The Center for Social Science Research(CSSR) has conducted two projects for the Association of Public Safety Communications Officials (APCO) International. In each case, CSSR collected survey data from electronic communications centers (ECCs), commonly known as 9-1-1 call centers, around the country and then prepared a detail analysis of the findings. The first study looked at issues related to employee staffing and retention and how these varied between ECCs of different sizes, locations, and type. The second study surveyed employees at EECs focusing on incident handling time and how this varied with size, as well as the type of services provided. APCO is using these findings to develop and disseminate industry-wide standards and best practices.
For additional information about this project, please contact Dr. James Witte at jwitte@gmu.edu.