A new paid leave program introduced for City of Denver workers, known as the Care Bank, has created some unexpected challenges, particularly at the city’s 911 call center.
While the program offers more generous benefits for city employees, it has led to a significant increase in leave usage, causing staffing issues and delays in answering emergency calls. Here’s a closer look at how this program is affecting Denver’s emergency response services.
What is the Care Bank Program?
The Care Bank program, which was launched following the passage of Proposition 118 in 2020, allows Denver city employees to take paid leave for various reasons, such as personal health issues, caring for family members, pregnancy, or dealing with domestic violence.
Unlike the state’s paid family medical leave program (FAMLI), the Care Bank offers more generous benefits, including 100% salary while on leave, with no cap on the number of leave days and no contributions required from employees. Employees can also take this leave without using their sick or vacation time.
The 911 Call Center’s Struggles
While the Care Bank program has been beneficial for many city workers, it has had unintended consequences for the 911 call center in Denver. According to Andrew Dameron, the director of the center, the number of employees taking long-term leave has increased by 334% in 2024, the first year of the program.
This spike in leave usage has caused a strain on the operation, as the city has to rely on overtime to fill in the gaps left by absent employees.
The consequences of this increase in leave time are becoming more apparent. National standards for 911 call centers require that 90% of calls be answered within 15 seconds and 95% within 20 seconds.
However, in 2025, over 24,000 calls have taken more than a minute to answer, and approximately 8,000 calls have experienced wait times of over two minutes.
Balancing Employee Benefits and Operational Demands
While the Care Bank provides essential benefits to workers, especially those dealing with health issues, it has also revealed a tension between offering generous benefits and maintaining service standards.
Dameron acknowledges that while the program is beneficial, it comes with challenges that need to be managed, especially for emergency services where prompt response times are critical.
Despite these challenges, the program has improved employee morale and reduced turnover at the 911 call center, making it one of the best-staffed times in years.
However, the cost of overtime and the impact on call answering times are putting pressure on Denver’s budget, especially with a projected $50 million shortfall in 2025.
The Unintended Consequences of Generous Leave
While the Care Bank program was designed to provide more flexibility and support for city employees, it has shown that such benefits can come with unforeseen impacts. The increase in long-term leave is just one example of how the program is affecting not just the 911 call center, but other city services as well.
Nonetheless, employees who have used the Care Bank program speak highly of it, with one worker describing it as a “lifesaver” during a serious health condition.
Heather Britton, the director of benefits and wellness at Denver’s Office of Human Resources, explained that while the increase in leave usage is noticeable, it’s also a sign that employees are taking advantage of long-overdue benefits.
She believes the program is beneficial overall, even if it has led to some operational hurdles.
Moving Forward: A Balancing Act
As Denver continues to adjust to the effects of the Care Bank program, finding a balance between employee benefits and service delivery will be essential. The city will need to manage the growing demand for leave while ensuring that critical services, like 911 call centers, continue to meet national standards for response times.
The ongoing challenge will be balancing these two priorities without sacrificing the well-being of city workers or the quality of service provided to the public.
The Care Bank program in Denver offers valuable support for employees in need, but it has created challenges for emergency services, particularly the 911 call center.
As the city works to address these unintended consequences, it will need to find ways to ensure that employees benefit from the program while maintaining efficient public services.
Despite the challenges, the program is still a step forward in supporting the well-being of city workers, and with adjustments, it can continue to thrive without compromising essential services.