General Dynamics - Pathfinder Ad

9-1-1 Magazine: Managing Emergency Communications

Priority Dispatch

Navigator 2018

9-1-1MAGAZINE.com
TOPIC SPONSORS

 

Alastar

NG9-1-1

Stratus Technologies

CAD, NG911 & Records Management

VPI

Recording Systems

Adcomm

Facilities Planning and Design

First Contact 911

Training Trends & Tactics

Willdan

Interoperability

 

Holland Co     
Mobile Command Vehicles

 

 

It's NOT Your Mother's 9-1-1

Author: Sue Pivetta

Date: 2012-06-07
Share |

9-1-1 has come a long way baby.  20 years ago there was no such thing as a 'Training Manager,' simulators, certification, or dispatch academy.  Still - retention remains a persistent challenge for our directors, managers, supervisors, trainers, telecommunicators. 

What is missing?  What is needed?  A Police Chief told me about his 'core group' (solid for 10-20 years) and - the revolving door group (hired in the last 3 years). What's up? 

Hiring the wrong people? Gen X people aren't dedicated? Training not effective?  Workplace negativity?  Shiftwork? Liability fears?  Multi-tasking? No common sense? Not what they expected? 

If the 10-20 employees thrived, we can assume - back then - that we hired the right people, had great training, negativity was rare, shiftwork was easier, we didn't fear liability, were all great at muti-tasking, we had more common sense, we knew what we were getting into.  Really?  Not so much!

 

New generation, New ideas?

The days of love it or leave it are gone.  “Leave it” is not a direction 9-1-1 Communications Centers can't afford.  Still, some agencies have improved retention with some previously 'out there' ideas: 

  • job share
  • part time positions
  • child care assistance
  • creative and user-friendly scheduling
  • dispatch reserve programs
  • lateral incentive hiring bonuses
  • floor-ready training academy
  • regional 9-1-1 college or academy pre-employment training
  • peer mediation teams    

Keeping status quo when facing high turnover is like the drunk who searched for his keys – he is looking not where he lost them but under the street lamp where the light is good. The suggestions here don't dismiss the value of what has worked or is working. Still. long term employees have grown up gradually in a profession that has become increasingly complex and demanding.  New hires face that complexity and demand full force.  Call them Gen X if you want, but they expect trainers who want to train, an atmosphere that welcomes them, and the ability to learn in a safe environment. 

Of course there are people in every profession who find out it's not for them - or you find out they aren't for you.  That happens in every profession.  The reality is, there are people willing to work in this amazing profession and they may be 'different' than those that became employed years ago.  Some old guard didn't make it through the transition to technology either, those that did adapted. It's a new generation.  9-1-1 systems and applicants alike comprise a new generation of technology and people who have different values and needs.  With each new generation there are new thoughts and new ways of being - and adapting- that must happen.  9-1-1 leaders must make that transition into creative thinking and programs, experimenting and adapting to Gen X.  After all, it really isn’t your mother's 9-1-1 anymore.   

Sue Pivetta is president of Professional Pride, Inc.  She has worked in emergency communications since 1989 as a college instructor, consultant, workshop leader and author.   She teaches adult learning through her book and workshop The Exceptional Trainer.  Contact Sue through her website www.911trainer.com or email support@911Trainer.com.to receive monthly special offers or to join the Professional Pride e-mail group.

 

 

Comments

Show: Newest | Oldest

Post a Comment

Log in or sign up to comment

 
9-1-1 Magazine is a Sponsor of the California Mobile Command Center Rally

Send mail to webmaster@9-1-1magazine.com with questions or comments about this portal.

© 2010-2017 9-1-1 MAGAZINE and 9-1-1MAGAZINE.com. The content of this portal is the property of 9-1-1 MAGAZINE and 9-1-1MAGAZINE.com.  We encourage government public-safety agencies to share any content with their staff, however, all others must not duplicate or modify any content without prior written consent of 9-1-1 MAGAZINE. Email publisher@9-1-1magazine.com for permissions. For more information, read the Terms of Service. Continued access of this portal and system implies consent to the above statements and those maintained on the Terms of Service.

Powered by Solata

MCM Consulting Yellow Submarine Marketing

 Team Rennick

Holland Co