Calculate Retention and Turnover

The RETAINS 2018 Supplemental study identified a retention rate of 71% That means that on average, centers retained 71% of their staff in the previous year and experienced 29% turnover. In 2009, the retention rate for public safety communications was 81%, with a turnover rate of 19%. Given these figures, it appears that retention has grown as a problem since the previous study.

The Bureau of Labor Statistics (BLS) reports the 2016 national yearly turnover rate of 41.8%. Turnover in government work is comparatively low, at 18.3%.

Given the considerable time and expense needed to train calltakers and dispatchers and the importance of maintaining center staffing levels, communications centers may need to set and keep a very high standard for retention rates and thus make a concerted and continuing effort to retain staff.

Calculating turnover and retention:

Turnover Rate = Total number of staff that left that year ÷ Total number of employees

Retention Rate (expressed as a percentage) = [1 - Turnover Rate] × 100