R2005-34 ACCEPTING PROPOSAL AND AUTHORIZING AGREEMENT

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� To: Deputy Chief David Slade From: Kevin Willett, PSTC Instructional Coordinator Date: February 14, 2005 Re: Decatur Police Hiring, Morale and Training Proposal Your memo helped immensely in proposing solutions and ideas for the Decatur PSAP. We appreciate your candor and agree that many agencies across America are experiencing similar issues. Luckily, they experience their issues one at a time. You unfortunately have a "perfect storm" and the ship is heading to the rocks. I hope we are chosen to be your dispatch coast guard to make the rescue before the ship hits the shore. Step #1 —TRUST and LISTEN! We need to get into the minds and souls of your staff. Starting with the line level staff, then the trainers and finally the supervisors, we need to gain the trust of the team and listen to their valid complaints. We are fully aware that dispatchers can sometimes be their own worst enemies by terminal complaining. We'll do a combination of individual and group interviews, team meetings and talking with groups of trainers and supervisors. If we can get the PSAP team to agree on priorities, we have the first hurdle behind us. We are sure this has been tried intemally but as consultants and dispatchers, we are able to gain a unique level of trust within the team in most cases. Many of your staff have seen us at conferences and training classes and as such, they already like or respect us. This will be a huge positive as there will be little time wasted breaking through barriers of'�nrho are these guys?", "why should I tell them anything?"and similar comments. I would also suggest that we set a meeting with important share holders like patrol shift supervisors, the union and others that will benefit from our goals being met. Having a third party like PSTC having an adult chat with the union representatives and the union itsel# may buy us some time and support to work together for success. Step 1.5—HONEST, ADULT FEEDBACK PSTC Consultants will work together with Decatur administrators to build a message and set the priorities. These will be set based on our suggestions to you, the PSAP staff priorities and Administration goals. We need to set an expectation of quality, professional employees working together to provide exceptional service to responders and the community. Anything less is unacceptable. At the same time, the Administration has to make a commitment to provide training, respect, appreciation and emotional support to any PSAP employees that see and live the vision and message of the Decatur Police and the PSAP. Once the message has been molded, we need to live it and set goals that are quickly attainable. Dispatchers are an instant gratification driven group. We need to show some action to gain satisfaction of the team.