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The Dallas Police Department needs to hire more civilian employees in its communications division, divert more non-emergency 911 calls to other agencies and amend some of its dispatch procedures so the call center can operate more efficiently, according to the consulting firm KPMG.
Continued staffing shortages at DPD caused by non-competitive pay and attrition have led to falling performance levels at the 911 call center, and the pandemic has only exacerbated this. When the center is fully staffed, 99 people are taking calls. Their goal is to be able to answer 90% of the calls in 10 seconds or less.
