Series: Gold Line Truths

This webinar is part of a series created by Samantha Hawkins.

Disclaimer: The views and opinions expressed in this article and series are those of the author and do not necessarily reflect the views or positions of any entities she represents.

Remember the movie How to Lose a Guy in 10 Days starring Matthew McConaughey and Kate Hudson? I was thinking about it the other day, and it sparked a late-night revelation—a classic 2 a.m. thought. What if we applied that concept to our world in the Emergency Communications Center (ECC)? Not surprisingly, it is quite easy to lose a trainee (and spoiler alert—you can probably do it in half the time!). In this blog, we’ll explore “How to Lose a 9-1-1 Trainee in 6 Ways.” Through this exploration of what we sometimes do wrong in training, we’ll uncover what trainees need, what they truly want, and, more importantly, what you should and shouldn’t do if you aim to retain happy, fulfilled, and loyal trainees in your ECC. Because, let’s face it, as funny of a premise it makes for this timeless romantic comedy, it’s not funny when we’re trying to retain and effectively train new telecommunicators. Alright, let’s delve into it!

1. Overload Them with Information Immediately

Bombarding new trainees with all the protocols, policies, and procedures on day one can be an incredibly costly mistake. Imagine starting a new job where, in the first few days, you’re overwhelmed with every single detail about how everything works. It’s not to say that training shouldn’t begin immediately—it absolutely should. From day one, we should be pouring into these new employees, instilling organizational values, demonstrating key aspects of the organization’s mission, and allowing them to observe and start integrating into the center’s culture. However, what we shouldn’t do is hand them a firehose of information and expect them to start drinking it all at once.

 

There will be (and should be) time to introduce policies and procedures, but overwhelming trainees with everything at once can quickly lead to frustration. While they’ll certainly need plenty of training materials and assignments to support their learning, it doesn’t all need to be thrown at them the moment they walk through the door. The challenge of filling seats is real, but in 2024, are any of our agencies still force-feeding information to trainees and expecting them to miraculously absorb everything needed to start handling calls the next day? If we front-load too much training, trainees may struggle to retain information or connect key concepts, leading to stress and potential burnout. Effective training should be paced, allowing them to build knowledge gradually, with time to absorb and apply what they’ve learned before tackling more complex tasks.

“There’s intrinsic value in taking the time to establish a solid foundation, and it’s equally important to create a training environment that avoids overwhelming them with information overload.”

2. Neglect to Offer Constructive Feedback

You’ve probably heard this countless times at conferences, but I’m going to repeat it because it’s that critical—feedback needs to be regular and consistent. If you want to lose another 9-1-1 trainee, just never, ever, ever give them any real-time feedback on their job performance or behaviors. The Daily Observation Report (DOR) may provide key snapshots of the day and serve as a tangible, indisputable, and measurable record of the trainee’s performance, but it’s no substitute for the one-on-one conversations you should be having with your trainee during the real-time challenges of live call-taking or dispatch training. In the world of effective communication, there’s always the message, the speaker, and the receiver. But communication only truly works when feedback is part of the cycle. Feedback is essential for growth, but it needs to be both constructive and timely. If a trainee only hears what they’re doing wrong without receiving guidance on how to improve, they may start to feel demoralized and unsure of their capabilities.

 

However, feedback shouldn’t just be overly positive or filled with insincere praise. The best feedback is aware enough to recognize the trainee’s strengths, gifts, and talents, and find ways to propose building on these strengths to make them even more effective in their role. It’s crucial to strike a balance—being considerate and kind, while also being clear, authentic, and well-informed in your corrections. If you can’t provide feedback that’s both honest and supportive, you risk doing your trainee a great disservice. Constructive feedback should not only highlight areas for improvement but also offer realistic, actionable steps to help them grow.

 

3. Expect Perfection Without Allowing Mistakes

No one is perfect, especially not someone who is just stepping into the complex role of a 9-1-1 telecommunicator. I’ve seen trainers, with the best of intentions and a genuine desire to see their trainees succeed, set extraordinarily high expectations. Your trainee is not you—they don’t have your experience, and it’s unlikely they’ll be as proficient as you by the end of their training. One of the first things I tell new classes of trainees is that I fully expect them to make mistakes. In fact, I emphasize that they will make mistakes, and when they do, their CTO will be there to point them out and guide them toward the correct approach for future calls. I reassure them that the best, most effective dispatchers aren’t mistake-free. What matters is owning your mistakes, learning from them, and if you’re going to make mistakes, making new ones that you can grow from.

 

If the training environment is overly critical and mistakes are responded to with harsh reprimands, trainees may become afraid to take risks or make decisions. This fear can stifle their learning and make them hesitant to perform essential tasks. Trainees can’t develop confidence in their decision-making if they don’t have the space to make mistakes, choose incorrectly, say the wrong thing, or select the wrong call type.

“We don’t cultivate independence in problem-solving or critical thinking skills by fostering a punitive or intolerable environment where every mistake is met by the wrath of a trainer.”

Mistakes should be viewed as learning opportunities, with trainers guiding trainees through what went wrong and how to correct it in the future.

 

4. Don’t Give Them All the Tools, Resources, or Knowledge They Need

Imagine trying to do THIS job without the necessary tools and resources—it’s frustrating and nearly impossible to succeed. If trainees don’t eventually have access to essential systems, manuals, or equipment, they’ll be set up for failure in a very essential, but demanding profession, such as 9-1-1. Refusing to equip them with the right tools for doing this job not only impedes their learning but also increases their stress levels. I can guarantee that one of the fastest ways to lose a trainee is to assign them their new role and responsibilities as a 9-1-1 telecommunicator while leaving them feeling inadequately prepared and ill-equipped for the challenges ahead. Providing trainees with everything they need throughout their training sets them up for success and demonstrates your commitment to their development.

 

Similarly, trainees will inevitably have questions as they navigate their new role. If these questions are ignored or answered vaguely, it signals that their learning isn’t a priority, leading to confusion, frustration, and a lack of confidence. Just as withholding essential tools and resources hinders their performance, failing to address their questions makes them feel unsupported. Knowledge is a crucial resource, and if you’re not actively investing in providing answers, solutions, and strategies to address their queries and challenges, you’re missing the mark as a trainer. Encouraging questions and offering clear, thoughtful answers helps trainees feel valued and understood. It also reinforces that seeking clarity is a strength, not a weakness, and ensures they have the tools and information needed to excel.

5. Provide Inconsistent Training Methods

Ah, the tried-and-true approach of inconsistency—having different trainers teach in various ways without any standardization. This approach almost guarantees issues. First, trainees may feel let down by their trainer or the entire program if they discover that others were taught concepts or topics they weren’t. They might wrongly assume those concepts aren’t important or, worse, believe their trainer didn’t think they were worth the effort. Second, without a standardized training process that all CTOs follow, trainees have more room to claim they were never taught a policy, procedure, or concept if they later make a mistake. Perhaps they were taught and simply forgot, or maybe the lack of uniformity in training meant they never learned it.

 

A unified approach in training is crucial for helping trainees build a strong foundation. When trainers use different methods or when training lacks a clear structure, trainees can become confused and frustrated, struggling to grasp essential concepts. They may find it difficult to determine which practices are correct or which protocols to follow. A well-structured training program, with standardized methods and materials, ensures that all trainees receive the same level of instruction and support, helping them develop confidence and competence.

 

6. Lack Empathy and Understanding

Finally, nothing will drive a trainee away faster than a trainer who lacks patience, kindness, or empathy in their teaching approach. Every trainer brings their own personality to the table, but beneath their unique style should be a foundation of compassion and understanding. If you want to lose a trainee, show little regard for the stress and challenges that come with being new to the role. This will leave them feeling unsupported and disconnected from their work. The role of a 9-1-1 telecommunicator is inherently stressful, and for trainees, the pressure can be even more overwhelming. If trainers don’t demonstrate empathy for the hurdles trainees face, it creates a cold, uncaring environment where trainees may feel isolated, which can harm their performance and well-being.

“Empathy from trainers fosters a positive learning atmosphere where trainees feel safe to express concerns, ask for help, and grow into their roles.”

Trainers should always remember that they, too, were once new to the field, navigating the complexities of 9-1-1. It’s essential to extend grace and compassion to new employees as they learn, make mistakes, receive feedback, and work toward completing their training. Never become so advanced that you forget what it’s like to be in their shoes, facing the challenges of mastering this critical profession.

 

So, there you have it—six surefire ways to lose a 9-1-1 trainee, but honestly, I hope you don’t. The chance to train, nurture, and guide the next generation of 9-1-1 professionals is a true craft. Let’s commit to doing it well!

Created by Samantha Hawkins

The Learning Center is pleased to give Samantha a platform to share her experiences.

Samantha Hawkins, a certified PSAP Professional and Quality Assurance Evaluator, has been a key figure in public safety communications since 2015. She is highly experienced in training others, reflecting her commitment to sharing her expertise.

Disclaimer: The views and opinions expressed in this article and series are those of the author and do not necessarily reflect the views or positions of any entities she represents.

Published On: September 30th, 2024Categories: Training, Staffing & RetentionTags:
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