Designing to boost dispatcher satisfaction
In the first part of this conversation we recognized why the work environment is a meaningful part of employee engagement and retention strategies, especially for PSAPs. Despite high performance marks, comm center managers struggle to maintain morale and full staffing. This is due, in part, to the fluctuating physical and psychological stress cycles inherent to 911 dispatching and the perceived inability to control the comfort level while at the desk. According to Adam Timm, 911 dispatch workplace expert, "… if the “human factor” isn’t taken into consideration, [you’re] left with a workforce that’s maxed-out, stressed-out, and calling out sick."
Satisfaction + Engagement = Retention
The Employee Engagement: Impact of Workplace Design study supports Timm's assertion. The Workplace Design study concluded 88% of highly engaged employees perceived they had control over their work experience, and only 14% of highly disengaged employees felt similarly. When employees are empowered, organizations can leverage that feeling to help increase engagement and satisfaction levels.