No matter how sophisticated your workforce management software is, the scheduling assistance it provides can’t help if the contact center employees slated to be at work disrupt plans by unexpectedly calling in sick. If employee absences are causing a problem in your contact center, don’t give up hope there are solutions! We’ve put together a list of a few ideas you can implement to keep the number of unexpected employee absences to a minimum and keep your contact center running smoothly.
Every contact center should have a formal policy in place regarding the number of sick days and personal days allowed, but that alone isn’t enough. Your policy should also specify when and how supervisors are to be contacted when an employee needs to take a day off, whether they need to bring a doctor’s note, and what happens when an employee does not comply with the absence policy. Having an official policy in place that all employees are aware of will give you the leverage you need to enforce it. Have the employees each sign a copy and keep it on record in case there are any disputes, showing them that they agreed to what the policy stated.
If unexpected absences become a recurring problem for an employee, make a point of setting up a meeting between employee and supervisor immediately after an absence to discuss the issue. Supervisors should welcome the employee back, ascertain whether they are well enough to be at work again, update them on anything that happened while they were gone, and find out what the cause of the absence was. Then they can delve deeper, discussing whether the recurrent absences are all really due to unexpected illnesses or if caused by preventable, foreseeable issues. This discussion may help those employees understand the importance of advance notice whenever possible so that schedules are not disrupted.
Contact center employees who make that extra effort to be at work every single day deserve to be rewarded for it, and the fact that there is an incentive might just make others more likely to aim high as well. When an employee knows that a small bonus or perk is hanging in the balance, he or she might decide to come in to work after all, rather than taking that day off on the spur of the moment. Such bonuses could be recognition like Employee of the Month or gift cards to restaurants. Bigger bonuses can be awarded at the end of each year at the company’s discretion.
When someone unexpectedly doesn’t show up for a shift, everyone else has to work harder to make up for it. Let your contact center workforce discuss that fact at a meeting so that everyone is aware of the effect absences have on their coworkers. Simply hearing about the experiences others have had while covering for someone who was out can make an employee think twice about taking too many days off. It also helps reinforce that idea that showing up for work is half the job and a crucial aspect of teamwork!
In an effort to cut down on the number of days employees take off shift, encourage the employees to adopt healthier lifestyles. It could be as simple as company-funded gym memberships, healthier choices in the cafeteria or vending machines, or fun classes that teach how to cook simple, healthy dishes. Encourage good hygienic practices such as always washing hands and covering one’s mouth when coughing or sneezing. Keep hand sanitizer and sanitizing sprays/wipes on hand to reduce the spread of germs, especially during cold and flu season. Simple actions like these can make a difference in the number of employees getting ill!
Some unexpected absences are simply unavoidable people will still get sick and it’s vastly preferable that they stay home to recover rather than coming in and spreading their germs to the rest of the workforce. Family emergencies and accidents are unavoidable, too. But the number of unexpected absences can be greatly reduced through the above practices, which will benefit both your employees and your contact center’s performance.
In the fast-paced, high-stress environment that is a public safety answering point, the leadership qualities of a supervisor are vital to the smooth functioning of the dispatcher team. The rest of the PSAP staff takes its cue from management, so it’s crucial that supervisors develop and fully utilize certain leadership skills in order for their PSAP to achieve high levels of performance.
There are 6 especially important leadership skills that every public safety answering point supervisor should incorporate into their management style.
When supervisors are bogged down with paperwork and other requirements of the job, it can be difficult to take the time to simply observe how things are going in the PSAP. But such observation is vital to the prevention of problems. If a supervisor notices a trend among dispatchers – anything from arguments to sloppy work – while it’s still minor, it can be nipped in the bud before it becomes a major issue.
When things go wrong, it is tempting to play the blame game, whether we’re blaming people or circumstances. But that’s not productive, and it does nothing to solve the problem. It's important to figure out how the issue came up so that it can be avoided if it were to occur again. But trying to ascertain the cause of something and then only dealing with that part of the problem would be counterproductive. Make sure you don't single anyone out, and just deal with the behavior at hand. Talk to the whole team about it and maybe figure out a solution together so that if another problems occurs in the future, your team will deal with it together, instead of singling people out.
Sometimes it can be hard to know what to do when a problem crops up, especially if it does seem to be because of circumstances that simply can’t be changed. But it’s important to do something, even if you’re not positive it will help. Learn about the problem and try to make a diplomatic decision, where all sides are understood and dealt with equally. The mere fact that you are trying something, rather than doing nothing, will boost morale – and eventually, you might just find a way to fix the problem after all.
With all the emphasis placed on NG911 technology these days, as well as the normal technological training and upgrades required, it can be easy to devote more time, energy, and funds to technology than to the people who will be using it. But the people are the heart of any PSAP, and need just as much, if not more, attention and funds devoted to their human professional development. Make sure your employees know how important and appreciated they are. You could always reward them with small breaks or free breakfast on Fridays. Even the smallest gestures will instill a great amount of motivation.
There’s nothing more inspiring to an employee than to see their supervisor walking the talk, doing exactly as they expect their employees to do. And there’s nothing more discouraging than seeing supervisors act as if they are above the law. If this means having to sit in their spot, doing what they do, then definitely do it. Lead by example, and dispatchers will be glad to follow. Be punctual to work, meetings and when meeting deadlines. Be courteous to all other workers and
Don’t try general motivation schemes without first ascertaining what exactly it is that motivates each of your dispatchers. In order to truly get them on board with your ideas, you’ll need to find a form of positive motivation that will be effective. Ask them what would work, and experiment till you find the right tools. Most of the time incentives work as great motivators. You can use them in a small competition to drive their work. You could also do team bonding competitions and encourage your team members to work together. Another idea could be to have an in-house retreat that has workshops geared towards team bonding, work improvement, and self motivation.
These 6 leadership qualities will give any public safety answering point supervisor the skills they need to effectively help their dispatchers improve performance - as well as morale. It is important that the team leader is humble, cooperative, and diplomatic so that the team members feel comfortable working with them or speaking to them about their own work issues. It is beneficial for the company if each team can get along well together as a whole, which is why it is important that each team leader work hard to keep their team together.
Contact center managers do everything they can to boost their employees’ morale and performance, from holding fun competitions to arranging individualized coaching. But one of the most effective ways to improve morale, and thus performance, is by providing a strategically designed space for employees to work in.
The more pleasant the work environment is, the more easily contact center employees will be able to focus on doing their best. Watch the short video from Officeworks for an explanation and some tips on Feng Shui for home or office. After that, read our list for more great ideas to grow your office chi and create the right atmosphere in your contact center.
Rather than keeping contact centers, and even individual agents, behind opaque walls or partitions, let them see and be seen by installing glass walls instead. Opening up the space in this way makes it feel less claustrophobic and more communal. And if your contact center is located within the same building as other company operations, it will build a sense of connection with those other departments as well.
These glass walls can also provide natural lighting, too! Consider installing large floor-to-ceiling windows to enhance the natural lighting in your office space and allow your employees to connect with the world outside. If those are not possible, consider installing a skylight or two in the office; these serve the same purpose.
Instead of providing a small, enclosed break room, try creating an inviting, open, communal space where agents can gather during their breaks. An assortment of comfortable chairs, couches, pillows and rug alongside conveniently placed tables will encourage your contact center workforce to relax and chat, thus boosting their sense of connectedness with their fellow employees. The break room can also be positioned near the perimeter of the floor as well, so the windows can offer a moment of peace.
This goes for the rest of the office area as well. If the desk or cubicle areas are too close together and cramped, the employees may feel uncomfortable. Open desk areas allows for employees to breathe easily, and consider it their own private room where they can enjoy a private lunch, if needed, or a short break with their neighboring cubicles, or co-workers that stop by. The ROI from making these changes is ultimately happier employees. They do not feel secluded from each other and a positive company culture will thrive.
For new hires or any employees going through training, it just makes sense to provide a quiet area that’s conducive to study and concentration. This doesn’t mean that it needs to be completely cut off from the main space, however; an adjacent side room with a glass wall will keep trainees feeling connected to the pulse of the contact center, while also giving them a place where they can focus. They can even be structured towards the perimeter of your contact center area, so they can include windows. With conference rooms around the perimeters, the desk areas can stay unified within the middle, instead of being separated by the rooms, making the area seem disconnected.
If phones and computer systems allow, it’s ideal to make seating arrangements flexible, so that different teams can easily gather and disperse. Rather than being tied down to one cubicle or desk all day, having the freedom to take a call on a couch, or to interact with a customer on a laptop at a table surrounded by colleagues, is a significant boost to morale.
If phones and computer systems do not allow for flexible seating arrangement, each employee's desk should have enough space for them to feel comfortable in. A small space can make an employee feel claustrophobic, which in turn can increase stress levels. A larger desk space will allow the employees to decorate their area and feel more homely. If the employee feels at home in their area, it can improve their work performance.
There are some activities, even in a contact center, that simply require silence. Whether an employee needs a quiet spot to take a challenging call or meet one-on-one with a supervisor, access to a private, quiet room should be provided so that employees aren’t forced to search the building for somewhere to go. Small conference rooms or an area around the break room would be great places for employees to take advantage of quiet time.
Especially with the varying shifts worked by contact center employees, it’s important that the workplace feel comfortable and homey. Two factors are of the utmost importance here, where employees will be spending so much of their time – lighting and temperature. If the spaces are too dark, or the lighting is distracting in any way, alertness and comfort will be negatively affected. And if the workplace is too hot or too cold, employees will likewise not be able to focus.
Contact centers are unique environments that require unique workspace solutions. Implementing some of these tips in your contact center might just give your workforce the boost they need to improve performance and customer service.
After going through extensive preparations before attending a career fair and then making the absolute most out of the actual event, don’t forget to top your career fair experience off by following up afterwards.
As important as the career fair itself is, it’s the follow-up that can make or break an applicant for a position. Even if you made your conversations with recruiters as memorable as possible, when they head home with stacks of resumes, they’ll still need some prompting to keep you top of mind.
So what’s the best way to follow up with these recruiters to ensure that you’re the one they think of when it comes time to fill the position? We’ve put together a list of tips to help you do just that.
It’s important that you follow up with recruiters with 24 – 48 hours after the career fair. Wait any longer than that, and you risk losing the job to other, more eager applicants. It might even be a good idea to call and leave a voicemail the day of the career fair, and then follow up on that with an email.
Because recruiters saw so many individuals that day, share a tidbit that will help them remember you, such as “You complimented my tie!” or “We shared our love of surfboarding.” Just as you needed to stand out on the day of the fair, your follow up email needs to stand out, too. Keep it short and make sure to let them know that you appreciated them taking their time to discuss the opportunity with you.
Recruiters are used to getting follow-up emails and even calls, but a good old-fashioned handwritten thank you note can really set you apart from the crowd. Again, be sure to mention something specific to jog the recruiter’s memory as to the conversation you both had at the job fair. Taking the time to write and mail an actual letter will show the recruiter your drive. Because the post can take a day or so to be received, write it after you leave the fair and mail it out that day. Make sure you are spelling the individual’s name correctly!
If the recruiter has told you the next step to take in the application process, such as applying online or contacting another person within the company, then make sure you follow his or her instructions to a tee. Not doing so will make the recruiter think that you either aren’t serious about the position or that you don’t follow directions well and thus wouldn’t be a good fit. Keep the recruiter updated on your progress, as well, by emailing him or her whenever you take that next step, and asking when you should expect to hear an update.
In order to ensure that you continue to have access to the recruiters you spoke with, connect with them online through networking sites such as LinkedIn. That way, even if this particular position doesn’t pan out, you’ll be building your network, and you’ll still have that connection if future openings arise. Be sure to follow the company’s page, too, especially if you desire to work for that particular company. Companies often post new job openings on LinkedIn and share the update on their page so you can stay in the loop regarding new positions.
If your communications show a lack of real interest in a position or even a faked enthusiasm, recruiters will be able to tell. Your emails and calls need to reflect the genuine passion with which you are pursuing a job not too little and not too much. You should also explain how your passion specifically relates to the position, company, or industry for which you are applying. Doing so shows that you have an understanding of the needs of the position, company, or industry and how your talents can fill this need.
Get organized with your follow-up and create a schedule to keep track of who you’ve contacted and when as well as setting dates for the next time you’ll make contact with each recruiter. This way you won’t be contacting too soon before a decision is made or too frequently. Checking in on a regular basis will show the recruiter your commitment and help keep you in his thoughts long after other candidates have given up.
Keeping these six tips in mind as you follow up after a career fair will help to ensure that you’ve made the absolute most out of the opportunity and that you’ll reap the best possible rewards from it as well.
In the business world today, relationships are everything. Purchasing decisions are often driven by the strength of the connection a consumer feels with a certain company. This rapport with a brand is what leads to true customer loyalty ─ an emotional connection with a business that turns a one-time buyer into a repeat customer.
So what’s the best way to make customers feel that they have a meaningful relationship with your company? By asking for their input, and then acting on it. Implementing a Voice of the Customer (VoC) program makes customers aware of the fact that you care about their opinions so much, you’re willing to make changes in your business based on their experiences and ideas.
According to Verint Systems, Inc., our partner in enterprise intelligence solutions, there are seven ways to use VoC initiatives to inspire customer loyalty.
1. Implement a formal VoC program. It’s one thing to develop a nebulous VoC strategy, and quite another to implement a formal VoC program. Without solid plans in place for collecting and then acting upon the data gathered with a VoC initiative, any customer loyalty results achieved will not be measurable. Management buy-in and program coordination at all levels of the enterprise are vital.
2. Use a common platform to collect VoC and VoE data. Regular customer and employee surveys are crucial to developing a well-rounded picture of customer attitudes. But if all the data gathered from these surveys is not stored together in one central location, important pieces of the puzzle can be overlooked. Using a common platform to organize all feedback puts every detail at a company’s disposal.
3. Integrate CRM data into VoC programs. By incorporating Customer Relationship Management data into a VoC program, surveys can be personalized, which leads to a greater response rate and a richer set of data to analyze.
4. Share VoC data throughout the enterprise. Every employee in an organization needs access to the VoC data pertaining to their area of responsibility. Only in this way will it become truly actionable.
5. Measure and share VoC data with employees. Employee performance is a significant factor contributing to customer satisfaction and loyalty. As such, any data collected from customers on this topic must be shared with the employees concerned, in order for them to be able to improve.
6. Co-create with customers. VoC data must be utilized if it is to inspire loyalty. Customer input should be taken into consideration at every point in the lifecycle of a product or service, from planning and development to implementation and marketing.
7. Share VoC data with customers. If customers aren’t told that their ideas are being implemented, they won’t feel that their feedback has had any effect. Customer loyalty can only be developed when a business reports back to customers with the specific action being taken in response to their comments.
By putting these seven tips into action, enterprises can harness the power of a VoC program to inspire customer loyalty. If your enterprise could benefit from increased customer loyalty, contact KOVA to see how we can customize a VoC program to fit your unique needs.
If you’re looking for a career in the contact center industry, the realm of public safety - or any other industry, for that matter - a great place to start your job search is at a career fair.
Career fairs bring together companies who are actively recruiting new employees with job seekers who just might be the perfect fit. But with so many different companies and such a large crowd of job seekers at each one, they can be overwhelming.
That’s why we’ve put together a guide to making the most out of your career fair experience. By following these steps before and during the career fair, you’ll have a much higher chance of standing out and being memorable – and that will improve your chances of landing the job.
In the days before the job fair, do some in-depth research on the companies that will be there. You should learn enough about each one to be able to converse knowledgeably with the recruiters about their company as well as their industry. An applicant who is obviously interested and informed will stand out from the crowd. It also helps because you can skip over basics (“What does your company do?”) and immediately go in-depth (“So your company does ______. Is it looking to become involved in _____?”). If you aren’t going to take the time to do a quick search on a company, recruiters won’t be interested.
Also known as an elevator speech, this is the short, succinct sound bite you’ll use to introduce yourself to each recruiter, so you want to ensure that it is snappy, memorable, and paints an accurate picture of your skills and strengths. Choose at least three aspects of your personality and/or work ethic that you want to highlight (teamwork, great at thinking on the spot). Spend some time tweaking this until you’ve got it just right – you’ll be glad you did when your introduction differentiates you from the all the rest.
Recruiters will head home with a mile-high stack of resumes after a career fair so make sure yours is one they'll remember and look for first in the pile. It should be well written and reflect your experience, education, and skills. Depending on the industry visuals can be just as important in determining whether it gets read at all. Make sure yours stands out in a positive way ! Don’t forget to bring enough copies so you have enough to distribute two each recruiter you meet.
It goes without saying that you should dress in your best business attire when at a career fair. But not only should you look your best, you should also act in a way that reflects the best possible version of yourself. If you like to crack jokes, don’t hide that part of your personality; instead, be sure to do it at the appropriate moment and without being offensive. You could showcase your love for fashion by wearing a bold lipstick or statement necklace. Convey a positive attitude and look people in the eyes and smile as you offer them a firm handshake. Your demeanor will help make you memorable. And remember, they’re people too! Asking them how they are, what they love about their job, and why they chose a certain industry help make the conversation memorable.
Ask the recruiter about his or her take on industry-relevant news and ask for details on their corporate culture. You can even take the next step and ask them directly where they see your specific skills fitting into the company. Going that extra mile and coming prepared with questions will also help you stand out from the crowd.
While showing that you are prepared is important, asking questions is really about vetting companies for yourself and discovering if it’d really be a good fit for you. Think about what is the most important to you as far as career, responsibilities, and company culture and base questions around them. Questions can revolve around the following:
These questions and more can help you filter out companies that would work well for you and those that just don’t hit the mark. Instead of saying yes to every offer that comes your way, you can decisively say yes to those that will be the best fit for you.
Have a family member or friend pretend to be a recruiter for a specific company. Prep them with notes on the company (so they can answer your questions) and provide them a list of questions you anticipate being asked (so you can practice). To get a feel for the day, dress in appropriate attire, carry your briefcase and/or padfolio with resumes, and act as if you are first meeting them. Have them offer points on whether you made good eye contact, if the handshake was too firm or lackluster, and critique the way in which you responded (including physical reactions like gestures). Take these notes and work on them. You’ll feel more prepared for the actual event.
Yes, career fairs can be exhausting – there are long lines to wait in, many different people to speak to, and all while trying to show off your best self to recruiters. But if you’ve already made the effort to show up prepared, then finish the marathon by taking advantage of every single opportunity you’re presented with. Wait in those lines, even if they seem daunting. Put your best foot forward at each new introduction, even if you’ve already spoken with many others. Make sure to gather business cards so that you can follow up with each person you meet. That way, when you leave for the day, you’ll have the satisfaction of knowing that you gave it your very best and that doing so might just have landed you the job.
Career fairs are full of like-minded individuals who are all seeking one thing: A job. Therefore it’s important for you to take every step to ensure that you are seen as an ideal candidate, enough to make a recruiter want to call you to continue with the hiring process. Presenting you well, showing a genuine interest, and a friendly personality are staples in gaining interest for yourself as a potential job candidate!
A significant amount of time, attention, and money is invested in training a call center workforce to handle calls appropriately and provide outstanding customer service. From recording calls for quality assurance to implementing employee-training programs, contact center supervisors understand the importance of constant improvement as they strive to present their company in the best possible light. With all this focus on agent performance, however, another aspect of a customer’s call center experience falls by the wayside: the music or messages they hear while on hold.
What the customer hears while waiting can have a meaningful impact on their perception of the overall call experience. Call centers should strive to provide the same level of customer service during wait times as they do when a customer is speaking with a representative by taking the following dos and don’ts into consideration.
Time spent on hold is usually perceived as wasted time. Change that perception by playing a recorded message reminding customers on hold to have their account number handy or their payment information readily available. If customers use this time to gather necessary information, they will not only feel time has not been wasted, but will help make the rest of the call a smoother experience.
If your recorded message repeatedly states that your agents are busy helping other customers, those on hold will not feel valued. Customers on hold already know why they’re waiting; there’s no need to remind them. Instead, thank them for waiting and remind them that their time and business is greatly valued!
Depending on your customer base, this can mean playing appropriate music or playing entertaining recorded messages. Tailor your messages to your brand’s image, telling relevant stories or even jokes. Try giving a how-to explanation or sharing some helpful tips. The more you capture a customer’s attention, the less time they will feel they’ve been on hold.
Repeating the same 60 or even 300 second-long message on a loop only emphasizes to a customer how long they’ve been waiting and increases their frustration each time it repeats. Aim to have a recording last only four minutes. If a customer has been through the entire rotation and the message begins to repeat, then it’s a signal they’ve been on hold for a while. This could also help improve customer service by training dispatchers to not let customers wait too long.
Rather than using the same music for anyone on hold, vary the tunes for each different situation. Slower music with a beat that matches the resting heart rate is perfect for calming upset customers calling to complain while faster music can help spark excitement in a customer waiting on a sales line. Your system will need to be set up so your dispatchers can select the appropriate music selection. If you don’t have a system with these capabilities, then choose music that best fits your brand. Surfboard company? Play some beach-inspired tunes. Winery? Opt for music that makes customers feel as if they’re strolling through a vineyard or enjoying a nice champagne outside a Paris bistro.
Worse than annoying music or repeating recordings is simply silence. Customers become uncertain when on hold, wondering if they’ve been forgotten, and silence only reinforces that doubt, making them worry they may have been disconnected. The best you can do for your customers is to play some type of recording, even if it is a melody that alerts them they are still connected.
If you provide enough helpful information in your on-hold messaging, you may end up answering your customers’ questions before their call is ever answered, thus freeing up their time as well as your call center workforce’s time. It could also help a customer formulate more questions to ask a dispatcher, ensuring that they understand the most about their situation. Now is also a good time to market (“Did you know our _______ was voted #1 in ______” or “At _________ we value…”) and reinforce your brand to your clients.
By putting these seven tips into practice in your call center’s on-hold recordings, you can make your customers’ perceptions of their wait more positive, which will lead to a better customer experience overall.
While every different job comes with its own set of required skills and talents, the work of a 911 dispatcher is unique. So when a PSAP supervisor interviews job applicants, it’s especially challenging.
Public safety answering point professionals must be trustworthy, reliable, thoughtful, alert team players who can learn from their mistakes and remain calm in extremely stressful situations. Those traits are difficult to ascertain from just one interview.
So we’ve compiled a list of some interview questions PSAP supervisors can use to get a feel for how well any given applicant would do as a 911 dispatcher, along with guidelines as to which answers reflect the best fit.
1. Why do you want to be a PSAP dispatcher? Listen carefully here for honesty, as well as a real understanding of what it means to be a dispatcher. If the applicant says it’s for the money, they probably aren’t your best candidate! But if they know it’s a difficult job, and look forward to the challenges in order to be able to help people, you’re on the right track.
2. Have you done anything to prepare yourself for this job? Being a 911 agent means constantly learning, both through formal training and through on-the-job experience. If a candidate has taken the initiative to take some courses on their own, or has even done a sit-along with an agency, you’ll know they are willing to devote themselves to that continued learning.
3. Describe a time when you became very upset, but had to recover quickly. It will be very helpful to know how applicants handle themselves in stressful situations, and how quickly they can work through personal emotions in order to take care of business. Find out exactly how candidates calmed themselves – someone who is aware of the means they used to recover is more likely to be able to use that skill again when necessary.
4. How would you try to control a conversation with an upset caller? You don’t want to hire someone who will try to bully their way through emergency calls; instead, look for people who say they would talk more slowly and deliberately, or break their instructions down for the caller into even tinier steps than usual to get them started.
5. What do your friends and family think about you applying for this job? Not only will the answer to this question give you insight into the way a person’s family views their talents and abilities, but it will also let you know what kind of support system each candidate would have in place if they were to be hired. If someone’s entire family is against the idea, they may not end up sticking with it long-term.
6. You’re working alone when you get a call reporting a heart attack at the same time as a call for help from an officer. What do you do, in what order, and why? There’s not necessarily a correct or incorrect answer here, but the candidate should be able to quickly come up with a plan, and then explain thoughtful reasons for each step taken. This will demonstrate their ability to think quickly and clearly under pressure.
Asking questions like these will enable you to see which qualities the candidates each bring to the table, and which would be most likely to succeed long-term at this career.
Just as in any workplace, public safety answering points come with their own unique set of problems and sources of employee friction. But in the high-stress environment of a PSAP, these issues are often magnified, causing high rates of turnover.
In order to make your PSAP run as smoothly as possible, and avoid common workforce problems, it’s a good idea to put preventative measures in place before these issues need addressing. But even if you’re already experiencing friction in your 911 dispatch center, taking the bull by the horns and committing to tackling the problem head-on will go a long way towards restoring calm.
To help, we’ve come up with some suggestions for solving common PSAP workforce problems.
When dispatchers are on the phones, they know exactly who does what, and in what order. But when it comes to other office responsibilities away from the phones, sometimes it’s not as clear-cut. Gather your employees and lead a discussion where everyone shares their understanding of the role they play in the PSAP. Everyone is responsible for contributing to a positive work environment, no matter what their job description.
Internal communications within a PSAP can be the source of much unintentional and avoidable friction. Hold a training session for your staff about being careful in their communications, and considering how the receiver of their message might interpret their words. Those sending messages should be as clear as possible, and those receiving them should ask for clarification rather than jumping to conclusions. Avoid expressing your frustrations in messages because we need to remember that everyone is doing their part the best they can. No need to bring someone else down, or stress them out, because you are frustrated.
If change is forced upon people with little or no explanation, it’s natural for them to resist. However, if you involve your PSAP workforce in the decision-making process, allowing them to give input, and then fully explain the need for any changes, they will be much more likely to cooperate. The result reaction will be a lot more cooperative if you ease your workforce into all the changes. You could even hold workshops or training sessions and work with them through the changes so that there isn't any confusion and they know what is expected.
It’s important for an environment of mutual trust and respect that all employees be held to the same standards, and be held accountable for failing to live up to them. In cases of chronic tardiness, sick leave abuse, skipping meetings, and other negative behaviors, supervisors need to make sure that consequences are enforced, so that those who do follow the rules don’t feel taken advantage of. As supervisors, it is important that you lead by example and keep up with your own standards. This way, your employees will feel completely equal and will help motivate them to keep up with your standards as well.
If PSAP employees experience a conflict, and there is no official process in place to help them resolve it, it may fester and grow until it affects the work environment significantly, leading to high turnover. Institute a conflict mediation process in which those affected are encouraged to talk out their differences in the presence of a group of trained peers, in order to work through the problem before it is magnified. When a conflict arises, try to deal with it immediately and figure out how the conflicts begin so they can be avoided next time.
It’s a common complaint that people know something is a problem, and yet never do anything to address it. Sometimes that’s because of an assumption that this is just the way things are in a PSAP. But by acknowledging that something is a real problem for your employees, such as stress or negativity, and then actively looking for a way to mitigate that problem, you will gain the appreciation and gratitude of your employees. Make sure that you are considerate and accommodating with your teams so that if they do have problems, your team members feel comfortable coming to you with them.
Avoiding these 6 problems in your PSAP takes work and dedication, both on your part and that of your employees. Setting a few guidelines in from the very beginning may help you avoid many of the conflicts. But in the end, the payoff will be well worth it, when your public safety answering point is running smoothly with no employee friction.
Policemen and other public safety officials put their lives on the line every day as they work to protect the public. Their bravery and heroism in the face of danger is what makes it possible for citizens to go about their daily lives with a reasonable assurance of safety.
We often hear daily and seasonal public safety tips from the police and fire departments, warning us about possible dangers and advising us as to how we should handle them in the safest manner possible. But how often do citizens think about the safety of the police?
In the normal course of duty, members of the police force are exposed to violent offenders and armed suspects, so pulling someone over for a speeding violation might not seem very dangerous in comparison. But there are several factors that make traffic stops potentially dangerous for the police. Not knowing who is behind the wheel of the stopped car is the first. It may simply be a careless driver, but it’s also very possible that it could be an armed – and frightened – criminal.
The second factor making traffic stops dangerous for the police is the fact that they occur in traffic. Walking on a highway or busy street, even if it’s on the shoulder, is a risky practice. A slight swerve from a passing driver can be fatal. And if the driver of the stopped car decides to make a run for it once the policeman is approaching on foot, he might just hit the policeman, whether on purpose or by accident.
In order to protect policemen from dangers such as these, we’ve assembled a few safety tips they can keep in mind at traffic stops.
It’s customary for police to approach a stopped car on the driver’s side – and everyone knows it. So if a driver is preparing to try something, he’ll be expecting the police to appear at his window. Approaching on the other side gives the policeman the element of surprise – while at the same time affording him protection from the traffic speeding by.
Sitting in the driver’s seat for an extended period of time to run license checks or write a ticket gives the driver of the stopped car an advantage – he knows the policeman will be distracted and occupied for a while, and he knows exactly where he’ll be, in case he wants to try anything. Instead, policemen can try standing behind the stopped car to write the ticket, or even sitting in their passenger seat. If their computer configuration forces them to sit in the driver’s seat, keeping a watchful eye on the driver of the stopped car is essential.
By stopping with the wheels turned to the left, policemen can shield themselves from being hit by their own car. If a passing motorist rear-ends the police car, having the wheels turned in this manner should help it avoid hitting the policeman and the stopped car, as it veers to the left instead of straight ahead.
If you are required to search a car, make sure you do so always with another officer on scene. You’ll need someone to keep you safe as you search and, if necessary, keep the vehicle occupant in proper custody. Utilize the strictest precautionary measures when conducting a search: Shine a light in dark areas for potentially hazardous materials, relocate the vehicle to a safer area for inspection, and keep an eye on the vehicle occupants in case they try to go back into the car for a weapon.
This tip is especially necessary when pulling a vehicle over. Will you be in a lighted parking lot? Is there a lot of activity around? What natural shields are available (trees, concrete barriers) in case the situation goes sideways? Knowing where you are and choosing an ideal location to pull a car over will ensure your safety and that of others, especially if dealing with a not-so-willing individual.
Asking someone to put their hands up to see if they have a weapon is crucial. But it serves a second purpose, too. Someone can easily attack you with his or her hands when you aren’t looking. Even if you don’t require them to keep them at eye level, make sure you keep them in your sight. Be prepared to defend yourself if they fight back by having a hand close to your taser or gun.
When dispatching police officers to a scene, make sure you have all information possible to give to them. This includes information regarding the location, number of individuals involved, reported weapons, and a summary of the situation. Do not send them in blind! If possible, speak with your local law enforcement to find out what your dispatch center can do to make the officers’ job easier—and safer—before going into the field. Just as the police look out for our safety, we’d like to help look out for theirs. Our hope is that these tips will help just a little to increase the safety of these heroes who devote their lives to protecting us.
