Five Veteran Telecommunications Operator Mistakes to Avoid

In January, I wrote about the five rookie telecommunications operator mistakes to avoid. Those mistakes that, when you are new, can make your job less efficient and less fun. Although it’s important to start out on the right track, often as time goes by, we find ourselves set in our ways. Veteran 9-1-1 operators/dispatchers are just as likely to need reminders of what mistakes they can avoid if they want to finish out their careers happily and healthily.

Losing sight of the fact your job is to help people

Just like the rookie operator, it is important for veterans to remember why he or she is there in the first place. Most of us began our jobs wanting to help people, including citizens. As time goes by, and call after call stacks up, we have a tendency to get disgruntled. We lose patience with people who don’t know where they are or those chronic callers with situations we don’t feel are “true” emergencies. While rookie operators tend to be excited about each new event, veterans have a, “Been there. Done that,” type of attitude. This may be true but for the most part those people on the line or those fresh new men and women in blue have not experienced this situation before and deserve our patience and professionalism. Try putting on your headset as if it were the very first time. Try to recreate that excitement and that desire to do whatever you can to make that person’s day a bit better.

Taking everything so seriously

Bitter. Jaded. Cynical. Three words that unfortunately often describe those who have spent years answering 9-1-1 calls and working the radio room. Go into an emergency communications center and it is pretty easy to see who is fresh and new and who has slunk into the drudgery of the work. Aside from the fact that the rookies look like they just graduated eighth grade (the older I get the younger they look), they are usually smiling, laughing and generally having a good time as they put in their hours. The veterans often have dour faces and look as if they were sitting on a hot poker. Yes, this is serious work, but if we refuse to look at the lighter side of things, we become miserable. Be kind to yourself. Be kind to your co-workers. Be kind to your callers. We’re all traipsing through our own journey and when we can laugh, the trip is a lot more fun.

Flushing people out

Yes, we are good at our jobs. No, nobody will ever be as good at what we do as we are. This is how so many veteran operators feel and that is great. It’s a good thing to have pride in what we do because it is a noble calling. What is not a good thing is when we are constantly looking for weaknesses in those who are coming into the career. I’m not saying that we should overlook gross negligence. We should always speak up if we see or hear something that is dangerous or unprofessional (regardless if the perpetrator is a rookie or a veteran; it’s our job to make sure we maintain the highest standards in our work). What we shouldn’t do is try to find reasons to flush people out. It’s so easy to key in on the weaknesses (real and perceived) that we find in new operators. But, ask yourself if this is due to inexperience and what you can do to help them overcome this obstacle. We were all new once. We may have even had people try to flush us out. It wasn’t a good feeling. Encouraging, training and mentoring the next generation is what will keep our work special and honorable.

Not being open to change

Public Safety Telecommunications is constantly in flux. There are people still on my department that remember when you answered an actual phone and wrote the 9-1-1 information down on paper cards which were carried over to the dispatcher who assigned the officers then placed the card in a holder. Even in the last ten years there have incredible changes in the business. Federal Communication Commission (FCC) changes, radio wave frequency changes, technological changes, you name it. It’s changed. And, it’s continuing to change. When I started back in 1998, I never would have imagined that in the future I would be taking 9-1-1 calls via text message or that live streaming video of the scene could come right to my desk. Not to mention all the computer hardware and software changes. It’s a constantly evolving world and if we don’t keep ourselves open to being a lifelong learner, we will get left behind. Technology is not going to stop, so we have to be willing to hang on for the ride.

Letting yourself go

Unfortunately, there is so much about emergency communications work that lends itself to an unhealthy lifestyle. The job is sedentary. Food choices are often limited. Adrenaline shoots through us without appropriate release. Stress is astronomical. Lifestyle choices often involve excessive use of alcohol and unhealthy personal relationships. Fortunately, with awareness and a little effort each of us can mitigate these factors. Bring healthy food to eat while on shift, including snacks. If you take some time to prepare small portions of healthy food before hand, you won’t have to think about it when you’re running out the door at midnight. Just grab and go. Take time to exercise. This doesn’t have to be fanatical-cross-fit craziness (although if you’re into that sort of thing-great). It can be a 10 minute walk. Try to do at least 30 minutes of cardio a day but any is better than nothing. While on shift, get up and stretch. Do head circles and some squats. Get the blood flowing. Have healthy stress release. Exercise can be a part of this, but also having strong, supportive personal relationships can make the difference between entering the twilight of your career on a high note or alone and bitter. Keep alcohol use to a minimum and drink lots of water. You want to make the evening news due to the good work that you do not for having a heart attack in your chair.

Like rookies, veteran telecommunications operators have many mistakes that they can avoid to maintain the most positive, healthy, productive career possible. Even though you’ve been in the hot seat for a while, it doesn’t mean that you can’t improve on yourself. There are many ways we can continue to grow both as 9-1-1 operators and as humans. Take pride in your longevity and the years that you have given to your community. Take pride in yourself. You are fabulous and you are worth it.