RCMP’s 911 dispatcher shortage is putting Mounties and public at risk: audit
A recent audit conducted by the RCMP has shed light on the severe staff shortages and burnout experienced by its 911 dispatch centres across the country. These dispatch centres, known as operational communications centres (OCCs), play a crucial role in providing support to front-line Mounties and the public in emergencies. They are responsible for fielding calls in almost every province and territory, as well as assisting with national security files.
The audit, completed in February and published last week, revealed that the OCCs are in a state of emergency due to staffing shortages. The number of hard vacancies (unfilled positions) has doubled across all centres since 2017, while the number of soft vacancies (employees on leave) has increased by 31% since 2019. These shortages have led to an increase in burnout among dispatchers, posing a serious threat to operations.
According to the audit, the staffing shortages have resulted in a decline in service quality, with call volumes remaining the same or increasing at most centres. Dispatchers are facing increasingly violent and distressing calls, further exacerbating the situation. Kathleen Hippern, president of CUPE 104, the union representing RCMP dispatchers, expressed concerns about the impact of these shortages on public safety, warning that a major event could occur due to inadequate staffing levels.
In addition to staffing issues, the audit also highlighted inconsistent and insufficient mental health resources for dispatchers. The report noted that operators do not receive the same level of support as front-line workers or first responders, despite the stressful nature of their work. Hippern criticized the RCMP for removing a biannual dispatcher psychological screening and replacing it with a questionnaire, emphasizing the importance of mental health support for dispatchers.
The audit made five recommendations to address the challenges faced by the OCCs, including the implementation of a national recruitment and retention strategy, updated training for operators, and the establishment of a tailored health and wellness strategy. The RCMP has accepted the findings and is working to implement the recommendations, including engaging with the union to improve retention efforts.
As the RCMP works to address these issues, the importance of recognizing the critical role of dispatchers in ensuring public safety cannot be overstated. By prioritizing the well-being of dispatchers and investing in recruitment and retention efforts, the RCMP can better support its operational communications centres and enhance the effectiveness of its emergency response services.
