Find out what the best 9-1-1 communications centers do differently, and how your center can get on track.
As a Deputy Chief newly assigned to oversee our Communications Section, I knew I needed help understanding why our center had been struggling for a long period of time. Our attrition rate was nearly double the national average, valued long-time employees were leaving, morale was very low, and it felt like we had lost our way. I wasn’t willing to accept “that’s just the way it is in public safety dispatch centers” or that we would have to “settle” for what we had. We hired The Healthy Dispatcher to help make sense of what was happening and provide direction for the way forward to becoming a highly sought-after, exemplary 9-1-1 center. Adam Timm’s industry-based experience provided us with a trained eye and outside, objective assessment of our center.
Adam began the consulting project immediately, evaluated every aspect of our center and finished ahead of schedule. Through his conversations with staff he established trust and opened lines of communications. With this trust, he was able to diagnose the core issues that had been plaguing our center for years. He provided concrete, research-backed, implementable steps to bring us on track, a clear understanding of why things are as they are, in addition to what we need to do now. Adam helped cut through years of dysfunction, getting quickly to the heart of the challenges at hand.
Without Adam’s expertise and ability to quickly establish trust, we likely would have lost additional team members frustrated with the status quo. They have hope again, and although we have some work to do, we know what needs to be done. I have no doubt that engaging Adam saved us years of difficult work in terms of turning our center into a high-performance, low-turnover organization–definitely time and money well spent. Through the process, we have discovered our “why” again! Thank you, Adam.
K. Barron, Deputy Chief
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