METCAD leadership addresses staffing concerns at dispatch center in Champaign Co.

CHAMPAIGN, Ill. (WAND) — A citizen's group has raised concerns about staffing issues affecting METCAD dispatchers in Champaign County.

METCAD 9-1-1 is the dispatch center that answers emergency calls in the county. Concerned METCAD Spouses reached out to WAND News regarding the dispatch staffing levels. The group, which is made up of spouses, significant others, and immediate family members of dispatchers, says that staffing levels are at a crisis point with only 17 out of a possible 33 full time telecommunicators employed.

However, METCAD leadership said that number isn't totally accurate.

"It's slightly misleading when you say 'you're at 33 and only 17 are working.' That is not true and accurate," said Ralph Caldwell, Director of METCAD.

According to Caldwell, there are currently 10 telecommunicators in training with 6 substitutes, 4 nonbargaining unit members, and 3 traveling telecommunicators in addition to the 17 full time employees.

Caldwell did acknowledge that staffing is a major concern at METCAD and that the center is working to encourage recruitment and retention.

"We're talking to people statewide. We're trying to be creative," said Caldwell.

He noted that the salaries and pensions that departments like police and fire offer make retention difficult.

"Some people start with us, and then they look over at the fire department and the police department, and they're like, 'I can make more money if I'm a police officer or firefighter and have a better pension. I think I'm going to go over there.'"

In a written statement from Concerned METCAD Spouses, the group said that dispatchers have left due to "problems with the training program itself, inability for them to complete the program, or simply not wanting to be forced into working the excessive number of hours as soon as they completed the training."

The group plans on attending the METCAD Policy Board meeting on Oct. 3 to put forth the following suggestions:

Immediate development and implementation of a staffing contingency plan to provide appropriate staffing and relief for the current dispatchers.
Hiring of a consulting firm to provide an external and comprehensive review of current MetCad operations, employee retention, and recruitment practices.
Overhaul of the hiring, onboarding, and training programs so new dispatchers are well supported and successful.
Comprehensive planning for long-term staff retention and recruitment.

"The sooner we get the seats filled, the better it is for the whole organization," said Caldwell.