Suntan12- Bad 911 operators should be eliminated immediately. I agree with you that offering more vacation time might help the operator avoid burnout and become careless.
Operators that do not show empathy are the worst 911 operators out there. There should also be frequent evaluations of these operators to make sure that they remain detailed and focused on their callers.
Most 911 operators are great, but it is the few bad ones that you have to eliminate.