Personality and Leadership as Dispatcher Retention Tools

For over thirty years rapid technological advances,combined with increases in population and demographicshifts, have been among drivers of growth in 9-1-1telecommunicator occupations. In the past decade,dispatcher retention has been further exacerbated byrapid telecommunication advancements, dynamicenvironmental stressors, and high-technologyoccupational opportunities. These change factorshave resulted in an increased emphasis on E 9-1-1staffing issues; they have created a need foremployee retention strategies This case studyexamined relationships between personality andretention of 9-1-1 emergency telecommunicators. Thestudy evaluates linkages between individualcharacteristics, contextual performance, servantleadership, and person-job fit, as related todispatcher retention. Findings indicate significantrelationships do exist between personality andemployee retention, person-job fit, contextualperformance, and servant leadership traits expressedas contextual performance in the sites examined.Further, findings of this study provide a sound casefor on-going investigation of relationships betweenpersonality, Servant Leadership, and dispatcherretention.

Autorentext

Lora Reed, Ph.D. is as an assistant professor of management at Eckerd College in St. Petersburg, Fl. Lora has been engaged in organizational development for over 20 years. This book, based on her dissertation, is intended to assist emergency call center leaders in dispatcher retention. It explores personality and leadership as retention factors.

Klappentext
For over thirty years rapid technological advances, combined with increases in population and demographic shifts, have been among drivers of growth in 9-1-1 telecommunicator occupations. In the past decade, dispatcher retention has been further exacerbated by rapid telecommunication advancements, dynamic environmental stressors, and high-technology occupational opportunities. These change factors have resulted in an increased emphasis on E 9-1-1 staffing issues; they have created a need for employee retention strategies This case study examined relationships between personality and retention of 9-1-1 emergency telecommunicators. The study evaluates linkages between individual characteristics, contextual performance, servant leadership, and person-job fit, as related to dispatcher retention. Findings indicate significant relationships do exist between personality and employee retention, person-job fit, contextual performance, and servant leadership traits expressed as contextual performance in the sites examined. Further, findings of this study provide a sound case for on-going investigation of relationships between personality, Servant Leadership, and dispatcher retention.