Although much of the country is still blanketed with snow, the first signs of spring are emerging. Here in the Pacific Northwest, daffodils and crocuses contrast the emerald grass with creamy yellows and brilliant amethyst. The days are getting warmer and often the evening air is rich with bar-b-que smoke. Windows and doors long closed against the cold are being thrown open. Springtime brings a sense of renewal and cleansing. This can be done in the emergency communications center as well.
Like houses closed up too long, emergency communications centers can become stagnant. Springtime can be a great time to reevaluate the people and paperwork that keep the agency running. As an employee, supervisor or volunteer, you can make a difference by helping spring clean your bureau.
Make a List of Needs
Before cleansing, you must look at what your agency and your people need. Often, needs are only noticed through the grapevine as operators muse about them on the floor. I don't know how many times I heard, Don't you wish they would just... or What I'd like to change is... or If I were supervisor, I'd... All these comments floated in the air not really going anywhere and certainly not accomplishing anything. As Mahatma Gandhi remarked,
"Be the change you want to see in the world."
Everyone, at any agency can assist in making their center a better place to work. Begin by making a list of needs. Remember it is just a list, so think big. Don't allow yourself to be dragged down into negative thoughts such as, "Nothing ever changes around here."
People and Paper
Needs can be broken down into two categories: people and paper. Being a government agency, everything must follow guidelines designed to reduce liability and increase service to the public. Often it seems less daunting to address people needs than those involving paper. But it can be done and by breaking it down into manageable pieces, starting with identifying the need, positive changes can be made.
Paper
Three of the most common needs that can be spring cleaned are: policies and procedures, training and evaluations. When I went through 9-1-1, and then radio training, I was required to read our agency's standard operating procedures (SOP). Some of it was interesting and some not so interesting. Once completed, I would up-date my manual as I was handed changes throughout the year. But I have to admit, I hardly ever read them before sticking them in their place in my binder. Like obsolete laws still on the books, (did you know you cannot enter Phoenix city limits wearing shorts?), stale policies and procedures can exist. Make it a goal to read through your agency's SOP and identify old ones. This may not apply to your agency at all. Many have recently up-dated SOPs and software replaced the binders. Your bureau may not need any changes, or you may need to pull them out of a dusty corner. Either way, refresh your familiarity with the rules.
Training procedures are another area that often benefit from up-dating. Use this time of year to list current and potential trainers and create a list of training resources, such as workshops offered by your department and other emergency organizations, such as APCO and NENA.
Evaluation forms can also be re-evaluated. Make sure strengths, as well as, weaknesses are outlined. Leave spots for employee comments and encourage responses. Have a place for future goals that can be identified between the employee and their supervisor. This will encourage communication about what each person projects for the future and helps everyone grow.
People
Spring cleaning people issues may not require the red tape approval paper updates do, but they are extremely important. Focusing on people needs can breach the negative atmosphere so often found in emergency communications centers. People need to feel a part of the agency. Personal needs must be met and each individual needs to feel they are important as people, not just employees. During a particularly rough time for my department when we had too much overtime due to being massively understaffed, we were ordered to work overtime on one of our days off and be on stand-by (which almost guaranteed overtime) the other day. This went on for quite some time. Taking 9-1-1 calls for my 11th day straight, I overheard one supervisor say, "If they don't like it, they can quit. We'll hire someone else." After all I had been taught about the unique talents of emergency communications operators and the specialized training, I was hearing I was expendable and easily replaced. I certainly didn't feel good about myself or my job. Nurturing people can improve emergency communications centers on so many levels.
Group Dynamics
Regardless of the size of your center, all operators work in a team atmosphere. Unfortunately, you might not really know a thing about the person who is integral in assisting you in working a crisis situation. One of my progressive supervisors did something I had never seen before. She called together all her employees and we spent an hour just getting to know each other. Although I had sat beside one lady for six months, I had no idea she used to be the radio personality on a local radio station. This session helped me humanize each individual. The next time I felt frustrated by something one of my co-workers did, it was easier for me to just let the incident go. Each of us became a person and not just a number. As Sue Pivetta aptly states in her book, Winging It! Comm Center Supervisor Q&A, "By design we are all different so the world can run right and we don't bore each other to death." Getting to know others made me more patient and tolerant.
Encourage Self-Empowerment
One of the biggest complaints I heard on the floor was individual input was not encouraged or valued. Even if that was true in the past, springtime is the perfect season to begin a new way. Pivetta encourages operators to get away from using history as a guide. As an employee, utilize your department's in-put options. If there is a suggestion box, use it. If not, turn in a memo to your supervisor. As a supervisor, encourage your employees' in-put. Try to meet regularly to discuss how things are going and if anything could be adjusted to make the atmosphere more positive. Take classes to improve your mind and body. Many departments offer stress management or leadership classes paid for by the department. Ask for a group subscription to trade publications such as APCO, NENA and 9-1-1 Magazine. Personal self-directed learning can increase morale substantially.
With the birds coming back and cherry blossoms springing out of barren-looking limbs, a change of season is upon us. Use this time to spring clean your emergency communications center. Evaluate and update SOPs and other administrative paperwork. Nurture and encourage yourself and the people around you. By doing little things, you'll find your center a breath of fresh air.
