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10 <br /> 1 Issues of Concern <br /> 2 <br /> 3 Staffing: <br /> 4 <br /> 5 During the course of study, the Communications Center: <br /> 6 - Total allocation of 30 full-time positions <br /> 7 - Plus one (1) Operations Manager; 31 total <br /> 8 <br /> 9 During that time: <br /> 10 - Nine (9) of those positions were either vacant (5) <br /> 11 - Or in training (4) and therefore unavailable <br /> 12 <br /> 13 If you "know": <br /> 14 - The number of positions to be filled <br /> 15 - The hours/year each needs to be in service <br /> 16 - The hours/year a single employee is available <br /> 17 <br /> 18 You can: <br /> 19 - Calculate the Position "Relief Factor" used to <br /> 20 - Determine total staff required <br /> 21 <br /> Position Coverage Annual Hours Hours Available/Yr. Relief Factor <br /> Re uired/Position Per Em lo ee <br /> 24 hrs/7 days 8,760 1,718 5.10 <br /> 12 hrs/7 da s 4,380 1,718 2.50 <br /> 22 <br /> 23 <br /> 24 Staffinq <br /> 25 <br /> 26 If you want to determine the number of post positions to be filled based on workload: <br /> 27 <br /> 28 The number of positions needed to adequately handle the call volume can be calculated based <br /> 29 upon a formula matrix which utilizes: <br /> 30 <br /> 31 Average call Duration: 102 seconds <br /> 32 Peak Call Rate/Hr. 236/hour <br /> 33 <br /> 34 Staffinq <br /> 35 <br /> 36 In addition, and currently missing from the Communications Center; i.e. one having this level of <br /> 37 Telecommunicator staffing and annual call volume: <br /> 38 <br /> 39 1. FT Data System Manager <br /> 40 2. FT Quality Assurance Officer <br /> 41 3. FT Training Officer <br /> 42 <br /> 43 The need is CRITICAL! <br /> 44 <br /> 45 <br /> 46 <br />