Sunday, August 4 | 9:00 – 10:00 a.m.
Libby Howland, ENP & Kelley Cunningham, ENP, MPA
Staffing in the 9-1-1 world is a complex and multifaceted challenge that requires a strategic approach to hiring and employee development. Supervisor Libby Howland and Director Kelley Cunningham from Eaton County 9-1-1 in Michigan delivered an insightful presentation on this topic. Their session covered essential strategies to attract and develop quality employees while fostering a work environment that encourages lifelong careers. The approaches discussed are versatile and designed to be adapted to organizations of any size, budget, or staffing level, ensuring that every 9-1-1 center can benefit from their insights.
The presentation discussed critical areas such as recruitment and the hiring process, highlighting how to identify and attract the best candidates. Emphasis was placed on effective training programs that equip new hires with the necessary skills and knowledge to excel in their roles. Additionally, Howland and Cunningham discussed the importance of using modern resources and technology to streamline operations and enhance the overall efficiency of the center.
Continued education and professional development were also key points of discussion. By offering ongoing training and development opportunities, 9-1-1 centers can ensure that their staff remain up-to-date with the latest practices and technologies. The presentation covered scheduling techniques that accommodate the demanding nature of 9-1-1 work, as well as opportunities for employees to explore roles outside the center, promoting career growth and satisfaction.
Howland and Cunningham addressed the vital aspects of supervisor expectations, as well as family and work-life balance. “Supervisors are pivotal to shaping your organization’s culture,” said Cunningham. “It’s crucial to set clear expectations for them and have these supported by the administration to maintain an optimal work environment.” The instructors shared strategies to boost morale and instill a sense of pride among employees, creating a positive and supportive work culture. As Supervisor Howland pointed out, “Staffing is an industry-wide dilemma in the world of 9-1-1 … one that will only be solved by working together. These opportunities to come together, guide each other and share ideas are invaluable. Together, we will continue to rise, improving the lives of our first, first responders and the communities we serve.” By focusing on these areas, the presenters aimed to provide a comprehensive guide for 9-1-1 centers to develop a motivated, competent and committed workforce capable of providing exceptional service to their communities.
Submitted by Kelley Cunningham.
