Las Vegas Dispatchers Pinched by Worker Shortage

There always have been empty seats at the Las Vegas police communications bureau on Russell Road near Decatur Boulevard.

"This place hasn't been fully staffed in years and years," Capt. Brett Primas said.

But lately at the bureau, which handles the vast majority of 911 calls and police dispatches, there has been such a shortage of call takers that the employees are working mandatory overtime, often on their scheduled days off.

"We're kind of in the eye of the storm right now," Primas said after two long-term employees recently retired and the number of calls has shot through the roof.

More than 80 of the department's 226 positions are vacant. And as long as the seats stay empty, dispatchers such as 20-year veteran Susan Zupancic will be required to work at least 2½ hours more per week.

"It can be very irritating," Zupancic said.

Primas said some dispatchers volunteer to work extra overtime, but for the hours that don't get filled, he has to assign people to handle those shifts.

Last week 877 hours of overtime were worked at a cost of about $30,000, Primas said.

"We can't just say, 'We're not going to answer these calls,'" Primas said.

The agency usually receives more than 3,000 911 calls and more than 1,500 non-emergency calls per day. Primas said most 911 calls are answered in three to five seconds, but some emergency calls go unanswered for a minute or more.

To combat the staffing shortage, Primas said his department will be going to high schools and trade schools to recruit young people. High school graduates who are least 18 years old are eligible for the job.

Primas said the problem is finding qualified people who can type at least 45 words per minute, pass a background check and handle the frequently high-stress job.

But Zupancic, who describes herself as an "adrenaline junkie," said she thrives on her job.

"I love it," she said. "I don't like to sit around and be bored."

Zupancic, who is trained as both a 911 call taker and a police dispatcher, said her job can be rewarding when she's comforting people who are calling in, but communicating with officers in the field is more exciting.

Call takers and dispatchers are not police officers, although some applicants have a law enforcement background. About 90 percent are women.

Dispatchers receive a starting salary of $37,916 per year, plus medical and retirement benefits and college tuition reimbursement.

The department provides training that lasts nearly a year, and during that time many applicants drop out once they get a better feel for the position and what it requires.

"Sometimes people just can't handle that," Primas said. "That's something we can't combat."

Primas encourages potential employees to fill out an application online. Before applicants even come in for an interview, however, Primas said they can shadow a dispatcher for a day to get a feel for the job.

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