04/18/25
Performance reviews don’t have to be dreaded meetings on the calendar. In fact, when done right, they can become a powerful tool to lift your 911 telecommunicator team, recognize their hard work, and help them grow in their roles and in the industry.
Feedback, both positive and constructive, is an important factor in retention. Your telecommunicators need to know where they excel and areas for improvement to continue to grow their skills and confidence in their career at your center.
To create performance reviews that actually motivate your team, consider the following:
1. Focus on Recognition First
Start by highlighting what your team members are doing well. In high-stress roles like 911 dispatching, hearing that their quick thinking, ability to stay calm under pressure, or teamwork made a real difference can go a long way. Be specific: “You handled that multi-car accident call with incredible clarity” or “Your quick thinking during the officer down incident last month was impressive and helped save his life” is much more meaningful than “You’re doing a good job.”
2. Make It a Two-Way Street
Encourage open dialogue. Ask how they’re doing, what’s been tough, and what support they need. Telecommunicators often keep a lot bottled up, or fear retaliation—ensure they know this is a safe space for them to speak. Make sure they know that their feedback on your leadership team is taken seriously. When they feel heard, they feel valued. This can often be a key factor in retention, even if their feedback isn’t immediately implemented.
3. Tie Feedback to Purpose
911 telecommunicators do critical work, but it can be easy to forget that in the day-to-day routine. Connect your feedback to the bigger mission. Remind them that their timely pre-arrival instructions helped save a life, their speed got help where it was needed most, or their calm voice made the difference in a caller’s worst moment. Remind them why their job is so important and the value they play in keeping their community safe.
”When I was a telecommunicator, feedback helped me grow—not just by highlighting areas I could improve, but also by reinforcing what I was doing well. Later, as a shift supervisor and training coordinator, I learned how important it was to make feedback balanced and consistent. Positive feedback matters just as much as constructive criticism. If feedback only comes across as punitive, it loses its value. I also found that fairness and objectivity are key—messaging has to be consistent across the team, and personal opinions need to stay out of it. When feedback is rooted in facts, not feelings, it builds trust, accountability, and a stronger team overall."
Jim JonesTotal Response Content Manager, former Training Coordinator and former Telecommunicator
4. Set Clear, Achievable Goals
If there are areas for improvement, frame them as opportunities for growth, not punishment. Set clear, reasonable goals and offer support along the way. Keep the focus on moving forward—not looking back.
Provide training if it’s needed and encourage professional development opportunities to expand their skillset, move up in their center, and even suggest certifications where applicable.
5. Check In More Than Once a Year
Don’t let reviews be the only time you give feedback. Regular check-ins build trust and take the pressure off the formal review. A quick “You did great on that domestic call” or “How are you holding up after that attempted kidnapping call?” goes a long way.
A Valued Team is a Committed Team
Motivating your dispatch team doesn’t require a major overhaul—just a shift in focus. Lead with empathy, recognize the human behind the headset, and make reviews a moment to reconnect with purpose. Remember, a team that feels valued and sees the future you can provide for their careers, will stay in their seats.
Your team—and your center—will be stronger for it.
