Monday 3:15 PM 5 Best Practices to Improve 9-1-1 staff Performance and Retention

Program Objectives

1) Identify Top Challenges Facing 911 With Respect to Turnover/Staff Shortage 
2) Identify Solutions To Those Challenges 
3) Identify Best Practices Within Those Solutions    

Program description

Running a 911 emergency communications center isn’t easy. Problems can come at you from every direction. The biggest challenge by far for most centers is high turnover, with many centers reporting double-digit turnover. Your telecommunicators are the very heart of your 911 center, but the revolving door is working against you. Supportive supervision and perceived recognition are two key factors in predicting employee staying power. But as a manager, you can’t allocate time to provide individualized supportive supervision if you’re too busy doing other things. You also can’t provide effective support if you don’t know where your telecommunicators are struggling in the first place. In this presentation, we explore five best practices you can employ to set telecommunicators on a path to success, while increasing retention and driving performance improvements in your center   

Presenter Bio

Jim Hansen is the Director of Sales for WSI Technologies, which has been in operation for 45 years providing mission critical recordings and digital evidence management solutions. Over the past decade, Jim has been involved in hundreds of successful deployments and implementations of technology, performance, and quality assurance solutions for Public Safety, 9-1-1 centers, ambulatory dispatch, transfer and contact centers, and other video, voice, and call recording projects. Jim is also the NENA Commercial Board Member for Michigan and well as a member of the APCO Commercial Advisory Council where he is the Chair of the Governance Committee. Jim holds a Bachelors in Science from Michigan Technological University, a Masters in Administration from Northern Michigan University, and a Specialist in Organizational Leadership from Central Michigan University.