Calling All PSAP Bosses

Hello, Center Directors, Department Chiefs, Center Managers, Shift Supervisors and others who have a say in making sure their PSAP runs as it should. I have a question for you to consider. Not necessarily answer (please do, if you are so inclined), but just consider.

Have you or anybody working with you ever responded to a suggestion from a 911 Dispatcher dismissively? She's not a team player. He came from Palookaville, and you know how they do things over there. If they want to be in charge, they can stick around for 20 years, do what you have to do to get promoted and then they can run the place!

To be clear, I'm not suggesting that everybody who knocks on your door has "The Answer" to whatever is not working all that well at the moment. But these kinds of responses can shut down useful input from staff. Not just from the person from Palookaville but, once word gets out (and you know it will), from all of the people on your staff. There are better frameworks within which to view even the least useful solutions.

For openers, consider that the person felt comfortable enough to come to you with their idea. Odds are that they did not just think of it this morning and decide to go see you. They have, more than likely, kicked it around with other folks, tuned it up, re-thought it and are bringing you a finished thought product. So good for you, boss. You are approachable! Not all bosses are. You're ahead!

What do you do if the suggestion offered is of the "screen door in a submarine" variety? Thank the person for the time, thought and energy they put into the suggestion. When pointing out why it can't work, use language like, I know you have no reason to be aware of the XYZ regulation, but it currently prohibits us from doing what you suggest. Maybe it's an old regulation and the person can be offered the opportunity to work at changing it for the better. Or, you might say, We can't use this suggestion right now because of (budget, regulations, etc.), but I like that you are thinking about how to make the place better. Maybe use the offered suggestion as a jumping off point for something a little more structured in the way of suggestions and process improvement. Whatever the practical value of the content of the suggestion, the process is worth a ton. Make it work for you. Your job is hard enough without sawing off the limb you're sitting on.

Maybe you have been treated dismissively by a boss years ago. If you were, I bet you remember it. You want your current staff to remember you for positive reasons. Give them good things to say at your retirement party! And maybe, eventually, pick up a few great suggestions along the way.