NCJ Number
117832
Date Published
1988
Length
75 pages
Annotation
This futures study of human resource issues relating to the management of police dispatchers develops a strategic plan which addresses staffing levels, training, alternative career paths, and environmental considerations of a law enforcement communications center.
Abstract
The study's focus is on the dispatch operation of medium-sized California law enforcement agencies. Data were collected from dispatchers, dispatch supervisors, and law enforcement managers. The information concerned how the dispatch function can be modified to reduce stress without impairing operational efficiency, how the physical environment of the dispatch center can be changed to reduce stress, and how managers can improve hiring practices to facilitate a job-person match among dispatcher candidates. The plan developed from the information increases both the quantity and quality of dispatcher training. The plan suggests a minimum of 16 hours per year of training in areas that include hostage negotiations, crisis intervention, and suicide prevention. The plan also calls for increased emphasis on achieving authorized staffing levels. In addition, the plan develops a senior dispatcher program, which is a career path with alternatives to promotion. This program involves proficiency testing for incentive pay as well as the temporary rotation of dispatchers to other functions within the agency. Other aspects of the plan include environmental changes in the dispatch center (more natural light and work stations tailored to individual needs) and a transition management program that will take an organization through change and into the desired future state. 3 notes, 8-item bibliography.