Understaffed 911 workers rack up overtime

The inability to hire and retain staff has forced supervisors, dispatchers and 911 operators to log more than 14,000 overtime hours last fiscal year, and for the fourth consecutive year the county agency failed to make budget.

In order to maintain at least eight or nine employees in the call center, employees worked mandatory overtime — arriving four hours early or staying four hours late to cover open shifts, said Rick Ayers, a deputy manager and emergency planner.

“If we were at 100 percent staffing, it would allow a few people to be on leave or out sick, but when you’re understaffed you have to make up for it with mandatory overtime,” Ayers said.

Payroll records The Examiner has obtained show that dispatchers earned more overtime pay than most county employees, making up five of the top 10 overtime earners. Supervisor Timothy E. Coale earned the most overtime for public safety officials, with 910 hours or $25,000 in overtime. (Click here to view the entire payroll file.)

Last year the center spent $415,464 on overtime, with a $325,000 budget — though it saved $217,441 because it had fewer salaries and benefits to pay, Deputy Director Larry Mabe said.

This year the center already spent $508,444 on overtime with a $360,000 budget.

While stretching a small number of employees with overtime may be cheaper than fully staffing the center, Mabe said he preferred not to do so because it increased turnover.

The center has about 62 employees to fill 70 positions, though that number includes 10 18-year-old interns. They can take calls but can’t work as dispatchers until they’re 21, Mabe said.

Agencies’ tendency to cover short-staffing with overtime has the effect of pushing more stress onto existing employees, creating a catch-22 if they burn out from being overworked, said Bob Smith, director of communication center and 911 operations at the Association of Public-Safety Communications Officials-International.

Smith compared the EOC employees to young doctors who will often work extra-long shifts, where fatigue and stress can increase the risk of errors.

“It’s been shown to happen in other industries, so you could say there’s a chance of it happening with dispatchers, too,” he said.

APCO-International conducted a study of call centers’ staffing woes and high turnover, creating a list of “best practices” for hiring and retaining dispatchers — suggestions such as allowing employees breaks away from their workstations and work schedules that consider employee’s personal needs. Smith said today it remains the only in-depth study of such issues.

The records obtained by The Examiner can be viewed at examiner.com. Unlike other counties, Harford County officials refused to include data for the Sheriff’s Office or State’s Attorney’s Office, insisting that those are technically state agencies.

Top 10 highest paid employees last year

NAME/TITLE/GROSS SALARY

Lorraine T. Costello/Director of Administration/$119,579.20

Robert S. McCord/County Attorney/$117,551.20

John R. Scotten Jr./Treasurer/$115,252.80

Robert B. Cooper/Director of Public Works/$108.596.80

Richard D. Lynch/Director of Licensing, Inspections & Permits/$106,861.68

Joseph E. Pfaff/Director of Parks and Rec/$106.809.68

Nancy L. Giorno/Deputy County Attorney/$105,861.60

Mary F. Chance/Director of Community Services/$105.809.60

James C. Richardson/Director of Economic Development/$105,809.80

Frank R. Henderson Deputy Director of Public Works $101,046.40

Top 10 employees paid the most overtime

NAME/TITLE/GROSS WAGES/OVERTIME HOURS - OVERTIME PAY

Kevin E. Kimmel/Water/Sewer Utility Tech III/$86,351.59/807.20 hours - $27.557.12

Timothy E. Coale/Public Safety Supervisor/$70,787.65/910.00 hours - $25,314.11

Janet L. Oates/Building Attendant/$37,981.99/1,721.50 hours - $25,018.79

Bradley W. Reaid/Public Safety Supervisor/$76,367.54/610.00 hours - $21,995.06

Kamala L. Cooper/Custodial Worker II/$32,771.21/1,335.50 hours - $19,407.61

Michael W. Sherman, Sr./Public Safety Shift Manager/$84,085.55/443.50 hours - $19,124.13

Kimberly A. Stritzinger/Public Safety Dispatcher III/$74,408.35/534.00 hours - $18,196.51

Maria R. Joseph/Public Safety Dispatcher III/$76,660.00/479.75 hours - $18,114.38

Howard E. Marshall, Sr./Water/Sewer Utility Worker III/$51,714.46/761.25 hours - $17,901.96

James E. Doran/Equipment Operator/$58,698.21/664.30 hours - $17,723.31

Source: Harford County Government

msantoni@baltimoreexaminer.com