In the 15 years that I’ve been sharing my thoughts and knowledge through our Xybix blog, our most popular blogs are consistently on boosting morale in dispatch. People are thirsty for information on this topic—likely because high morale at a 911 comms center is proven to improve the quality and efficiency of work, job satisfaction, and employee retention while decreasing absenteeism and burnout. (And, I like to think, because making people happy in their jobs is the right thing to do.)

Granted, I haven’t worked in or managed a 911 dispatch center—but I’ve sure talked to a lot of dispatchers in my 25-year career. They all willingly share their joys, their challenges, and, oh yes, their opinions about what makes their jobs better.

Here’s what I’ve learned about raising morale. It’s a lot so feel free to use these links to skip ahead to areas of interest:

• Recognition Is Essential
• Communication Counts
• The Work Environment Matters
• Remember the Mission
  

Recognition Is Essential

“Recognize your team for their achievements during their job. For example, give a phoenix award when a dispatcher assists in bringing someone back to life. We celebrate these moments with our team and the survivor.”

—Director Tina Buneta, Aurora 911 Center

Like all people, dispatchers love a personal and public pat on the back—emphasis on personal. According to Harvard Business Review:

“Research suggests that employees in fields such as health care, social work, and education tend to be more motivated to do work that has a positive impact on others, to place a higher value on social recognition, and to be less motivated by salary than their private sector counterparts, meaning that financial incentives may be less effective and symbolic recognition may be especially important to support these workers.”

For details on getting the messenger, the timing, and the audience right, read A Little Recognition Can Provide a Big Morale Boost. While nobody is going to be offended by an Amazon gift card, it’s not exactly a handwritten card of encouragement or gratitude. A shout-out in a weekly email, a card (with tickets to a concert or game) delivered at a meeting, a “wall of fame” with pictures and plaques, or a logo Yeti cup for all to see can serve as personal and meaningful recognition.

Communication Counts

“Create a teamwork atmosphere and empower your people.”

—Insider Advice Shared with Ken Carson

If “nobody ever told me” is a refrain in your center, you may need to work on internal communications. In my experience, nothing builds teamwork and empowers people more than being in the know. Sharing wins, communicating new policies, providing updates about the workplace, and celebrating work anniversaries, retirements, birthdays, marriages, births, and the like are great ways to raise morale. Knowing about everything—from parking lot closures to computer upgrades to when’s the next birthday cake—is important to employees.

Effective communication with employees requires two things: consistency and a two-way street. I know consistency is a particular challenge in 24/7 environments where regular staff meetings are impractical and getting through email can be an afterthought. Brainstorm with employees to find out what they need to know and the best format and frequency for sharing it. A few things to consider:

• Send a weekly email limited to 5 bullet points that employees can quickly scan. If possible, you can always link to more information. Post a printed copy in the break area, being sure that anything posted is relevant and up to date.
• Distribute a weekly video that shares updates and sets the tone for the week. Don’t worry about production quality—just make it conversational and quick to absorb.
• Schedule multiple quarterly meetings to include and collaborate with the entire staff.
• Post important information in the bathroom where nobody can miss it (for example, behind the door). I’ve seen open enrollment dates, training availability, workplace celebrations, and more posted in the restroom.

No matter how you decide to communicate and how often, always include a way for employees to respond. According to Forbes, “Employees who feel their voice is heard are 4.6 times more likely to feel empowered to perform their best work.” Just be sure that response method isn’t a black hole—feeling like your questions and feedback go straight to the circular filing cabinet is a real morale killer.

The Work Environment Matters

“It's not just about having something new and shiny that looks good, but also about functionality. It’s important to create a space where people feel comfortable, can be together, and work closely as a team. This environment fosters teamwork and boosts morale, making people feel supported in their jobs.”

—Insider Advice Shared with Ken Carson

As an ergonomic expert, I wish I could say that a perfect ergonomic environment is what matters to employees. The fact is, if the ergonomics are right, employees won’t even notice. Nobody appreciates the absence of pain—until something changes that actually causes pain.

If your “ergonomic” dispatch consoles don’t allow users to properly control the desk height, monitor placement, and more, they can be in for a world of hurt. The resulting headache, eyestrain, neck pain, sore wrist, or aching back—leading to absenteeism and possible long-term musculoskeletal injuries—are not good for morale. Because of this, I’m very proud that Xybix dispatch consoles exceed government standards for ergonomics. (Plus, they’re easy to use so people actually make the necessary adjustments.)

The dispatchers I talk to take for granted the Xybix ergonomic environment. What they get excited about is the bells and whistles—the things that give them control over their environment for the duration of their shift. Personal task lighting, bias lighting, LED lights in unlimited colors, heaters, and fans empower employees while niceties like cupholders and phone chargers delight dispatchers. When we design a floor plan for customers, some go the extra mile and insist on incorporating a coffee station, popcorn machine, or fish tank.

Countless studies show the mood boosting capability of a sit-to-stand console as well. For example, “The Take-a-Stand Project reduced time spent sitting by 224% (66 minutes per day), reduced upper back and neck pain by 54%, and improved mood states. Furthermore, the removal of the device largely negated all observed improvements within 2 weeks.” Other research links reduced sitting time to improvements in depression, anxiety, and stress.

Imagine the morale boost of arriving on shift and spending a few minutes nesting: Your coffee safely in the cupholder, your phone on the charger, the desk at just the right height, monitors at the proper distance and angle, lights set to your favorite color and intensity, plus heating and cooling! Xybix offers all these features and more.

Remember the Mission

An easy way to boost morale is to continually emphasize the link between the job and the organization’s mission and values. “This is why you’re here,” are powerful words to share when a dispatcher solves a problem, whether it’s helping rescue a pet or save a person’s life. This is so easy that most leaders probably think they’re already doing it…but they’re not. According to Gallup, “Just 23% of U.S. employees strongly agree that they can apply their organization's values to their work every day.”

Clearly state your mission and link it to behaviors at every opportunity—in every email, in every meeting, in coaching sessions, even in casual conversation. Remind people why their work is so important. This costs nothing and has a huge impact.

Further Reading

You can find endless tips on improving morale in 911 comms centers. I waded through them and weeded out a few favorites:

• How Behavioral ‘Nudges’ Can Reduce Burnout Among 911 Dispatcher
• Improving Morale in Public Safety
• Reformulating the Culture of 9-1-1 Dispatch Centers (scroll down for the best parts)

How Xybix Maintains Morale

I like to end my videos and blogs with “Hit us up, we’re here to help.” To be helpful, we need to maintain morale at Xybix as well. I continually remind myself and those around me of our core values and why we’re here.

• We engineer and build high-quality products that improve dispatcher health and productivity, which in turns enhances public safety.
• We streamline the design, selection, and installation process so 911 centers can keep doing what they do best.
• Our U.S.-based family company provides good jobs.

If your center struggles with morale, we’re happy to talk it out with you any time.