Roswell struggles with 911 dispatcher shortage, seeks $269K for temporary staffing
Roswell officials are addressing a 911 dispatcher shortage by seeking a $269,000 contract extension for temporary staffing while continuing efforts to hire and train permanent employees.
ROSWELL, N.M. —
The Pecos Valley Regional Communications Center in Roswell is facing a staffing shortage with six open dispatcher positions, prompting the city to seek temporary solutions while working to hire permanent employees.
The center dispatches police, fire, and other emergency services across Chaves County, but the shortage has left dispatchers working overtime to fill the gaps.
“Generally, when people are calling 911, it’s because they’re having a bad day, something terrible is going on,” said Alison Herring, Dispatch Director. “So getting people that can handle that stress and understand is a lot.”
“We still are not fully staffed where we want to be,” Herring said.
In 2025, the center handled over 129,000 phone calls, including more than 34,000 911 calls. With upcoming events like Fourth of July festivities, the UFO Festival, and next month’s air races, the need to fill these positions is critical.
“Our staff stays pretty busy,” Herring said.
Since 2024, the city has used getRESQ911, a temporary dispatch staffing service, to help manage the workload. The center previously had five contract dispatchers but now has three.
“They’re just like a normal dispatcher,” Herring said. “They are on shift. They work nights, days, weekends, holidays. They take on call shifts just like our normal people. They’re certified in everything that we are.”
The city is seeking another six-month contract with the service to provide immediate staffing support while the center works to hire and train permanent employees. It would cost more than $269,000.
“They are getting tired. It is a lot working quite a few hours, but I feel like our team is pretty strong, and they do try to look out for each other,” Herring said.
The center is waiting for the city’s 30-day sole-source process to be completed. If approved, the contract extension will take effect immediately and end in January.
