Chance Encounter
I had a random conversation in an airport today. The gentleman saw my NENA backpack and revealed he had been in emergency communications for fifteen years.
I said, “How’s your PTSD?”
“I’m divorced, and now I live 1000 miles away from my family. But I’m getting better. I stopped drinking a few months ago and it’s not so bad right now. I still can’t sleep, though.”
My lack of surprise coupled with acknowledgment of his struggle seemed to have opened a gate for him. We chatted for a while.
Protective Gear
I’m curious
As an industry, when are we going to own responsibility for the well being of our staff members?
When Kevlar vests came out, law enforcement leaders were willing to provide them for officers.
Fire fighters are equipped with gas masks and other protections.
Medics have personal protective equipment readily available.
It seems as though all the telecommunications personnel get is asked to do more.
That’s not quite accurate.
I’m seeing more and more agencies with workout rooms for the ECC. Standing desks are more common. And sleep rooms and kitchens are now being built into new comm centers. That’s so positive!
A robust EAP would have counselors who have some understanding of what the special stressors of our people. And that’s happening in some places.
Missing Element
What I see missing in many, many agencies is a culture of self care.
How do you in management support people getting vital rest between shifts when you are chronically short staffed?
A culture of crushing overtime makes a lie of your admonition, “take care of yourself.”
In agencies that are working excessive hours, tempers flare.
Rudeness becomes the norm.
Gossip, shunning, and insults sprinkle the days like maleficent fairy dust.
Painful interpersonal interactions pile more stress and negativity even as exhaustion makes it harder to bear.
And supervisors and other leaders are spending their days finding someone to cover shifts and investigating complaints. Egregious behaviors go unaddressed. People “get away with it!”
Suggestions
Without knowing the particulars in your agency, I’m hesitant to offer suggestions. So, know that I recognize that the following may seem like a pipe dream.
Even in the midst of the pressures you face, I want to encourage you to create a culture of psychological safety by getting your staff members to dream of what that would be.
Encourage them to set the parameters around what is an is not acceptable in their work group.
Psychological safety is the belief that this is a safe place to be fully myself and errors will not get me shunned or scolded. People will accept that each one is doing their best, mistakes are part of life, and we can all get better.
Let them direct how it could happen.
Empower them to create the culture they want.
Even your crustiest, crankiest, most gossipy and petty dispatcher does not want to work in a toxic culture.
As much as you are able, spend time talking about your vision of what a healthy culture might look like.
When you see someone being nasty, address it. Immediately, or as soon as possible. Before the end of the shift.
Don’t think you’ll do it tomorrow, it’s much harder to do. We remember events differently after we sleep.
When your team has a clear vision of their ideal, and they set the parameters for what behaviors support that, you’ll observe a shift.
Your role is to midwife it into coming alive, and nannying it’s growth and health.
Your people don’t plan to become toxic. It’s a side effect of excessive stress and weariness.
That combo is a tremendous threat to your team members health and life. Find the protective gear that will help!
