If you’re struggling to get the right people in the seats (and keep them there), your hiring process could be to blame. More and more directors are bemoaning the fact they can’t seem to get the right people in the seats. Low staffing and high turnover drag down even formerly successful centers, and leadership teams…
Accountability is the key to changing your center’s weaknesses into its strengths. In the 1960s, behavioral psychologist John Stacey Adams made an interesting statement about fairness in the workplace. He theorized that when employees perceive inequity, they will seek to reduce it in one of two main ways: by directly altering inputs (what the employee…
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,…
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,…
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…
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…
