Are your expectations clear as mud?

In Public Safety Communications, training takes many forms; classroom, one on one, individual effort, etc. If you asked your front line employees, how would they rate the clarity of the expectations that you have set? expectations

F-Standard Operating Guidelines are in place but they haven’t been updated since the Clinton Administration. You can’t tell if that is the letter A or B due to the dust on the binder.

D-Guidelines are in place and partially updated, but never reviewed unless your communications center hits the news. No training is in place to review guidelines periodically.

C-Guidelines are reviewed, and discussed, but updates mainly include changes that are absolutely necessary without an overview of the entire process. Guidelines are handed out to be seen only in an “out of the norm” incident.

B-Guidelines are usable but other documents hold important information on call processes or dispatching procedures. Training is provided for guidelines if requested by the employee.

A-Guidelines are a living, breathing document, updated frequently, reviewed constantly, improved and clarified. All personnel are trained on guidelines as they are updated and allowed to question new procedures to adequately understand the information.

Does your agency need to define your expectations more clearly?

 

Disclaimer: The content of this blog and any opinions, observations, or ideas are mine and not associated in any way with my employer, The Reedy Creek Improvement District.

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