美国国家公共电台 NPR--Encore: Rural Washington 911 center closes amid lack of operators

Encore: Rural Washington 911 center closes amid lack of operators

Transcript¹

There's a national shortage of 911 operators. In Washington state, the situation is so dire² that it closed a rural dispatch center. (Story first aired on All Things Considered on Aug. 22, 2022.)

A MARTINEZ, HOST:

Emergency 911 dispatchers are in short supply across the country. In Washington state, a dispatch center actually had to close because of a lack of staff. Austin Jenkins of the Northwest News Network reports.

(SOUNDBITE OF KEYBOARD CLACKING)

AUSTIN JENKINS: It's the afternoon rush hour, and the pace is picking up at the Washington State Patrol's communications center in Tacoma.

UNIDENTIFIED DISPATCHER #1: Nine-one-one. What's the location of your emergency?

JENKINS: Four dispatchers sit at sprawling³ consoles answering 911 calls.

UNIDENTIFIED DISPATCHER #2: And it's just two cars involved?

JENKINS: The dispatchers are in perpetual motion - answering the phone, typing on their keyboards and relaying information via the police radio, all the while trying to keep callers calm.

UNIDENTIFIED DISPATCHER #3: I really appreciate the patience that you've exhibited.

JENKINS: Under the best of circumstances, the role of 911 dispatcher is stressful. But these days it's especially hard. That's because, like in so many industries, there's a shortage of people willing to do the job. The Washington State Patrol currently has nearly 50 communication officer openings across the state. That's a vacancy⁴ rate approaching 40%.

JEFF HURSH: It's tough.

JENKINS: Jeff Hursh is the manager of this dispatch center.

HURSH: Right now, I think I'm down three spots that I could fill if I could find people right now. And I know we're better off than, I think, almost all the other centers in the state are.

JENKINS: Recently, the Washington State Patrol decided⁵ to close one of its more rural dispatch centers for lack of staff.

KAYLA WHITE: Nine-one-one. What's the location of your emergency?

JENKINS: That's Kayla White. With two kids at home, most weeks she's pulling three mandatory⁶ 12-hour shifts, plus two more eight-hour days.

WHITE: We definitely need more people, for sure. It would take a lot of stress off of a lot of people.

JENKINS: This story is playing out across the country, says April Heinze of the National Emergency Number Association. Heinze says, before COVID and the so-called great resignation, there was a 15 to 20% vacancy rate among emergency dispatchers. Now she estimates it's over 30% nationally, with areas where it's much higher.

APRIL HEINZE: I would say that it is close to a crisis, and in some areas, it may be a crisis.

JENKINS: Heinze spoke⁷ from the exhibition floor of a bustling⁸ public safety convention, where she says there was plenty of talk about staffing shortages.

HEINZE: Part of it is educating that this is a true profession that is actually quite rewarding. By the end of the day, it is amazing how many people you help.

JENKINS: Heinze says some agencies are now offering hiring bonuses or reevaluating pay and benefits. While citizens rely on 911 as a lifeline, so do first responders in the field.

ANTHONY RODRIGUEZ: (Inaudible).

JENKINS: Take state trooper Anthony Rodriguez. He patrols Interstate 5 near Tacoma. His days can be busy, racing⁹ from call to call. But he knows the dispatchers are under particular pressure, so much so that sometimes the troopers are asked to restrict their radio traffic. Rodriguez calls communications the backbone¹⁰ of the public safety system.

RODRIGUEZ: Without them, we couldn't do our job. They're behind the scenes, but they're what makes everything move forward.

JENKINS: They're also the ones who will tell trooper Rodriguez where he's needed next.

For NPR News, I'm Austin Jenkins in Olympia, Wash.

1 transcript   

n.抄本，誊本，副本，肄业证书

参考例句：

• A transcript of the tapes was presented as evidence in court.一份录音带的文字本作为证据被呈交法庭。
• They wouldn't let me have a transcript of the interview.他们拒绝给我一份采访的文字整理稿。

2 dire   

adj.可怕的，悲惨的，阴惨的，极端的

参考例句：

• There were dire warnings about the dangers of watching too much TV.曾经有人就看电视太多的危害性提出严重警告。
• We were indeed in dire straits.But we pulled through.那时我们的困难真是大极了，但是我们渡过了困难。

3 sprawling   

adj.蔓生的，不规则地伸展的v.伸开四肢坐[躺]( sprawl的现在分词 )；蔓延；杂乱无序地拓展；四肢伸展坐着（或躺着）

参考例句：

• He was sprawling in an armchair in front of the TV. 他伸开手脚坐在电视机前的一张扶手椅上。
• a modern sprawling town 一座杂乱无序拓展的现代城镇

4 vacancy   

n.（旅馆的）空位，空房，（职务的）空缺

参考例句：

• Her going on maternity leave will create a temporary vacancy.她休产假时将会有一个临时空缺。
• The vacancy of her expression made me doubt if she was listening.她茫然的神情让我怀疑她是否在听。

5 decided   

adj.决定了的，坚决的；明显的，明确的

参考例句：

• This gave them a decided advantage over their opponents.这使他们比对手具有明显的优势。
• There is a decided difference between British and Chinese way of greeting.英国人和中国人打招呼的方式有很明显的区别。

6 mandatory   

adj.命令的；强制的；义务的；n.受托者

参考例句：

• It's mandatory to pay taxes.缴税是义务性的。
• There is no mandatory paid annual leave in the U.S.美国没有强制带薪年假。

7 spoke   

n.（车轮的）辐条；轮辐；破坏某人的计划；阻挠某人的行动 v.讲，谈（speak的过去式）；说；演说；从某种观点来说

参考例句：

• They sourced the spoke nuts from our company.他们的轮辐螺帽是从我们公司获得的。
• The spokes of a wheel are the bars that connect the outer ring to the centre.辐条是轮子上连接外圈与中心的条棒。

8 bustling   

adj.喧闹的

参考例句：

• The market was bustling with life. 市场上生机勃勃。
• This district is getting more and more prosperous and bustling. 这一带越来越繁华了。

9 racing   

n.竞赛，赛马；adj.竞赛用的，赛马用的

参考例句：

• I was watching the racing on television last night.昨晚我在电视上看赛马。
• The two racing drivers fenced for a chance to gain the lead.两个赛车手伺机竞相领先。

10 backbone   

n.脊骨，脊柱，骨干；刚毅，骨气

参考例句：

• The Chinese people have backbone.中国人民有骨气。
• The backbone is an articulate structure.脊椎骨是一种关节相连的结构。