RCMP's 911 dispatcher shortage is putting Mounties and public at risk: audit

A recently released RCMP audit says its 911 dispatch centres across the country are struggling with severe staff shortages and burnout, putting front-line Mounties and the public at risk.

Described as the lifeline for officers in the field, the RCMP is responsible for 17 operational communications centres, where dispatchers field calls in almost every province and all three territories. They also help with national security files. Dispatchers are often the first point of contact for the public in emergencies and provide critical support for officers responding to those calls.

But new findings suggest the dispatch centres — known as operational communications centres or OCCs — are in a state of emergency themselves.

"Staffing shortages limit the effectiveness of the OCCs and could potentially put the safety of [officers] and the public at risk," notes the audit.

Completed in February and published last week, it said the number of hard vacancies (unfilled positions) has doubled across all centres since 2017, while the number of soft vacancies (employees on leave) has increased by 31 per cent since 2019.

Those "severe staffing shortages" are contributing to an increase in burnout and employees taking leave, said the report. The situation is described as a "serious threat" to operations.

"Managers feel the OCCs are providing a good service to the public and receive relatively few complaints, but there is a sense among managers that the level of service is deteriorating, or is at risk due to staffing shortages and operators being overworked," it said.

As part of their review, the RCMP auditors interviewed dozens of workers, toured facilities and combed through what performance reports were available.

"Program data indicates that service to the public has suffered, and there is a direct correlation between service metrics, such as wait times and abandoned calls, and staffing levels and call volumes," the report found.

While staffing has decreased, call volumes have remained the same, or increased at most centres, said the report. Auditors heard anecdotally that those calls have become increasingly violent and distressing.

"Things are quite critical and in fact it's very dire," said Kathleen Hippern, president of CUPE 104, the union representing RCMP dispatchers.

She says it's a matter of time before tragedy strikes.

"You're going to get a major event probably really soon where we're not staffed properly," said Hippern, a dispatch supervisor herself.

"It could be a terrorism thing, it could be a natural disaster, it could be something like the mass casualties in Nova Scotia.… We don't have enough people for a regular workday, let alone the major events."

The audit also found that mental health resources for the hundreds of workers fielding those calls are inconsistent and insufficient.

"There is a sense that operators are not seen as front-line workers or first responders, and therefore do not receive the same level of support," said the internal audit.

Hippern said the RCMP's auditors coming to that conclusion is a slap in the face, as the force recently took away a biannual dispatcher psychological screening — a mental health assessment with a qualified psychologist — and replaced it with a questionnaire.

"We're a group that deals with stress where we sometimes may feel suicidal and we've lost people to suicide. Like this is not funny," she said.

"We need to be in a good headspace because we're going to be the ones that listen to the calls and work the files. We help Canadians at their worst moments. We also are there for our regular members, the uniformed members. They wouldn't be able to do their job without us."

One of her main asks is for the government to classify RCMP telecommunications operators as a public safety occupation, which would impact when employees can retire.

"Without us, there isn't much public safety within Canada," she said.

The audit makes five recommendations, including a call for a national recruitment and retention strategy, an update in training to better prepare operators and to set up a tailor-made health and wellness strategy.

The RCMP accepted the findings and suggested work is underway to implement the recommendations.

"Lessons learned, including relevant strategies, tools and materials will be taken from upcoming recruiting workshops and will be shared with all RCMP divisions as part of the national OCC recruiting strategy," said spokesperson Marie-Eve Breton.

"The RCMP continues to engage with the union, having had two recent working group meetings with them, one of which was focused on retention, as we continue to work to recruit and retain people to work in these critical public safety roles."

Federal Public Safety Minister Gary Anandasangaree was not available for an interview.

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