Most dispatchers don’t believe that 0% turnover is attainable or that a 90%+ success rate in training is possible. This session highlights a 911 center that reached these milestones and outlines the fundamental strategy needed to transform communication center culture. Specific examples regarding how this was done will be discussed. In addition, indispensable approaches in transforming culture will be discussed.
Learning Objectives:
At the conclusion of this session, participants will understand what culture actually is and how it is impacted on a daily basis by both the leadership and every other person in the comm center.
Participants will learn how to think about culture change and learn the essential steps in transforming culture along with critical "don'ts" of culture change.
Participants will understand how culture is inextricably connected to job posting, job description, hiring process, onboarding, training, and virtually every other part of life in the comm center.
