The Shift Everyone Questions—Until They Work It

As the East Harris County Emergency Communications Center (ECOM) in Channelview, Texas (USA), first opened in 2018, staffing and scheduling difficulties created a bit of a headache, especially while juggling multiple part-time employees. With holes in the calendar, the creative solution of a 24-hour shift was deemed worth trying.

“We were a small, hodgepodge group of dispatchers coming from different environments, used to working different schedules,” said ECOM Assistant Director Tiffani Edge. “The idea for 24-hour shifts actually came from some of our emergency dispatchers who worked 24- or 48-hour schedules as full-time firefighters.”

For this concept to work, emergency dispatchers would require designated blocks for sleep (five to six hours) while on the clock just as other first responders do. In most cases, planned rotations allow one emergency dispatcher to sleep at a time without additional support on the dispatch floor.

If an unexpected event requires additional personnel, the sleeping emergency dispatcher could be awakened to provide assistance during critical call flow—though this practice is largely the exception, not the rule.

“Initially we get a jump-scare type of reaction from people who aren't familiar with the schedule,” Edge said. “Once we explain 24-hour shifts and map it out, most people are willing to give it a shot and ultimately end up preferring the schedule.”

Forging the path
It took a little convincing to get everyone on board with the 24-hour concept due to obvious concerns: Could emergency dispatchers really focus their attention on calltaking for extended hours? Could they adequately sleep on the job and be fully refreshed to take calls again? What benefits and drawbacks would there be?

After a lot of discussion, the emergency dispatchers got the green light from a focus group that included emergency dispatchers, supervisors, HR, and command staff. Once they got started, they never looked back.

“Communication [as a team and administration] has been huge in order to make this schedule work,” Edge said. “Rest is also important to maintain healthy, alert dispatchers, so we make that a priority.”

Because ECOM has a small workforce of three to four emergency dispatchers on the floor, staggering start times provide coverage with shifts beginning at 6 a.m., 10 a.m., and 6 p.m.—each with their own designated sleep time.

And ECOM isn’t the only center utilizing 24-hour shifts. TJ Earhart, Dispatch Lead at The Woodlands Fire Department, said his center has adopted a similar schedule.

“The shift goes by fast most days,” he said. “Though downtime is not guaranteed, since switching [to a 24-hour shift] I can personally say I have not been recalled back to the floor.”

When overnight call flow is expected to be high—such as New Year’s Eve or Independence Day—the center plans for those shifts by adding staff to maintain operations while still prioritizing adequate rest for their employees.

Benefits
These centers have discovered that not only are 24-hour dispatch shifts sustainable, they are preferred.

“Morale definitely improved with the transition,” Edge said. “I think [this schedule] can be credited as one of the perks of ECOM that helps keep our turnover very minimal.”

Surprisingly, emergency dispatchers working 24-hour schedules actually reported feeling they had much more time at home and a better work-life balance.

“Most dispatchers will tell you fatigue feels lessened [on 24-hour shifts],” said Joseph Kirby, ECOM Dispatcher and Qualified Supervisor. “That’s because you typically haven't been [in the center] as much, and you won’t be back for three days again. I’d come back and genuinely feel like I had had enough time away.”

As an added benefit, emergency dispatchers’ 24-hour schedule lines up well with the schedule of field responders and other departments they work with regularly, creating an opportunity to build professional rapport.

Centers hiring for 24-hour shifts can also broaden their pool of employees to neighboring areas because their schedules require less frequent commuting—a real perk considering rising gas prices!

Parents of young children also appreciate that they have fewer workdays to find childcare (typically one day a week versus four or five), which makes family life more affordable.

Drawbacks
Like many emergency dispatch teams, 24-hour teams rely heavily on each other. If someone calls in sick or has a personal emergency, it is imperative to find coverage to maintain operations and sleep blocks. These events may require emergency dispatchers to work overtime or administration to help cover gaps, which isn’t quite as easy to fill.

A few emergency dispatchers have also brought up concerns about adequate storage and dorm/living area space. ECOM command staff is currently planning a renovation to add rooms for emergency dispatchers.

Paychecks may also vary slightly depending on how many shifts have been worked during a pay period—because emergency dispatchers only typically work seven days a month—though compensation remains the same overall.

Results
Since implementing this schedule about seven years ago, ECOM has taken on additional agencies and increased their call volume. As demand has grown, their staff has grown.

Though the bulk of their emergency dispatch staff prefer to work 24-hour shifts, they’ve added a full-time 12-hour peak shift during busier daytime hours and plan to add an opposite 12-hour shift for additional coverage. Offering a mixture of 12’s and 24’s provides some flexibility for employees to choose their preference, providing greater satisfaction.

Additionally, 24-hour shifts allow newer employees some flexibility so they are not “stuck” on the graveyard shift forever (due to lack of seniority) if they prefer not to be.

“The biggest advantage of 24-hour shifts is living a normal life waking up with the sun and sleeping when it's dark most days, which helps so much with mental health,” Kirby said. “Working fewer days each month reduces stress and gives me more time with my kids to attend field days and to bring forgotten lunches to school. I can do yard work, take a nap, put dinner in the crockpot, and I have more time in my home than not.”

Is 24 for you?
Though several centers have had great success with their 24-hour shifts, this schedule is not necessarily the best solution for every center or every emergency dispatcher.

“Honestly it’s tough,” Earhart said. “Twenty-four hours is a long time to be wrapped up in the chaos. The team really has to be cohesive and get along well.”

The potential of working for 18 hours at a time is also intimidating to some. Sleep breaks can feel short, and there is the real possibility of being awakened or held over to cover if another emergency dispatcher has called in last minute.

“Don’t judge the schedule on paper,” Edge said. “Judge it by whether people can actually sleep. This schedule only works if the sleep period is genuinely protected, and interruptions are not a regular occurrence. Evaluate your call volume to make sure that it is the right decision for your center.”

If you’re seriously considering adopting 24-hour shifts, detailed planning is essential. Earhart advises inviting line dispatchers to drive discussions and brainstorm how to schedule everyone’s mealtimes, sleep times, and break times so you can focus on the real tasks at hand.

“Make sure staffing is adequate, and work to create good ‘partner shifts,’” Kirby said. “Your flexible people should be split up, or scheduling nightmares will ensue.”

Conclusion
Though it may seem intimidating to make the change to 24-hour shifts, many employees find it worthwhile. In fact, Kirby believes the biggest disadvantage would be moving away from the schedule, viewing any other schedule as a downgrade.

“The days of forcing people to work consistent nights in this industry should have ended long ago,” he said. “Getting rid of the day- or night-shift dynamic encourages healthier mindsets, increases morale, and improves connections with administration.”

There’s a lot to learn from centers thinking outside the box, even beyond the 24-hour shift. The confidence to reexamine routines can unlock new levels of satisfaction.