As mentioned in my previous comment on the overall “issues” of JC 911 - it appears the city is trying to have shit roll down hill, blaming employees before upper management. I reached back out to my dispatcher friend on this issue and again, he reiterated that staffing is very low, most 911 employees still aren’t being paid properly. My friend stated that going on 2+ years, the city has refused to promote within 911, leaving entire shifts with no supervision. On top of all that; the city is in the works to privatize the entire 911 center, killing union jobs & most likely costing us tax payers even more money to outsource something of this magnitude to the corporation, IXP, mentioned in OP’s linked article. Seen here, the company was sued in 2018 for an incident that took place in Danbury, CT, one of their privatized 911 centers. Police officers in Danbury filed over 400 complaints against IXP after a police officer was dispatched to his own assault. Back to Taqueria, 284 calls in 50 minutes between 4-5 operators seems like an insane call volume to me. Reform might be needed, but as my friend said it shouldn’t all fall on the employees working multiple 16 hour shifts per week not knowing if they’ll be paid correctly.