VIRGINIA BEACH, Va. — As Virginia Beach and other cities nationwide struggle with a shortage of dispatchers, it’s leading to some long wait times when people need immediate help. Some lawmakers think they know just the fix.
This month, U.S. Rep. Norma Torres (D-CA) reintroduced the 911 Saves Act before Congress which she says would lead to big changes for troubled 911 centers struggling with staffing shortages and high call volumes.
How proposed bill will change classification of 911 dispatchers
The bill would change how the federal government classifies 911 dispatchers.
"I absolutely do think this bill, the 911 Saves Act, will help reduce those wait times because it focuses the attention on a group of workers that have traditionally been viewed as secretaries," Torres said.
Right now, they are considered "clerical," the same category as secretaries, office clerks and taxi cab dispatchers.
This bill would reclassify 911 dispatchers as "first responders" in the eyes of the federal government. And it would put them in the same category as lifeguards, crossing guards, and police officers.
"Nobody wants to do this job because of the toll on their mental health and their schedules, so we have to pay attention to them," Torres said.
Torres would know. She's the first former 911 dispatcher to serve in Congress. Before running for office, she spent 17 years answering 911 calls in Los Angeles. Wait times were a problem then, and they’re still a problem today.
Virginia Beach staffing crisis causing delays in emergency responses
13News Now's investigation found callers to Virginia Beach 911 wait an average of 23 seconds before getting an answer. The nationwide standard is to answer 90% of calls within 15 seconds, according to the National Emergency Number Association (NENA).
Virginia Beach Emergency Communications & Citizen Services Director Jada Lee blamed a "staffing crisis" during an interview last month with 13News Now Investigates.
"They don’t know what that next call is gonna be. It could be a barking dog or it could be ‘my baby is not breathing.' So they also face a lot of mental health issues that are coming to light now, that were never recognized before," Lee said.
Re-classification of dispatchers could make profession more competitive
A representative for NENA told 13News Now that the classification of dispatchers is important because it affects pay and eligibility for other benefits, including mental health treatment and retirement. They maintain the 911 Saves Act would help make the profession more competitive.
"I do think this bill will save lives," Rep. Torres said. "This will allow them the opportunity to be able to get grants, to hire, to recruit, and to train 911 dispatchers so they’re ready to take your 911 call."
Torres reintroduced the bipartisan bill on Nov. 8, along with Rep. Brian Fitzpatrick (R-PA), who is a former FBI Special Agent and federal prosecutor.
Virginia U.S. Rep. Rob Wittman is one of more than 40 co-sponsors of this bill. It still needs to get through a committee and be introduced in the Senate, before making its way to the floor for a vote.
Virginia Beach is not alone in facing a staffing crisis. A report from NENA this summer found that 82% of 911 centers are understaffed.