Sunday, July 27, 2025 | 2:30 p.m. – 3:30 p.m.
Adam Timm, President/Founder, The Healthy Dispatcher
What makes an emergency communications center truly thrive? It’s not just policies, protocols, or staffing levels — it’s people. In this session, attendees were challenged to take an honest look at their center’s culture and ask: Are we putting our people first, or just paying lip service to the idea? Drawing from the exemplary comm centers nationwide, a compelling case was made for why a people-driven approach isn’t optional anymore — it’s essential for long-term success.
“People driven leadership isn’t just a feel-good idea—it’s a strategic imperative. When you make your team feel seen, heard, and supported, performance improves across the board,” said Timm.
Using a practical self-assessment tool, participants explored what “people orientation” really looks like in action — how trust shows up (or doesn’t), how communication flows, and whether team members feel empowered or micromanaged. Through interactive reflection and real-world examples, we showed that communications centers that intentionally support their people don’t just feel better — they perform better. Less burnout. Stronger engagement. Better outcomes on the floor.
The most powerful moment came when the conversation turned inward. Participants were asked to consider, “What’s one thing you could shift this week to make your center more people-oriented?” Attendees left not just with an assessment framework, but with a mindset shift: Culture isn’t a poster on the wall. It’s how we show up for each other, day after day. When you make your team feel seen, heard and supported, performance improves across the board. And when that happens, everyone wins — especially the communities we serve.
Grab your copy of the People-Oriented Center Assessment we used during the session by going to the APCO Conference app, and see how your center ranks.
