KANSAS CITY, Mo. (KCTV) – In KCMO, wait times have been frustrating for many people trying to contact 911. The department is currently making a number of changes to improve it.
In March, KCPD implemented a new automatic abandonment callback feature.
This feature automatically returns calls to people who hang up before they are answered. Check to see if you intended to call 911.
KCPD added this because the previous method was for the person receiving the call to call back, which strained resources and caused delays in helping other callers.
The system has been making good progress since it was introduced, but it will likely take some time before it becomes effective.
“We need a few more months of good information before we can make any decisions, but right now we're very satisfied and think it will be helpful,” said Maj. Gregory Williams of the KCPD Logistics Division.
KCTV5 has spoken with some businesses over the past two weeks regarding complaints about crime.
One person said they had trouble contacting dispatchers.
“Unfortunately, sometimes you have to wait a little bit, but it's worth the wait,” said Maj. Williams.
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He added that increased call volume and call priority could be the reason for the longer processing time.
“It all depends on what's going on at the time,” Maj. Williams said.
Williams said the biggest effort right now is adding more staff to reduce wait times. He said about 100 dispatchers and call takers are needed to be fully staffed.
Currently, approximately 29 positions have been cut and staff are working mandatory overtime. He also has 20-plus police officers trained in the system to help resolve wait times should you wish to work overtime.
“Even if we were to reach capacity, in a city this size with over 1 million calls, we would probably need about 150 people,” Maj. Williams said.
KCPD has decided to review the training for future employees.
“Our success rate is now dramatically higher than it was in the past,” Maj. Williams said.
But even with fewer staff, average wait times have decreased by two seconds over the past 12 to 15 months, he said.
“While we're not making the progress we'd like, they're going backwards,” Maj. Williams said.
KCPD is also updating its technology.
All employees now work out of the Southern Patrol Division, and the main call center has been updated to a new computer-aided dispatch system, also known as CAD.
This is the first update in about 6 years.
“We want every technology we implement to become more efficient in every process. That's what we want, and really the future of other technologies available. They guide us,” said Major Williams.
Last month, KCPD received new radios for officers and patrol cars.
These radios have new features that allow them to send all kinds of information to officers on the scene, including photo bookings.
Staff will return to the main call center on June 24, and the South Patrol call center will also be updated thereafter.
Overall, they want anyone struggling with wait times to know what they're working on, and to keep them on the line if they need help.
“It's frustrating sometimes to wait, but you're on the front lines and it's coming,” Williams said.
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