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911 dispatch week1/12/2024 To find out more about the study and what it means for urban practitioners, Bloomberg Cities caught up with lead researcher and behavioral economist Elizabeth Linos. It built off of work these cities were doing with What Works Cities, a Bloomberg Philanthropies initiative to build the cities’ capacity to use data and evidence in decision making. The nine cities that partnered on the study were: Albuquerque, N.M., Cambridge, Mass., Glendale, Ariz., Greensboro, N.C., Mesa, Ariz., Portland, Ore., Salt Lake City, Utah, Tempe, Ariz., and West Palm Beach, Fla. The experiment worked: Four months after the study, dispatchers who participated reported feeling less burned out, and the number of resignations dropped by more than half. For six weeks, more than 200 dispatchers were asked to write down stories about their work experiences, as well as advice for new operators - and share those stories with each other. cities to study a low-cost way of building camaraderie among 911 call operators. The Behavioral Insights Team partnered with nine U.S. Now there’s new research based on behavioral “nudging” that may help cities improve morale, and perhaps even reduce turnover, in their 911 centers. It also comes at a high emotional cost for dispatchers, who handle traumatic situations every day without the widespread recognition - and often, better pay and benefits - given to police officers or firefighters. The turnover costs cities tens of thousands of dollars to recruit and train new people. The problem is taking a toll on emergency operations, as short-staffed teams work overtime shifts in a scramble to make sure there’s enough dispatchers to answer calls. Cities across the United States are struggling with a growing public safety problem that’s largely invisible to the public: a shortage of people willing to work high-stress jobs answering 911 emergency calls.
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