So, you’ve just been – or are about to be – promoted. Congrats! Getting a promotion in your comm center is a keystone moment, signifying that decision makers see and acknowledge your growth and worth in the center.

During my 911 career, I was thrilled when I was able to climb the proverbial ladder. I generally felt prepared and ready to take on new challenges – but without fail, every time I was promoted, a series of unexpected hazards arose, none of which I had considered ahead of time, and ALL of which proved especially challenging when they surfaced.

If only I’d had an old guy, settling into post-retirement, surrounded by cats, who could have shared, say, 5 useful tips for navigating the unexpected hazards of a new promotion.

Voila!

I present to you now, without further delay (while surrounded by cats):

5 Useful Tips for Navigating the Unexpected Hazards of Your New Promotion

The Friend Conundrum

Suddenly becoming the boss of a group of people you knock back beers with on the regular can be tricky. Let people know that, while at work, you must be the same person for everyone – and then aspire to live up to this standard, every single day. Consistency is key here, and it won’t be easy (it will be especially difficult for coworkers who know you for your unvarnished opinions and love for Coors Light). Success here is a step-by-step process. Focus forward and dedicate yourself to the role. Set boundaries while at work, and let your people know your expectations.

The Non-Expert Enigma

The expectation that you are required to know everything the day you are promoted is erroneous, and it trips up many a new supervisor/trainer/manager. While sharing vulnerability is difficult for any dispatcher, it’s particularly difficult when you are newly in charge. Faking that you know every answer is the worst path you can take. Lean into your crew when you don’t know the answer, admit what you don’t know, and pledge to find the answer with them. Shared vulnerability builds teams – don’t be afraid to openly commit to learning while on the job.

The Discipline Paradox

The most difficult part of a new promotion is often the first disciplinary conversation with someone you used to work alongside. There is usually no real preparation for this, and the onslaught of nervous dread that preempts it can be enough to send you to the restroom for the remainder of the shift. Breathe. Speak AND listen. Take your time, walk the employee through the issue at hand and allow for feedback as the conversation goes along. Stick to facts, get to the point and be clear about next steps. Keep criticism and/or coaching constructive. It isn’t personal, so do your best to park your emotions. There isn’t a magic button that makes this process instantly easy – but you’re likely already a great communicator. Focus on the basics to keep the conversation objective, manageable and constructive.

The Work Identity Perplexity

We all define ourselves by who we feel we are in the comm center. We do this subtly but very assuredly. That definition, tightly held and adhered to, serves to ground us and provide a sense of normalcy. It’s quiet comfort. A new title and new duties instantly throw us into a state of cognitive dissonance, and the accompanying rush of discombobulation can create intense feelings, like being an unmoored boat without a dock. There’s confusion, doubt and not a small amount of “buyer’s remorse.” Know that ANY sudden change to your deeply held work identity results in shock to the system. It’s 100% normal — though it feels like anything but. Give yourself time for a redefinition to take hold. Trust that your comfortable feeling of normalcy will return. Give it time. You’ll find your dock.

The New Peer Puzzlement

If being responsible for the actions of others accompanies your promotion in any form, welcome to management. You know management – that group of black hats who you’ve long considered “they,” “them,” or “those dopes.” They are now your peers at work. Learn from them and see them for who they TRULY are. For most of us, promoting to management comes with the revelation that these people really do care. Crossing the divide and joining their ranks can be your opportunity to share that with others and to become the person you needed when you were in your previous position. Being responsible for others is a privilege. Dare yourself to always see it that way.

Make no mistake – the day of your promotion is a day to celebrate. You’ve worked hard to get here, and you’ve earned this step up.

Yes, there will be obstacles, but remember this:

You’ve already survived telecommunicator training and become successful in one of the most difficult jobs you could have imagined. Remember when you thought that was impossible?

You work in 911. You can do anything.

About Kris Inman:

Kris Inman is the Director of Program Development for The Healthy Dispatcher. A 29-year veteran of 9-1-1, Kris retired in July 2023 as Director of Springfield Greene County 9-1-1 in Springfield, MO. An awarded speaker and instructor, Kris has delivered standout educational sessions, keynotes, motivational talks and yoga instruction to dispatchers across the country. He is also a long-time college adjunct instructor, teaching courses in communication and public safety leadership. Kris holds a Master of Arts in Communication and a Bachelor of Science in Electronic Media from Missouri State University. He is also a registered yoga instructor.