The union representing New Zealand’s professional firefighters is demanding urgent action and an independent inquiry into what it describes as a growing crisis inside Fire and Emergency New Zealand’s communications centres.
New Zealand Professional Firefighters Union National Secretary Wattie Watson says staffing shortages have reached a critical point, with concerns that public safety is being placed at risk as emergency call centres struggle to maintain adequate staffing levels.
The latest alarm centres on reports that Wellington’s communications centre was operating without any dedicated call takers at one point overnight, forcing already stretched staff in other parts of the country to absorb emergency calls.
Watson says the situation raises serious questions about the resilience of New Zealand’s emergency response system and whether enough is being done to address chronic staffing shortages.
Communications centres are the first point of contact for people dialling 111 during emergencies. Call takers gather critical information, assess the nature of incidents and dispatch resources to emergencies ranging from house fires and vehicle crashes to medical incidents and natural disasters.
The union says when staffing levels fall too low, pressure intensifies across the entire emergency response chain.
Watson argues that shortages can lead to increased workloads, heightened stress on staff and potential delays in processing emergency calls during peak demand periods.
He says firefighters on the frontline rely on communications staff to provide accurate and timely information, making the communications network a critical part of the emergency response system.
The union is questioning whether Fire and Emergency New Zealand has been sufficiently transparent with the public about the extent of staffing challenges and the potential risks associated with them.
Watson says frontline staff have been raising concerns for some time and believes the issue can no longer be dismissed as a temporary staffing problem.
He says New Zealanders expect that when they dial 111 someone will answer immediately and help will be dispatched without delay.
The union is now calling for an independent inquiry into staffing levels, workforce planning, management decisions and the broader culture surrounding communications centre operations.
Among the issues Watson wants examined are recruitment and retention challenges, workplace pressures, staffing forecasts and whether senior leadership acted quickly enough when concerns were first raised.
The inquiry would also examine whether adequate contingency plans are in place when communications centres become critically understaffed.
The union says accountability must extend beyond operational staff and include decisions made at leadership and governance levels.
Watson believes the public deserves confidence that emergency communications systems are properly resourced and capable of responding when people need help most.
The dispute comes at a time when emergency services are facing increasing demand from population growth, severe weather events and more frequent large-scale emergencies.
For firefighters and emergency personnel on the frontline, the concern is straightforward.
Every second counts during an emergency.
The union says the question now facing Fire and Emergency New Zealand is simple: how bad does the situation have to become before meaningful action is taken?
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