04/07/2024

Many 911 Call Centers are Understaffed

Meanwhile, the job has gotten harder

Sara Harper says nothing really prepares you for the moment you put on that 911 headset.

"There's a little spike of adrenaline because you're like, 'oh, god, here we go,'" said Harper, who started at Denver 911 in 2013. "'What is this going to be? Is it just going to be an easy one? Is this going to be an annoying one? Is this going to be the call that changes my life?'"

For decades, 911 call takers have had three main options: send emergency medical responders, fire and police. A fourth option is becoming increasingly common: a mental health professional who responds to some calls instead of police. A study released this March found that 44 of the largest U.S. 50 cities now have an alternative response program, many of which don't involve police at all.

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