Long-term culture changes occur when People Driven Leaders commit to new standards of excellence not just once, but every day. When I ask a manager what they see as their center’s biggest challenge—the one thing that, if it were to change, would make the biggest difference on the center’s day-to-day operations—I often hear, “The culture.…
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When leaders know how to effectively manage transition, the challenge posed by change lessens, unleashing opportunity. If there’s one thing that’s constant in the 9-1-1 industry, it’s change. The technology we use is changing faster than ever, and as you work to improve your center, you’ve probably noticed other changes as well: new communication habits,…
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High-performing centers don’t just hope employees will act with integrity — they make the effort to continually reinforce it through training and example. Many people tend to think of integrity only in the context of legal and illegal activity. Running an NCIC wanted persons check on your date outside the course of duty is illegal,…
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By replacing unhelpful communication habits, we become better coworkers, better leaders and establish a solid foundation for our very own People Driven Center. For being in “communications,” we sure don’t communicate with each other very well. In the journey to adulthood, we tend to pick up bad communication habits. Maybe our parents modeled less-than-stellar methods…
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Trust may seem like a trivial detail amid all the positive changes you have in mind, but here’s why it’s no small matter. As children, we implicitly trust everyone. Not knowing danger, our natural disposition is to trust that people will meet our expectations. We trust they won’t let us down. Of course, the more…
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A vision is a clear roadmap that outlines where the center is headed, and gives employees an opportunity to feel connected and invested in their destination. There are two stonemasons building a wall. You walk up to the first stonemason and ask, “Do you like your job?” He looks up at you and replies, “I’ve…
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Clear communication and bold leadership are two indicators your PSAP is on its way to becoming a People Driven Center. Over the last several articles, I’ve shared what People Driven Leaders do that sets them apart. We know they look for ways to show they care about their employees, and that they rely on emotional…
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If you aren’t intentionally creating a positive place to work, you are unintentionally creating the opposite. Everywhere you turn, there’s another article or study or webinar about staffing challenges in 9-1-1. The stress of the job is often cited as the primary reason why people leave; but when we look deeper, it’s clear there’s more…
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Though we may not use the phrase, our industry knows People Driven Leadership is the key to comm center success. Have you ever come across the phrase “People Driven Leadership” at your comm center? Have you ever read a job description for a position in our industry that explicitly stated candidates must be People Driven…
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Having a team that supports your efforts as a People Driven Leader is key to making lasting improvements to your comm center’s culture. So far, we’ve discussed several signs of a People Driven Leader and explored a few of the ways People Driven Leaders improve their comm centers when other leaders can’t. Making positive changes…
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