Performance-based metrics for conference selection is a game-changer.
By Deranecque Sims
We work in an industry that is both demanding and rewarding. We are first first responders, not clerical administrators. We serve as the link between people in need or experiencing their worst day and the women and men who rush to their aid. We’re the calm. We are the voices in times of crisis.
Right now, many of our centers are experiencing staffing shortages, burnout, callouts and resignations. Some of us are experiencing budget constraints. Some of us are becoming disenchanted with the work. Public safety telecommunicators are struggling with maintaining mental well-being.
Despite all this, most of us remain dedicated to our centers, to our field responders and to the industry.
How do we maintain? How do we keep pushing forward? How do we make sure those who stay are uplifted or given opportunities to do something different? How do we make sure our centers are maintained and represented by the best and brightest?
Those questions have a long list of answers — ranging from simple to scientific. However, this isn’t the article for that. I will share a simple, old-fashioned answer with details. The answer: Performance-based metrics rather than popularity or favorites — to be used for conference attendance, off-site trainings and more.
Conferences are more than a break from the norm; they are a golden opportunity. They offer a chance to explore cutting-edge technologies, learn best practices and connect with peers from across the country. But with limited spots and budgets, it is important to have a solid selection process for who will be selected to attend.
This is where performance-based metrics come in. By establishing a clear rubric that outlines specific criteria and corresponding point values, we can tangibly identify and reward those who consistently excel. Erica May, a Memphis Police Emergency Communications supervisor, presents the 3-Ps to highlight employee work. When evaluating personnel consider factors such as being present, productive and professional:
- Attendance and punctuality: Present, on time and reliable.
- Call volume: Efficient and effective.
- Quality assurance scores: Measured accurately; adherence to protocols.
- Specializations: Expertise in other duties — training officer, tactical dispatch, National Crime Information Center operator.
- Teamwork and leadership: Contributions to a positive and collaborative work environment, peer recognition.
- Professional development: A commitment to continuous learning.
Performance-based metrics not only ensure fairness, but also motivate the team to strive to do their best, creating a culture of excellence and continuous improvement. It gives everyone a chance to shine and be Performance-based metrics for conference selection is a game-changer. recognized for the great work they do. It changes the narrative from ‘pick and choose’ to ‘performed and rewarded’.
Having an established and transparent way of selecting top performers eliminates the old reliance on seniority or a singular performance. No longer will the dispatcher who had a year of low performance, semistandard attendance, and a bad attitude, suddenly be picked to attend conference because they worked that one high-profile incident. By investing in our most dedicated and talented team members we make sure our centers provide quality customer service to our communities, our field responders and ourselves. It shows we reward excellence, value performance and provide opportunities for growth.
I encourage you to create a rubric tailored to the needs of your center. I have included an example. If you would like to collaborate or have questions, do not hesitate to reach out. •
Deranecque Sims, CPE, ENP, is Director of the Crittenden County (Arkansas) Emergency Communications Center where she promotes personal and professional development, clear and transparent communication, and positive employee engagement. She holds a Bachelor of Science degree from Christian Brothers University.
