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People Driven Leadership: How the Best 9-1-1 Centers Inspire Positive Change
DISCOVER PROVEN PRACTICES THE BEST 9-1-1 CENTERS USE TO BOOST MORALE AND INSPIRE HIGH PERFORMANCE CULTURE
The vast majority of 9-1-1 communications centers grapple with the same problems, high turnover, low morale, mandatory overtime. Leaders at certain centers have opted for a different approach, breaking years-long cycles and closing the revolving door. These exemplary centers have reduced sick time usage by over 50%, halved overtime spending, and improved trainee success rates by 60%. They have gone from an average of 40% turnover to virtually eliminating turnover.As complicated and overwhelming as the 9-1-1 industry’s challenges may seem, their solution is deceptively simple.
This book, based on dozens of interviews with managers, directors and supervisors from centers across the United States, offers an accessible blueprint for any center looking to make a positive change. The problems are universal, and so are the solutions.
Praise for Adam Timm's
“Adam Timm’s energy about positive change for the 9-1-1 industry is infectious. Talking with him you can feel the importance he places on making this profession better. He shows through powerful examples the best of what he has seen from centers across the country so we can learn from them."
~Don Jones, Dispatch Manager, Sonoma County Sheriff, Santa Rosa, CA
“Adam’s laser focus on improving the mental and in turn, physical working conditions for the nation's 9-1-1 emergency telecommunicators is second to none. His personal experiences in the industry, together with his motivational approach, can help any center and 9-1-1 leader push from the depths of burn-out to the heights of positive performance and career success.”
~Chris Campbell, Communications Administrator, Falmouth Communication Center, Falmouth MA
"Our center had just gone through a significant culture change, and we were looking for a training experience that would help us take further strides in this positive direction. Adam’s training did this. Not only did it reinforce the changes we made, it provided additional tools so our staff could sustain these changes. It was transformative."
~Monica Million, ENP, Executive Director, Colorado 911 Resource Center ; President, NENA
The vast majority of 9-1-1 communications centers grapple with the same problems, high turnover, low morale, mandatory overtime. Leaders at certain centers have opted for a different approach, breaking years-long cycles and closing the revolving door. These exemplary centers have reduced sick time usage by over 50%, halved overtime spending, and improved trainee success rates by 60%. They have gone from an average of 40% turnover to virtually eliminating turnover.As complicated and overwhelming as the 9-1-1 industry’s challenges may seem, their solution is deceptively simple.
This book, based on dozens of interviews with managers, directors and supervisors from centers across the United States, offers an accessible blueprint for any center looking to make a positive change. The problems are universal, and so are the solutions.
Praise for Adam Timm's
“Adam Timm’s energy about positive change for the 9-1-1 industry is infectious. Talking with him you can feel the importance he places on making this profession better. He shows through powerful examples the best of what he has seen from centers across the country so we can learn from them."
~Don Jones, Dispatch Manager, Sonoma County Sheriff, Santa Rosa, CA
“Adam’s laser focus on improving the mental and in turn, physical working conditions for the nation's 9-1-1 emergency telecommunicators is second to none. His personal experiences in the industry, together with his motivational approach, can help any center and 9-1-1 leader push from the depths of burn-out to the heights of positive performance and career success.”
~Chris Campbell, Communications Administrator, Falmouth Communication Center, Falmouth MA
"Our center had just gone through a significant culture change, and we were looking for a training experience that would help us take further strides in this positive direction. Adam’s training did this. Not only did it reinforce the changes we made, it provided additional tools so our staff could sustain these changes. It was transformative."
~Monica Million, ENP, Executive Director, Colorado 911 Resource Center ; President, NENA
235 pages, Paperback
Published April 2, 2020
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Displaying 1 - 2 of 2 reviews
July 13, 2020
Interesting
I enjoyed the book but felt it did not go so deep in what was used to fix the broken PSAPS, and we're they all fixed to be all roses and sunshine. Seemed to paint to pretty a picture to be believed but the thoughts in the book is great and intelligent in was impressed.
I enjoyed the book but felt it did not go so deep in what was used to fix the broken PSAPS, and we're they all fixed to be all roses and sunshine. Seemed to paint to pretty a picture to be believed but the thoughts in the book is great and intelligent in was impressed.
July 25, 2020
Great leadership book specifically for 911 centers.
Displaying 1 - 2 of 2 reviews