Balancing Independence & Dependence

Working in an emergency communications center means working within a para-military structure. Like military personnel, police telecommunications operators follow written policies and procedures, operate within an established chain-of-command and are evaluated by a standard report. Liability issues consistently create updates on how personnel should handle their responsibilities. Everyone from the Director down to the new trainee follows out-lined rules. We all are dependents in this environment.

On the other hand, the calls and radio traffic we handle consist of many different scenarios. No two calls are the same. We must adjust, adapt and make decisions quickly. This creates independence within the dependent environment. Although many communications operators balance successfully under these circumstances, many lean too heavily on one side or the other. Assisting in re-creating the balance for these operators rests with the employees, trainers and supervisors.

She's so Bossy

We all know him or her. She's the operator who always does things her way. Creating dominance within her space, she clearly defines her "territory". This includes the physical area around her as well as her space on the phone or the radio. A lot of time an overly-independent operator has been working in this job for ages. She can usually tell you, and often does, about how it used to be. She could also be new; someone who is naturally dominant. Either way, it can create problems.

Asking for Help

Asking for help, getting advice or validating a decision, however you put it, utilizing the resources around you is necessary to doing a good job. Co-workers, supervisors and professionals in the field all can offer a balanced way of handling any situation. Listening to those around you and weighing their advice can help open your eyes to new and better ways of doing things. Nobody expects you to carry the weight of the world on your shoulders. Police telecommunications work is a partnership and you don't have to make every decision on your own. If a situation is getting beyond your control (often this reveals itself in that uncomfortable, fight-or-flight feeling you get like you're teetering on the edge of a deep ravine), speak up. Let your supervisor know you need someone to help handle the phone or to do the record checks the officers are asking for. You're not showing weakness. You are ensuring the safety of everyone involved.

Doing things your Way All the Time

Communications operators thrive on routine. We learn how to handle situations mechanically. "725J, traffic stop, copy. Running the plate." "835L, you have a combative prisoner. I'll notify the jail." This consistency is both comforting and keeps things uniform. The problem arises when you aren't willing to be flexible and adjust to changes. Replying to a new rule with "We've always done it that way," indicates both naivety (has it really been done that way since the beginning of the agency?) and stagnancy (emergency communications is a constantly changing operation). One way to keep from succumbing to this attitude is to keep current on policies and procedures. Make it a habit to read through your agency's SOP each year and actually read the memos and up-dates handed out. Knowing what is expected of you and what changes were necessary to assist the agency's purpose can assist you with being flexible and make doing things your way and doing things the right way concur. Trainers can help with this by reinforcing the reasons behind policies and procedures, explaining liability and nurturing an environment of cooperation.

She so Passive