In the high-pressure, thankless world of public safety communications, recognizing exceptional work isn't just a nice gesture – it's vital for maintaining morale, boosting performance, and retaining top talent.

Recent data has suggested that the average turnover rate in emergency communications centers (ECCs) hovers around 25% (IAED). In a profession that is strengthened by institutional knowledge, having employees bail out after just a year on the job can be devastating. In public safety communications, institutional knowledge isn't just about efficiency; it's about lives. The veteran dispatcher's ability to recognize a pattern in a distress call or a supervisor's understanding of the community's unique needs can make all the difference in a critical situation. When this knowledge is lost due to turnover or lack of recognition, the impact ripples through the entire agency, potentially compromising response times and responder safety.

A pizza party won't retain employees

There's a reason pizza is universally understood and loved. What's not to love about piles of gooey cheese and sauce?! There are even gluten-free and vegan options. Pizza is fun, but the occasional "thank you" box won't retain your employees.

A culture of recognition fosters a sense of belonging and appreciation. Employees who feel valued are more likely to be committed to their roles, motivated to excel, and invested in the success of their team and the agency. By prioritizing recognition, ECC leadership can create an environment where employees feel empowered and fulfilled, leading to increased retention rates and a more resilient workforce. For less than a box of pizza, you can implement a zero (or low) cost formal employee recognition program that celebrates your team's successes.

Praise in public (when appropriate)

One of the easiest things you can do to recognize your employees is to publicly praise them. Did the whole team just pull together during a pursuit? Give high fives all around, tell them what a great job they did, and send an email to your boss (CC the team) outlining what happened and each person's role in the incident.

For those who go above and beyond, print certificates of appreciation. You can find templates online and through word processing apps, like Word. Fancy paper optional.

Praising in public can backfire. It's important to know how your individual employees prefer to receive positive feedback. Where some enjoy accepting accolades, others prefer a quiet pat on the back without all of the fanfare.

Peer-based recognition

One ECC implemented a super simple peer-based recognition program by making space on the center's bulletin board for co-workers to pin index cards with words of appreciation. The board quickly filled up with positive messages and cost almost nothing to maintain. After a period of time on the board, the index cards went into the employees' work files for consideration during the performance evaluation period.

Career development & mentorship

Because career development initiatives and mentorship take significant time and effort, they are often put on the back burner. Mentorship can be an excellent reward for high achievers who want to continue learning or who aspire to promote. Investing in employee growth can be a game changer when it comes to retaining the best and brightest.

Whatever types of recognition you choose, be sure to tie it in to your agency or ECC's goals, vision, and values. Make sure that recognition is timely. Telling someone they did a good job for a call they worked more than a month ago is nice but the attention is not as impactful as it could have been in the moment, or a day later. Finally, be sure to mix it up. Send an email, write a personalized note, or verbally thank the member for their service.

In the realm of public safety communications, where every call carries the weight of urgency and every decision impacts lives, recognizing and appreciating those on the front lines is not just a morale booster – it's a strategic imperative. By cultivating a culture of recognition that extends beyond a simple "thank you," we can empower these dedicated professionals, bolster their resilience, and ultimately strengthen the fabric of public safety itself. The time to invest in recognition is now, for the benefit of those who serve and the communities they protect.

Source(s):

IAED https://www.iaedjournal.org/keeping-them-in-the-profession