Wednesday marks another day of high-profile labour disputes in B.C. as 911 call takers begin to vote on whether to strike.
The Emergency Communications Professionals of BC (CUPE 8911) says chronic staffing shortages, high call volumes, and the intensity of work have pushed members to a breaking point.
According to union, the job can be stressful under the best conditions, with members answering over 2 million calls per year.
While the union has spoken out about unsustainable working conditions, it says the employer, E-Comm 911, has advised it could implement mandatory overtime during the FIFA World Cup in Vancouver.
Elizabeth Bowker, a lecturer at UBC’s Sauder School of Business, says people in emergency communications professions have a calling to help others, but being overworked is unsustainable.
“I was a single parent myself, and if you’re a single parent, you can’t just not go get your children,” said Bowker.
“But if that’s the culture around you and other people are calling on family and their spouse, and they’re doing that extra four hours all the time, it can create a real conflict in the workforce.”
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She says call takers can’t do their jobs effectively if they don’t feel valued by the employer.
“This is why we see a high attrition rate in these really high-pressure, caring environments, because it is so difficult to say, ‘no, I’m not helping these people in need,’ when that’s what you’re called to do, that’s what you’re hired to do, and it’s what you’re driven to do,” Bowker said.
Bowker says the workers often feel burnt out when dealing with emotionally charged situations.
“And it’s demoralizing when your employer is not looking after you.”
That’s a feeling, she says, the employer can’t afford.
“They need to come in ready to go, ready to help, ready to do the very hard things that they do every day.”
E-Comm 911 tells 1130 News Radio it respects the union’s right to conduct a strike vote, but remains optimistic a fair deal can be reached.
The company says it will work with the BC Labour Relations Board to ensure critical 911 services remain uninterrupted in the event of any planned job action.
E-Comm adds that it will continue to explore options, including mediation, to reach a deal.
—With files from Charles Brockman