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Letter To A Consultant

Submitted by Sue Pivetta on Tue, 01/25/2011 - 13:45
Hi John, 
 
The issues you bring up in your blog notes are not exclusive.  As I travel around the country I can assure you that the challenges and of hiring, training and the 'culture' of the workplace are where the profession is generally.  Saying that I can also share that there are leaders who have transformed their agency towards positive change.
 
I wanted to share with you how Professional Pride can assist you in your efforts to not only coordinate and facilitate change but ensure lasting positive change in many areas. 
 
Hiring - The first part of the hiring process is to 'recruit' the people that would most likely fit the work. 
 
1) Most every profession can go to a college and find recruits who have not only had some core training but are fully aware of 'what they are getting into' as the saying goes.  I taught a six month college program - 630 hours of police, fire, EMS, crisis intervention call taking, radio dispatch, stress management.  My students work in most all Comm Centers in the state.  That program was ended.  We need to have vocational training programs supported.  I can help with this.
 
2)  There is no magic hiring test, every public safety profession has high turnover - however - I believe a huge part of the turnover has to do with the training, evaluating and floor 'culture'.  This is witnessed by your question - would you recommend a friend to work here. That has nothing to do with the hiring process.
 
Training - There are many areas of change needed in our training
 
1)  Simulation - To alleviate the inconsistencies in training simulation is the answer.  When you introduce a sim lab to the training and a new hire is able to 'practice' the work with expert feedback, operating procedures, review, analysis and direction - there is less emphasis on we all do it different.  It is simply astonishing that we are asking our trainees to take their first call 'live'.  They should have the opportunity to learn step by step, and build SKILLS - the work is too complex.  We have simulators and many tools to introduce the learner to the work BEFORE they enter the floor. 
 
2) Training Trainers on adult learning principles.  I could go on and on but generally our trainees are taught using K12 models.  The result is gaps in learning.  We have both workshops and canned workshops on all topics you have identified as inconsistent or needing attention. 
 
3)  Training manual - up to date - relevant - useful (not the SOP - that is not a training manual).
 
4)  Evaluations - not only the 'form' the 'process' but to sustain a proper process time and a buy in is needed. Again training staff to understand the value of evaluations and buy into the tool that is used and offer the time for the process to work. 
 
The Workplace Culture - No one wants to go to work to be unhappy - no one.  The behaviors that distract from the ability to be satisfied on the job carry no blame or shame - they are just where they are - for a 'reason' or many reasons.  Leadership is needed.  Interpersonal skills training in many areas are needed by both Supervisors and Telecommunicators.  In addition we offer a process of creating a more professional atmosphere,  a peer mediation team or mediating between conflicting factions in the agency.
 
It was great talking to you.  Your 'process' and the resulting document will indeed help to integrate many needed areas for this most amazing work.  I hope you consider Professional Pride as a resource center, many agencies rely on us also to help them create lasting positive change. 
 
Respectfully,  Sue Pivetta