You're giving them too much credit the SO has 1 person dispatching in a space no bigger than a 6x6 room, the 911 center was designed to have 4 dispatch positions and for a few years had 3 people working in it, and they still couldn't get things correct during busy summer weekends. That was when one position was for LPD, other 2 for Fire and EMS. Recently I spoke to a dispatcher at 911 and the few talk-groups now they have there's more confusion, and you think it's easy to just change to a different talk-group and it gets better? What needed to happen was consolidation, training, and written SOP. However in the land of "this is how we have always done it this way", training and consolidation never will work. Funny thing is it was proposed long ago to move to MARCS, and the statement from EMS was they were always "BROKE" with a few million dollars of carry over a year, and growing.