Knox County 911 dispatchers experienced a slight decrease in calls for service in September compared to the previous month, but there was an increase in 911 calls, as reported by 911 Operations Director Laura Webster to the Knox Board of Commissioners on October 9.
"Our mental health calls were up and the attempt of threatening suicide," Webster said. "And we did have one completed suicide last month. So that number for the year is already beyond what last year was, unfortunately."
According to Webster, Tuesdays have consistently been the busiest day for 911 emergency calls, with Mondays recording more non-emergency calls. Most months see 2 p.m. as the peak time for non-emergency calls, while 6 p.m. is busiest for emergency calls. She noted that most of the 29 landline calls received likely came from businesses due to the declining presence of landlines in homes. Voice-over-Internet calls totaled 157, with wireless phones accounting for 1,370 calls.
Webster mentioned discussions with Nicole Montgomery and Dana Phillips at the Knox Adult Career Technical Center about initiating a dispatcher training program. They are considering simulators to train students in public safety communication and medical dispatching fundamentals. The center currently offers Fire EMS training.
Webster also addressed staffing challenges, noting that some new hires discover dispatching is not their preferred career or use it as a stepping stone to higher-paying positions elsewhere. The center previously relied on part-time dispatchers as a pipeline for full-time roles but has not had part-timers in several years. Currently, two employees are still undergoing training, which may take another four or five months. Webster expressed a desire to give trainers some respite from continuous training duties.
Dispatchers receive three consecutive days off, and more than half of the staff can enjoy at least one weekend off regularly. Webster believes this schedule helps retain staff.
