Understaffed and overworked 10 111 call centre operators sometimes miss calls for help
24 July 2017
Today, the DA visited the 10111 call centre headquarters in Midrand to learn more about the employment conditions of call centre operators who are the first point of contact for South Africans who need emergency assistance.
If 10 111 does not work then people will not get the emergency assistance they need, and the South African Police Services (SAPS) will have failed in its crucial mandate of keeping our people safe.
Operators say they earn as little as R100 000 per year and are severely overworked because of understaffing. This means that some emergency calls are missed because some workers work between 10 to 12 hour shifts. This is not conducive to optimal performance in an emotionally taxing environment dealing with life and death situations.
Disputes with regard to payment and working conditions date as far back as 2013 and successive Police Ministers and National Police Commissioners have not managed to find a workable solution to the problem.