Pay Cut, Discipline For Not Meeting Standards

Dispatchers at the Sussex County (Del.) are under a lot of pressure when handling calls—not only could they jeopardize the safety of citizens, but they could be suspended without pay, have their pay cut or be fired. On the other hand, they could also receive a bonus if their call evaluations meet certain standards. Like all centers in the state, the county dispatchers provide emergency medical dispatching (EMD) as outlined in protocols developed by The National Academies of Emergency Dispatch (NAED). Under that program, 10 percent of each dispatchers calls are evaluated each month under a quality assurance program. If the dispatcher fails to score 90 percent or higher, they could discipline, including a five percent pay cut or unpaid days-off. If they meet the 90 percent goal for a six-month period, they receive a bonus that could total $750 in a year. Read more about the county’s stick-and-carrot approach here.