planning
What does a future fire officer look like?
What traits do you believe make a firefighter a good candidate to promote to Company Officer? I asked several fire service colleagues the question: What traits to you look for in firefighters as potential company officers? Two of those colleagues, Fire Chief Bud Backer and Division Chief Susan Tamme, provided some really good insights back to me via e-mail. I could only use a few of their comments in the finished article, but the rest were so good I just couldn’t leave them on the “cutting room floor.”
Be Proactive: Marketing Fire and EMS
The reality that's "hitting" home with many Fire & EMS organizations today, however, is that their citizens do have a choice. In the current economic climate, where most local governments are having to make tough fiscal decisions, elected officials and their constituents are making "buy" or "no buy" decisions regarding the public safety services for their community. Don't believe it? Look at how many cities, towns, and counties are laying off personnel, closing fire stations, cutting back on non-emergency services, etc.
Delivering Customer Service with Lights and Sirens
A Fire Medic Perspective: Delivering Customer Service with Lights and Sirens. Rom Duckworth discusses how a culture of customer service can work in the real-world with retired Battalion Chief (and prolific author) Rob Avsec.
Critical Volunteer Issues: Finding Practical Solutions?
From the volunteer fire company perspective, they were getting people in and getting those folks the required training, but then they were not able to actively participate in service delivery. There was a broad-based feeling (revealed when we conducted focus groups with volunteers) that all they ever got to do was “be the backups”.
Let’s Review: The Fire Services Financial Management Model
Not so fast! Are you still telling your stakeholders what YOU need or are you telling them what THEY need? In his best seller, The 7 Habits of Highly Effective People, the late Stephen Covey calls this “seeing the issue from the other person’s frame of reference and crafting your message so that it comes back to them through their frame of reference.”
How are Your Organizational Competencies?
I certainly support the idea of pursuing accreditation by those organizations that have the resources, e.g., people, time, and money, but what about those who don't? Well, for those departments I'd like to suggest that they use my "homegrown" template for identifying what's important in their service delivery so that they can then collect the data to determine, How are we doing?
What is the Cost of Failure?
By conducting an ICOF analysis, a department’s leader would provide an objective process that can help break down those informational “silos” so that all managers...
More Customer Service Skills for Firefighters–The Wrap-Up
Reminds me of the story of what happens when you throw several lobsters into a lobster pot to cook. When one of the crustaceans tries to climb out of the pot, the other lobsters pull them back into the boiling water.
Get Community Commitment to Your Community Risk Reduction Plan
By choosing to use social media tools to engage the stakeholders in its community in developing the Community Risk Reduction plan, Cutting Edge County is giving those same stakeholders an opportunity to become skilled and practiced in their use.