https://urgentcomm.com/wp-content/themes/ucm_child/assets/images/logo/footer-new-logo.png
  • Home
  • News
  • Multimedia
    • Back
    • Multimedia
    • Video
    • Podcasts
    • Galleries
  • Commentary
    • Back
    • Commentary
    • Urgent Matters
    • View From The Top
    • All Things IWCE
    • Legal Matters
  • Resources
    • Back
    • Resources
    • Webinars
    • White Papers
    • Reprints & Reuse
  • IWCE
    • Back
    • IWCE
    • Conference
    • Special Events
    • Exhibitor Listings
    • Premier Partners
    • Floor Plan
    • Exhibiting Information
    • Register for IWCE
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Terms of Service
    • Privacy Statement
    • Cookies Policy
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • Mission Critical Technologies
    • Microwave/RF
    • T&D World
    • TU-Auto
  • In the field
    • Back
    • In the field
    • Broadband Push-to-X
    • Internet of Things
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Call Center/Command
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Network Tech
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Operations
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Regulations
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • Organizations
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
Urgent Communications
  • NEWSLETTER
  • Home
  • News
  • Multimedia
    • Back
    • Video
    • Podcasts
    • Omdia Crit Comms Circle Podcast
    • Galleries
    • IWCE’s Video Showcase
  • Commentary
    • Back
    • All Things IWCE
    • Urgent Matters
    • View From The Top
    • Legal Matters
  • Resources
    • Back
    • Webinars
    • White Papers
    • Reprints & Reuse
    • UC eZines
    • Sponsored content
  • IWCE
    • Back
    • Conference
    • Why Attend
    • Exhibitor Listing
    • Floor Plan
    • Exhibiting Information
    • Join the Event Mailing List
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Terms of Service
    • Privacy Statement
    • Cookies Policy
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • TU-Auto
  • newsletter
  • In the field
    • Back
    • Internet of Things
    • Broadband Push-to-X
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Cybersecurity
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
acc.com

content


Managing Type As in a 911 center requires a deft hand

Managing Type As in a 911 center requires a deft hand

Wanda McCarley, operations group manager for the Tarrant County 911 District in Fort Worth, Texas, and a past APCO president, once found herself dealing with a dedicated yet highly opinionated employee who worked 911 calls “like a genius” but who would “go off in a flash” when she thought she was being treated unfairly.
  • Written by Urgent Communications Administrator
  • 6th February 2009

Wanda McCarley, operations group manager for the Tarrant County 911 District in Fort Worth, Texas, and a past APCO president, once found herself dealing with a dedicated yet highly opinionated employee who worked 911 calls “like a genius” but who would “go off in a flash” when she thought she was being treated unfairly. Another employee was an even bigger headache. “Everything we told her to do, she was going to do it her way to absolutely prove to us that we were wrong,” McCarley said.

The behavior of these employees is typical of that demonstrated by Type A personalities, the predominant type in 911 communications centers. In time, McCarley was able to turn both situations around. In the first instance, it took a few years, but the employee eventually learned to channel her assertiveness into more positive paths and eventually became a 911 supervisor herself. In the second case, McCarley one day forced the employee to listen to a call she had handled, an exercise that led to an attitude change. “She was forced to admit that she had told the caller that he was stupid for calling her with his problem,” McCarley said.

Indeed, regular feedback is one of the keys to effectively dealing with Type As or any 911 center employee. Equally important are effective communication of protocols and procedures — as well as the sanctions for violating them — and a system of accountability to ensure that everyone in the call center, but particularly Type As, stay on the straight and narrow.

The approach can be described metaphorically as giving call-takers and dispatchers enough rope to do their jobs effectively, but not so much that they end up hanging themselves with it, said Steve Rauter, executive director of the Western Will County (Ill.) Communications Center.

“It goes back to how we write the protocols and operational guidelines,” Rauter said. “We want them to be independent thinkers; we want them to be able to jiggle the system. In other words, the rule says this, but I really need to do that to help this person.”

All of this probably sounds elementary, in a slap yourself in the forehead and exclaim, “Why didn’t I think of that?” sort of way. But the devil, as usual, is in the details. Recall that Type As, who take pride in their ability to think quickly and solve problems creatively, typically don’t mind being told what to do — but they bristle at being told how to do it.

“Type A folks don’t always like to follow the rules,” Fischer said, adding that they prefer guidelines and general direction, but they don’t perform as well when they feel they’re being micromanaged.

The problem often isn’t the rules but how they are applied, according to Fox. “Type As are OK with rules as long as they are fair, and fair all the way around,” she said.

Steve Souder, the director of Fairfax County (Va.) 911, said Type As over the years have caused him a good deal of hear-tache, precisely because they don’t react well to criticism. He described the experience as being analogous to the task of raising children.

“Supervising isn’t rocket science,” Souder said. “It has a lot to do with what I call parenting qualities. If you raise the kid right, teach him right from wrong, praise him when he does good and scold him when he does bad — these are pretty fundamental skills that a parent brings to raising a child. And so it is with a supervisor who is dealing with a problem employee.”

Should supervisors find themselves in a position where the carrot-and-stick approach isn’t working, Souder suggests appealing to the employee’s innate sense of self-preservation. He said that the most effective technique he has found is to keep a file of 911 screw-ups that make headlines. When Souder finds someone who is “breaking bad and not playing within the boundaries,” he’ll call them in for a chat. When that doesn’t work, he has them listen to tapes from call-takers across the country who have become national news because of their mistakes.

“We simply ask them, ‘Do you want that to be you? Do you want to wake up in the morning and hear your own story being broadcast on CNN?’ That seems to have a very chilling effect on them, because it hits them at their very core — they take great pride in what they do.”

See the February print edition of Urgent Communications for an expanded article on this topic.

Tags: content

Most Recent


  • Managing Type As in a 911 center requires a deft hand
    Newscan: Securing the Internet of Things is quite a challenge
    Also: EWA requests dismissal of 900 MHz applications; TIA names tech and policy priorities for 2014; IJIS Institute names Shumate Award winner; App makes bus waits more tolerable; a Blackberry comeback may be in the offing.
  • Managing Type As in a 911 center requires a deft hand
    Newscan: FCC certifies Carlson Wireless's white-space radio
    Also: Congress looks to revamp telecom law; Obama to place some restraints on surveillance; IEEE to study spectrum-occupancy sensing for white-spaces broadband; Major Swedish transport operator opts for Sepura TETRA radios; RFMD to partner on $70 million next-generation power grid project; NENA opens registratiuon for "911 Goes to Washington."
  • Managing Type As in a 911 center requires a deft hand
    Newscan: A look at the critical job of 911 dispatchers
    Also: NYC launches website for tracking 911 response times; Oregon implements 911 on pre-paid cell phones; LightSquared wants to keep spectrum assets; Harris receives multiple government orders; FCC extends rebanding financial reconciliation deadline; Zetron gear at core of communications system upgrade; Ritron debuts wireless access control system; EWA seeks policy review of VHF vehicular repeater system deployments.
  • Managing Type As in a 911 center requires a deft hand
    Newscan: Average peak data rates of 144 MB/s average realized in tests with CAT 4 LTE device
    Also: Verizon, T-Mobile to swap unused spectrum to improve coverage; Internet giants oppose surveillance--but only when the government does it; FCC Chairman says incentive auction will be delayed until middle of 2015; FCC chair announces staff appointments; Alcatel-Lucent names Tim Krause as chief marketing officer; New Jersey county deploys TriTech CAD system; Toronto airport deploys 26-position Zetron console system;

Leave a comment Cancel reply

To leave a comment login with your Urgent Comms account:

Log in with your Urgent Comms account

Or alternatively provide your name, email address below:

Your email address will not be published. Required fields are marked *

Related Content

  • RugGear: Contributing to the future of mission-critical broadband communication review and market vision
  • Photo gallery: 2014 Communications Marketing Conference (CMC) in Tucson
  • Managing Type As in a 911 center requires a deft hand
    Top 5 Stories - Week of Sept. 22
  • Managing Type As in a 911 center requires a deft hand
    RCA plans to expand this year's Technical Symposium

Commentary


LTE and liability: Why the fire service must move forward with digital incident command

  • 2
6th May 2022

Partnership and collaboration must be the foundation for emergency communications

18th April 2022

FirstNet success means no hypothetical ‘shots’ need to be fired, Swenson says

22nd February 2022
view all

Events


UC Ezines


IWCE 2019 Wrap Up

13th May 2019
view all

Twitter


UrgentComm

Sesame Solar leverages mobile solar, hydrogen to power efforts beyond the grid dlvr.it/ST8m3K

1st July 2022
UrgentComm

Newscan: On front lines, communications breakdowns prove costly for Ukraine dlvr.it/ST7fnC

30th June 2022
UrgentComm

China-backed APT pwns building-automation systems with ProxyLogon dlvr.it/ST6q7m

30th June 2022
UrgentComm

Samsung fills its 2G hole in new challenge to Ericsson and Nokia dlvr.it/ST6hBK

30th June 2022
UrgentComm

Militarized drone swarms coming dlvr.it/ST6dNz

30th June 2022
UrgentComm

Take American City & County’s budgeting survey dlvr.it/ST6Yxb

30th June 2022
UrgentComm

Final cases made about Airwave, ESN, before CMA issues provisional decision on Motorola Solutions dlvr.it/ST4Q6X

29th June 2022
UrgentComm

Polaris Wireless: Manlio Allegra talks 911 Z-axis tech, future IoT opportunities dlvr.it/ST1384

28th June 2022

Newsletter

Sign up for UrgentComm’s newsletters to receive regular news and information updates about Communications and Technology.

Expert Commentary

Learn from experts about the latest technology in automation, machine-learning, big data and cybersecurity.

Business Media

Find the latest videos and media from the market leaders.

Media Kit and Advertising

Want to reach our digital and print audiences? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • American City & County
  • IWCE
  • Light Reading
  • IOT World Today
  • Mission Critical Technologies
  • Microwave/RF
  • T&D World
  • TU-Auto

WORKING WITH US

  • About Us
  • Contact Us
  • Events
  • Careers

FOLLOW Urgent Comms ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookies Policy
  • Terms
Copyright © 2022 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.
This website uses cookies, including third party ones, to allow for analysis of how people use our website in order to improve your experience and our services. By continuing to use our website, you agree to the use of such cookies. Click here for more information on our Cookie Policy and Privacy Policy.
X