Webinar Recording: Creating an Environment of Positivity and Continuous Improvement in 9-1-1
The panel included Ivan Whitaker, Executive Director of VECC (Salt Lake Valley Emergency Communications Center), and Ty Wooten, founder of Positive911, alongside the moderator, Scott MacDonald, CEO of GovWorx. The audience turnout was strong, reflecting widespread interest in improving morale, retention, and performance in emergency communications.
Challenges in 9-1-1 Today
- Retention crisis: Very few new hires view 9-1-1 as a long-term career. Many leave during or shortly after training, contributing to chronic turnover.
- Training fatigue: Supervisors and trainers face burnout from the constant cycle of onboarding and retraining.
- Feedback gaps: A recurring theme was that telecommunicators often report receiving feedback only when they make a mistake, leaving them uncertain about their strengths or overall performance.
- Morale impacts: Negativity bias and punitive QA processes further reduce morale and increase the likelihood of attrition.
Recognition and Feedback
- Recognition isn’t just a “feel-good” add-on; it is directly tied to morale, reduced sick leave, and improved performance.
- Positive reinforcement builds habits. When excellence is noticed and celebrated, it is repeated.
- Several examples of public recognition boards or systems that highlight positive caller feedback, reinforcing a sense of pride across the team.
- A key survey question posed: “How often do you get feedback?” most telecommunicators answered “only when I mess up,” underscoring the need for change.
QA, Training, and Continuous Improvement
- Traditional QA in 9-1-1 has often been seen as punitive, focused on mistakes and compliance checklists.
- The panel explored how QA and QI can evolve into positive, growth-oriented processes that improve retention and center culture.
- Supervisors play a central role. With the right tools, QA can:
- Highlight strengths alongside opportunities for coaching.
- Provide transparency and fairness in evaluations.
- Support structured career-long training (“train to retain”) instead of just checking boxes for new hire readiness.
- Emerging AI technologies (like CommsCoach) were noted for their ability to scale QA, surface meaningful insights, and transform evaluation into a platform for feedback and development.
Key Takeaways
- Recognition drives retention. Positive feedback and reinforcement are essential for building morale and keeping telecommunicators engaged.
- Shift QA from punitive to constructive. Evaluations must highlight excellence, not just errors, to be effective for improvement.
- Support supervisors as leaders. They have the greatest influence on morale and retention but often lack structured training themselves.
- Training must evolve. “Train to retain” emphasizes career-long growth, not just initial competency.
- Leverage technology. Automation and AI can evaluate more calls, provide consistent feedback, and free supervisors to focus on coaching.
Watch the full webinar here: Zoom Video
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This webinar focused on how 9-1-1 centers can foster positivity and continuous improvement as powerful tools to address today’s staffing challenges. Panelists emphasized that recognition, constructive feedback, and supportive training environments not only improve performance but also strengthen morale and retention. By shifting quality assurance from punitive “gotcha” moments to growth-driven feedback, and by celebrating wins both big and small, leaders can create a culture where telecommunicators feel valued, supported, and motivated to stay in the profession.
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