I should actually be working 8h a day, but most of it is spend not working. If I’m honest I’m probably working more like 3h a day even though I enjoy my job.
I should actually be working 8h a day, but most of it is spend not working. If I’m honest I’m probably working more like 3h a day even though I enjoy my job.
I work 12 hour shifts doing 911 calltaking overnight. Call volume fluctuates wildly, as do the length of my calls. I’ve had nights where our supervisors get nervous that the phones aren’t ringing and start doing test calls to make sure everything is working right, and I’ve had nights where the phone never seems to stop. On average I probably handle in the ballpark of 100 calls a night to make it a nice round number.
In a perfect world, I could handle each of those calls in probably about 2 minutes or less if every caller is calm and cooperative, prepared to answer all of my questions, and the situation isn’t actively evolving while I’m on the phone, but that’s not always the case, I’ve had some extreme outliers I’ve been on with for over an hour, I have some that are less than a minute, and everything in between, so with no real data to back it up I’m going to say it averages to about 5 minutes a call to keep the math easy.
So about 500 minutes of actually being on the phone, or 8⅓ hours.
That actually sounds a bit high to me, I probably went a little high on both of my guestimates, but that’s probably pretty close when I figure in the other little stuff I have to do besides actually taking calls, re-listening to calls, adding additional notes once the call has ended, email, going over my QA reviews, training stuff, etc.
But except for the outliers when we get really busy, that’s mostly broken up pretty well. I usually get at least a couple minutes between calls, I get a few minutes to mess around on my cell phone, do some reading, and when things die down later at night I can even bust out my switch and game a little between calls. My agency doesn’t really care what we do between calls as long as we’re not being disruptive and can put it down when the phone rings.
It actually helped me from learning the 5 Ws in kindergarten.
Where? What? How many (“Wie viele” in German)? What? Wait.
I don’t have to make a call often, but all the more important is that I have that in the back of my head. I go through the first four points and then I shut up to for further questions, instructions or just a “okay, got that, sending someone”.
I think that is something that everybody should learn early everywhere. Everyone can only benefit from people making short, focused emergency calls.
I really like “wait” being part of that. A whole lot of callers will just go on forever if you let them, they talk in circles, try to tell you their entire life story, repeat themselves, and ramble on about a bunch of irrelevant stuff that I’m not going to do anything with and isn’t going into my notes. There’s exceptions of course, but very often I’m boiling everything down to about 5 or less short bullet-point-like notes, not even full sentences. We’re not taking a report, that’s the cops’ job, we’re just telling them where to go, a brief description of what’s going on, and any important hazards or strange situations that are going on they need to be on the lookout for.