PSC - May/June 2017 Issue - 44

CDE #44543
LEARN TO MANAGE. LEARN TO LEAD.

Discover APCO Institute's RPL and CPE Programs.
www.apcointl.org/rpl | www.apcointl.org/cpe

MANAGING PEERS
in the PSAP
By Stephen Martini

P

romoting up the chain. Moving up the ladder. There are a variety
of terms to describe what happens in PSAPs every month. At
some point, some high-performing team member is identified
among frontline telecommunicators to serve as a manager of
people. Whether one-to-one as a communications training officer or oneto-many overseeing continuing education or shift operations, PSAP personnel often earn the opportunity to lead sections of their team. When those
moments arise, team members who were focused on serving alongside their
coworkers are now expected to lead.
Recognizing that process and understanding how things change are critical to the
successful transition from peer to manager.
Here are some practical steps to take when
first taking on this new role and grasping
these critical realities.
STEP 1: TAKE YOUR TIME
SETTLING INTO YOUR NEW ROLE

PSC | apcointl.org

In a healthy organization, promotions
come after a lengthy application and
interview process, rather than a simple
appointment. Likely, when one person

44

is named the new supervisor, at least a few
others are not. New supervisors need to be
immediately concerned with how to build
trust and credibility with their old team
members in their new role. For the first
90 days, be willing to remember your
strengths - what you bring to the table
and why you were selected to serve
as a liaison between administration
and operations.
During this time settling into
a new role, supervisors should
focus on establishing credibility

with their team. According to the APCO
Communications Center Supervisor,
4th Edition, course manual, supervisors
should be clear with subordinates about
relationships. Some supervisors may be
reluctant to discipline former acquaintances
while frontline personnel may feel the new
supervisor will be more sympathetic based
on previous relationships.
The best method new supervisors should
use to set this tone is to seek feedback from
those they serve - asking those down the
chain of command what they expect from the
new supervisor in their new role. Allowing
frontline personnel the opportunity to voice
how they want to be supported allows both
individuals the chance to clearly understand
what they can expect from each other.
Jobvite.com CEO Dan Finnigan stated in
a 2014 INC.com article, "If you move quickly
to communicate with your team about what
you expect from them, you've got a good
start in your new role. But you also have to
look at leadership as being in service for the
people who work for you. This is one of the
things that distinguishes a great boss from


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Table of Contents for the Digital Edition of PSC - May/June 2017 Issue

President’s Channel
On Scene
Public Safety Communications Systems: The Future Is Smart
Evolution of the PSAP
E-Comm: A Model for Consolidated Emergency Communications and Public Safety Support
The Dos and Don’ts of Designing Your Communications Center on a Budget
When Germs Attack – Help Your PSAP Fight Back
How a Scheduling System Can Save Your Sanity
Advances in Quality Assurance and Improvement Software
9-1-1, Show Us Your Emergency
High Performance CPR & CDE Exam
Managing Peers in the PSAP & CDE Exam
Direct Channel With APCO
PSC - May/June 2017 Issue - Intro
PSC - May/June 2017 Issue - cover1
PSC - May/June 2017 Issue - cover2
PSC - May/June 2017 Issue - 3
PSC - May/June 2017 Issue - 4
PSC - May/June 2017 Issue - 5
PSC - May/June 2017 Issue - 6
PSC - May/June 2017 Issue - 7
PSC - May/June 2017 Issue - 8
PSC - May/June 2017 Issue - 9
PSC - May/June 2017 Issue - President’s Channel
PSC - May/June 2017 Issue - On Scene
PSC - May/June 2017 Issue - 12
PSC - May/June 2017 Issue - 13
PSC - May/June 2017 Issue - Public Safety Communications Systems: The Future Is Smart
PSC - May/June 2017 Issue - 15
PSC - May/June 2017 Issue - Evolution of the PSAP
PSC - May/June 2017 Issue - 17
PSC - May/June 2017 Issue - 18
PSC - May/June 2017 Issue - 19
PSC - May/June 2017 Issue - E-Comm: A Model for Consolidated Emergency Communications and Public Safety Support
PSC - May/June 2017 Issue - 21
PSC - May/June 2017 Issue - The Dos and Don’ts of Designing Your Communications Center on a Budget
PSC - May/June 2017 Issue - 23
PSC - May/June 2017 Issue - When Germs Attack – Help Your PSAP Fight Back
PSC - May/June 2017 Issue - 25
PSC - May/June 2017 Issue - 26
PSC - May/June 2017 Issue - 27
PSC - May/June 2017 Issue - 28
PSC - May/June 2017 Issue - 29
PSC - May/June 2017 Issue - How a Scheduling System Can Save Your Sanity
PSC - May/June 2017 Issue - 31
PSC - May/June 2017 Issue - Advances in Quality Assurance and Improvement Software
PSC - May/June 2017 Issue - 33
PSC - May/June 2017 Issue - 34
PSC - May/June 2017 Issue - 35
PSC - May/June 2017 Issue - 9-1-1, Show Us Your Emergency
PSC - May/June 2017 Issue - 37
PSC - May/June 2017 Issue - 38
PSC - May/June 2017 Issue - 39
PSC - May/June 2017 Issue - High Performance CPR & CDE Exam
PSC - May/June 2017 Issue - 41
PSC - May/June 2017 Issue - 42
PSC - May/June 2017 Issue - 43
PSC - May/June 2017 Issue - Managing Peers in the PSAP & CDE Exam
PSC - May/June 2017 Issue - 45
PSC - May/June 2017 Issue - 46
PSC - May/June 2017 Issue - 47
PSC - May/June 2017 Issue - 48
PSC - May/June 2017 Issue - 49
PSC - May/June 2017 Issue - Direct Channel With APCO
PSC - May/June 2017 Issue - cover3
PSC - May/June 2017 Issue - cover4
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