Case Study: Chester County Department of Emergency Services achieves a 5% turnover rate and lowers training costs with Wonderlic Hay Aptitude Test Battery

Chester County Department of Emergency Services - Customer Case Study

Chester County Department of Emergency Services in West Chester, PA, fields about 850 calls a day with 72 operators and 14 on duty at a time. The high-stress, detail-intensive nature of 9-1-1 work led to costly turnover and skepticism from trainers, making it difficult and expensive to staff and retain qualified telecommunicators.

Deputy Director John Haynes implemented the Wonderlic Hay Aptitude Test Battery to identify candidates able to multitask accurately under pressure. As a result, the county now hires fewer but better-matched recruits (sending 3–4 to training instead of 8–10), cut turnover to 5% versus a 17% national average, reduced training costs, and increased trainer confidence—improving service quality and public safety.

Chester County Department of Emergency Services

John Haynes

Deputy Director