program and be
able to work independently. Usually by 9 months a trainee has achieved the basic required level on
knowledge to attain certification through the State of Oregon. A high-level of training and performance
demonstration is required of all personnel on an annual basis to maintain formal certifications.
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