01/14/25
Creating an emergency response operation that stands the test of time requires a strategic approach focused on people, technology, and sustainability. Below, we’ll explore some key steps to building a resilient, efficient emergency communications center (ECC) that supports your team today and prepares them for the challenges of emergency response.
1. Embrace technology that makes the job easier.
Technology is evolving rapidly in ECCs across the country, from non-emergency AI-supported call handling to advanced GIS mapping. Leaders should invest in technology that not only boosts efficiency but also enhances dispatcher well-being by easing the information intake process and reducing mental strain.
When looking for a protocol provider, make sure they have user-friendly interfaces and allow dispatchers to focus on the human elements of their work. Total Response provides one dynamic line of questioning that includes protocols for fire, police, and medical services. Efficient protocols without rigid scripting can ensure a seamless information intake process, allowing dispatchers to focus on the human interaction of each call.
Tools that improve information accuracy can help reduce fatigue, minimize burnout, and allow your team to focus on decision-making that’s critical to every call.
2. Prioritize work-life balance.
911 dispatchers face some of the highest stress levels in public safety, so fostering a healthy work-life balance is crucial. Flexibility in scheduling, access to mental health resources, and encouragement to disconnect after shifts are small but meaningful steps that can make a big difference.
Establish policies that recognize the emotional toll of the job and provide team members with time and resources to recharge. This not only promotes longevity but also improves overall performance, as a well-rested team will consistently deliver better outcomes.
3. Plan for continuous improvement.
A sustainable ECC is one that embraces continuous improvement. Regular feedback from staff, performance reviews, and open channels of communication can reveal gaps and opportunities in your current approach. Consider forming a committee that meets periodically to discuss new ideas, technologies, or policies that could improve your ECC’s environment. With a commitment to growth, you create an adaptable center that can evolve as demands shift, ensuring both consistency and effectiveness.
4. Train for longevity.
The strength of any ECC lies in its people. Continuous, quality training programs ensure your team is prepared to handle all emergency calls with confidence. Regular skill-building sessions, crisis simulations, and stress management training empower dispatchers to stay sharp under immense pressure and help protect them (and your center) from liability risk.
Cross-training within teams can also provide flexibility, allowing staff to support one another and fill in when needed. Invest in training to build a team that feels equipped and supported, day after day.
Providing opportunities for your team to earn certifications also encourages professional development. Helping your team achieve their short and long-term professional goals helps to keep them committed to a career in 911 at your ECC.
Studies show that teams who are properly trained for a job are more likely to stay at that job, regardless of industry. According to a recent Great Place to Work article:
“In a 2021 Pew Research Study, 63% of respondents said no opportunities for advancement is what pushed them out the door. Lack of growth opportunities was the top reason for leaving – above pay, benefits, and workplace flexibility.
A recent Great Place to Work LinkedIn poll also shed light on the critical importance of training and developing employees for retention. According to the poll, 43% of people called out a lack of growth opportunities as the top reason they quit their last job.”
Providing training for your team members is a great way to keep them engaged, confident, and excited about their career at your ECC.
Your ECC depends on you.
Building an ECC that lasts requires a focus on the people who drive it, the tools that empower them, and a culture that values balance and growth. By training your staff for the long haul, investing in supportive technology, prioritizing well-being, and continually seeking ways to improve, you lay the foundation for an emergency communication center that can thrive through change and deliver vital services for years to come.
Tara Milardo
VP
Tara drives strategic partnerships, sales and marketing at Total Response, fueled by her passion for improving 911 and providing agencies with the tools and connections to keep their communities safe.
