In the high-stakes environment of emergency response, the efficiency of 911 dispatch desks (control consoles) is crucial. Optimizing these workstations for maximum efficiency can significantly enhance the performance of 911 dispatchers, ensuring they can respond swiftly and effectively to emergencies. This article will explore various strategies to achieve this, focusing on ergonomic design, layout and organization, tech integrations, and regular maintenance and training. By implementing these best practices, dispatch centers can create a more productive and comfortable workspace for their operators.

Ergonomic design in 911 dispatch desks

Height adjustability dispatch desk: Sit-stand furniture is designed to allow a worker to easily convert their workstation from a sitting desk to a standing desk. But remember that standing also presents its own challenges. While working standing, your weight is now distributed over your feet and knees, and gravity is working against blood circulation in your legs. Consider using an anti-fatigue mat and limit the amount of time you stand. Another great benefit of using a height adjustable dispatch desk is that control consoles like these will accommodate a wide variety of worker heights. In other words, a single workstation can be used by different employees with very different heights.
Worksurface shapes: For most applications, dispatch desks with a linear configuration are a suitable choice. Also, these consoles can be integrated into your control room to maximize the available floor space thanks to their small footprint. But when operators require more monitors and even more equipment, a control console with a cockpit configuration can be a great alternative. Specially with the added storage space and the expanded workstation. For centers with multiple sets of peripherals, cockpit consoles can range from 90 degrees configurations all the way to 120 degrees. The type of operations and the equipment needed, as well as operator’s preferences will help you determine which shape is right for your worksurface. Below you can find the linear and cockpit configurations of dispatcher desks.
Floor layouts: To optimize the layout of your control room you must consider the functions of the people working there. Are they supposed to work each on their own? Should operators collaborate with one another? If so, should they be able to see each other all the time? How many people are going to be working there at any given moment? Also, consider the traffic of people going in and out of the room. Are the supervisors working in the same room or do they have their dedicated space? Check out this guide on How To Create An Efficient Control Room Floor Layout.

Comfortable seating: While a control console supports the weight of all the equipment used in 911 dispatch, a good ergonomic chair supports the most important piece of the puzzle… You! The chair must support and promote good posture for your entire body. It should allow you to make the following adjustments:
Seat height
Seat depth
Backrest/Lumbar Support Height
Backrest Angle
Armrests
Ergonomic chair
Personal environmental system: It is difficult to ever agree on what the right temperature should be at the control room. Whether it is too cold or too warm, state-of-the-art control consoles allow operators to make subtle adjustments to the temperature of the workstation. To make sure telecommunicators are comfortable working in the dispatch center, our consoles can integrate heaters and cooling fans to regulate the temperature. If operators are not comfortable, their focus and productivity will hinder.
Layout and organization of the 911 dispatch desks
Monitor setup: Usually, a monitor is placed so that the top edge is at eye-level. But in the context of a control room, a 911 dispatcher often needs more monitors. To optimize the desk setup of dispatchers (and other console operators), it is recommended that monitors are placed at eye-level. If using more than one row, the midpoint of the array should be located at eye level.
Tools storage and accessibility: A proper workstation includes a desk that has room for your computer components and other necessary work items. Place frequently used items on the desktop within easy reach, the least used items should be placed away from you. While items rarely used can be placed on a slatwall or stored underneath the worksurface in one of the enclosures. If you find yourself reaching for the telephone, for a reference binder, notepad, (etc.) bring it closer to you.
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Personal storage:Â To avoid cluttered worksurfaces, modern control consoles incorporate storage enclosures. Both linear and cockpit configurations feature storage solutions which can be used for the operator's personal belongings or to store work-related documents and equipment. At Sustema, we can customize the CPU enclosures to become storage areas that are easily accessible with sliding doors.
Slat Wall organization:Â A slat wall provides the operators with a clutter-free workspace that has every tool they need to carry out their job. The furniture takes on the role of organizing the tools for the operator. By having their communications tools, their writing utensils, the monitors, task lamps, status lamps and even their laptops resting on the slat wall frees up their workspace so that they can place temporary items, or simply to have some peace of mind.

Tech integrations on 911 dispatch desk
Cable management solutions: Another way to optimize a workstation is through cable management. By using cable chains, electrical raceways, grommet holes, power bars, and the substructure of a console, operators don’t have to worry about juggling the dozens of cables connecting the CPU enclosures and the worksurfaces. Delve into the different options of cable management for 911 dispatch desks.

Monument outlet for power and data access: The inconvenience of having the CPU stored underneath the worksurface is that access to those devices is not easy. Therefore, the quick access monuments ports for power and data can help improve cable management at a console level.

In the case of height adjustable consoles, keypads can be integrated into the worksurface itself. Or they can be anchored underneath it. Also, to ensure safety and to avoid damaging the equipment, 911 dispatch desks can include an anti-collision sensor that stops the console’s movement in case an object is detected.
Lighting and acoustics
Task lights for 911 dispatch desks: Task lights are designed for 24/7 operations and therefore are manufactured using durable materials, they also offer excellent lighting thanks to extremely high lumen output, and most importantly they can be adjusted both in position and in intensity, to illuminate as much as the operator requires. They usually don't take up much, or any, additional space on your desk since they are designed to integrate into the existing infrastructure of the control console, and they follow rigorous ergonomic guidelines. Take a look at the best task lights for dispatch centers.

Acoustic panels for control consoles: Whether you are looking to increase privacy inside the control center, or you are looking to diminish the sound around the consoles, these can support acoustic panels. They help by reducing distractions and dampening the sound throughout the room.
Ambient lighting: Another key aspect of optimizing a 911 dispatch center is the ambient lighting. The consequences of bad lighting within control rooms include headaches and eye strain which impairs telecommunicators’ ability to carry out their jobs efficiently.
Regular maintenance and training for 911 dispatchers
Regular maintenance checkups are essential to keep the equipment in top condition, preventing unexpected failures during critical moments. Removing unused equipment helps declutter the workspace, allowing dispatchers to focus on their tasks without unnecessary distractions. Replacing broken equipment promptly ensures that all tools are functional and reliable. It's also important to contact the manufacturer for any technical issues that arise, ensuring expert assistance and proper handling. Offering continuous training to dispatchers keeps them updated on the latest technologies and best practices. Also, facilitating access to support documentation and troubleshooting videos empowers dispatchers to resolve minor issues quickly, maintaining smooth operations.
We can help you optimize your 911 dispatch center
In other words, optimizing your 911 dispatch desk involves a comprehensive approach that includes ergonomic design, thoughtful layout and organization, advanced tech integrations, and consistent maintenance and training. By prioritizing these elements, dispatch centers can ensure their operators work in an environment that supports their physical well-being and operational efficiency. This not only enhances the dispatchers' ability to perform their duties but also contributes to the overall effectiveness of emergency response services, ultimately saving lives and improving community safety.
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