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What Does It Take To Be A Firefighter Anyway?

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Being a firefighter is real work and not for the faint of heart. If dirt bothers you, go get another job.

We should make getting into the fire service at least as hard as trying to get into the NFL. If everyone wanted to be a firefighter when they were growing up, most of us also probably wanted to play football. The NFL has all kinds of hurdles to cross to get a job there: the Wonderlick, the combine, scouting, etc. In some fire departments, all you have to do is fog a mirror, and even then, I wonder if that is even a requirement.

When all hell has broke loose in our lives, who better to see than the fire department?  If the people we are recruiting can’t even solve the simplest of daily problems, what makes us think that at 0200 with the roof falling in on us that there will be sudden improvement in judgement and reasoning?  It again goes to my post of the other day about being cognizant of what we do and don’t know.  Some of these folks are so sure of what they think they know, that it makes them dangerous to those of us who know that we can’t possibly know everything.

Thus the survival instinct of the crustiest among us: situational awareness.  We know that with Murphy lurking around every corner and maintaining a skeptical eye on most every situation, we aren’t entirely surprised when things go wrong, because we figured that they would anyway.  It’s like some of the newer guys I talk to think that just because they studied it at the Fire Academy, it is going to go like the plan at every incident.  I don’t know how you teach someone to be a little less optimistic, but if we can figure out how to do that, we might get some of the problem licked.

But that isn’t all; there’s something to be said about the mentality of “heavy lifting” that escapes some of our new hires around the nation.  They seem to think that the problem is solved when we arrive and that it’s all going to be blood and glory.  Then they become disenchanted when they’re mopping up vomit off of Mrs. Smith’s kitchen floor after the rig has taken her to the hospital.  Our job requires us to tough it up and do what is necessary, whether we like it or not.

A little less bitching and a little more effort would go a long way.  Your truck isn’t running perfectly?  Well, sorry: For years I held apparatus together with duct tape and superglue.  Suck it up and do your job.  If something doesn’t work, roll with it.  I took a lot of pride in knowing that I could do whatever job necessary with whatever I had with me, or at least knowing where I could make something work in the meanwhile.  Nowadays it seems like if the least little thing goes wrong, people are throwing their hands in the air and giving up.

So here’s what it comes down to: We must figure out a way to test individuals for resiliency and determination, while also measuring their ability to understand that if they want the glory job, they should have probably worked harder for that baseball scholarship. There is no glory in our job.  Put away the wacker lights and the Bad-Ass Firefighter t-shirt and know your role.  If you aren’t out running calls, be grateful that you get to have a night of sleep and that no one became homeless last night because their house burned.  And if glory and fame is what you want, go form a posse and hang out with Lindsey Lohan or something.  We’ve got a job to do.

Evolution And You

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You can choose to keep your head in the sand or come up for air. It's really YOUR choice.

In an uncharacteristic Firehouse Zen moment, I’m going to share some not-so-heartwarming news with you: If you fail to evolve, you will die. It’s not all about cheerleading and mentoring. Some of this motivation has to come from the subject themselves. If you are not intrinsically motivated, you can only be kicked in the head so many times before it’s time for us to move on to someone who genuinely WANTS to succeed.

I am inspired by this post from the New York Times that discusses what is known as the Dunning-Kruger Effect — our incompetence masks our ability to recognize our incompetence. In essence, some people are so stupid, that they don’t even recognize that they are that stupid.

It’s like the contemporary fire officer who continues to discuss his or her lousy computer skills.  Do you know one?  While twenty years ago, it might not have been a big deal, but virtually everything we do these days as a company or chief officer requires a certain understanding of how to complete forms, create documents and memos, and to analyze data.

I don’t know of a single department in the nation who is still using a typewriter to perform these tasks, although I’m sure someone will pipe up and claim that distinction.  Unless you are some superstar fireground tactician, I don’t know anyone so gifted that they can forgo the skills required to cover the administrative requirements of the job, and those skills include basic computer use.  Claiming you can’t work a computer just doesn’t cut it in the 21st Century; if you are so confused by a word processing program that you can’t manage to put out a coherent memo, it might be time for a career change.

But this isn’t a rant about not being able to use a computer.  The point is that as times evolve, so do our jobs.  You can complain about it and moan about it all you want, but the expectations placed on us as leaders require us to understand and manage change. You may not be an early adopter, in fact, you might be the last one dragged kicking and screaming to the next level, but at some point, you must make the change or expect to become irrelevant.  As a company officer, your redeeming skill might have been that you could last the longest in a smoky room without puking your guts up, but now that we have methods to skip that desired attribute, you’d better polish some of your other abilities up soon else you will be yesterday’s news.

We must constantly evaluate our knowledge, skills, and abilities and determine what we can do to evolve.  If we fail to do that, we are dooming ourselves to obsolescence. If retirement is within your sixty-day window, that might not matter to you, but if you plan on hanging in for the next few years, I suggest you learn more.  You have to be smart enough to realize you don’t know everything and certainly not so stupid that you think you do.

Dedication to Customer Service

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How dedicated to serving your public are you? We seem to pay a certain amount of lip service to “serving the public, 24/7, 365″ in our mission statements. I always hear how proud we are to “serve”, but do we draw the line at putting out fires? Carting them to a medical facility? Or are you in an organization who will put someone back in bed or stop a leak until a plumber can get there?

I hear about all-hazards response all the time, but do we draw the line at “hazards”, or do we raise the bar a little? While I don’t advocate anyone in our jurisdiction calling 9-1-1 because they need help completing their tax return, if a situation really does affect our customer that they had to dial that number, aren’t we charged with understanding how this is perceived as an emergency before saying we won’t help?

My wife owns a flooring company. While a floor product delivery may not constitute an emergency issue to you, to her company, when a customer needs a product someplace at sometime, if it isn’t there, it creates issues that may effectively stop the completion of the project, be it a remodel or new construction.  This week, a delivery had to go from the manufacturer directly to the project location in another state.  To the trucking company, excellent customer service was a non-issue: After neglecting to send the materials in a truck with a lift gate, they decided, “Oh well, you’ll just have to wait until we can get a truck to do that later.”  Later being three days later.

They had a pretty blase attitude about the whole thing, despite the fact that they were contracted to deliver something, they had an obligation to deliver it at a certain time and place, and being the subject matter experts on shipping, should have probably realized that they weren’t going to just hand-carry 3900 pounds of product off the truck (especially since they had to use a fork-lift to get it on there). Then to compound the issue, they weren’t very careful about how the product was loaded and they damaged some of the pieces. Again, “Oh, well…”

Dedication to customer service requires a “can do” attitude; it might seem to be outside your scope of practice, but depending on what your marketing strategy happens to be – and make no mistake about it, your mission statement and vision is your marketing strategy when you are fighting for ever-dwindling tax funds or donations – your organization will be faced with very specific situations in which you will have to stretch your resources to “make it happen”.  In our case, we rented a truck, picked up the material from the trucking company and delivered it ourselves.  The customer was completely thrilled.

In my wife’s company, we hope our efforts will be recognized in customer loyalty and a willingness to pass the word on. In emergency services, we hope that the care we take with each challenge is shared loudly when budget time or the annual fundraiser comes around.  You can draw the line where you choose, but in these times of limited funds, can you afford to ignore the added value of extraordinary customer service? It is extra effort that will distance you from the rest of the pack.  When a decision must be made between funding an analysis of the migratory path of earthworms in your community and cutting firefighters, that’s ammo you can’t afford to ignore. The next time you are drooling over your wish list and realizing you can’t afford things, remember the choices you made as to where you drew that customer service line.

Power Is Like A Flame

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Power is like a flame. If you hold it too tight, it can smother. If you hold it too tight it will also burn. And like fire, it can be beneficial, or conversely, it can hurt others.  It needs fuel, oxygen and a source of heat and likewise, power needs fuel, fresh air, and energy or it can’t be sustained.

When you get power, give it away.  You’ll be surprised at how fast it returns to you.  In fact, the more power you give, the more it comes back.  If you empower those around you, they are eager to return the power to you.  Those who hold power close to their heart and fail to share it are doomed to see it die off.  If you fail to empower those around you, they begin to resent your power and want it for themselves, and when they get it themselves, they see your example and won’t share it, much less give any of it away.

Those who are confident know that their power actually comes from others and are comfortable with that.  In doing so, people are comfortable with handing it to them, because they know it won’t be used against them.  When you give power, you gain trust, and trust is the most important element in any relationship, especially with the people you hope to inspire.

Your Fire Department Bucket List

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The ladies dig the sunset at Bryce Canyon.

Recently I spent ten days on a working vacation.  Beginning in Las Vegas, I fulfilled my attendance at the NFPA conference and the moment I closed my computer, we hopped in a rented RV and hit the trail for Zion, Bryce and the Grand Canyon National Parks.

This tour of the Southwestern US being on quite a few of my friends’ “bucket lists”,  it got me thinking: what kind of emergency service organization would be on someone’s “bucket list” of an organization people want to be affiliated with, or have serve their jurisdiction, or to just go and visit?  Or like the list of “any four people you’d like to invite over for dinner”, what four influential fire and emergency service rock stars would you like to invite to the station’s kitchen table?  Who would you like to have sit in, grab a coffee, and just talk about their vision, or war stories, or just talk crap?

Let’s hear from you all: What departments do you think are “bucket list” worthy departments? Why? Who would you invite to your station?  If they’re still alive, do they KNOW you feel this way? (You’d be surprised; some of these guys out there aren’t above hopping in the truck and showing up).  Fill me in and share some names of the fire service people you admire the most.  Okay, this is the interactive part: don’t be shy, just use that ol’ comment button over there and let fly.  See you in a little bit…

The Weekly Weasel – Your Jealous Eyes

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Stand back, mortals.  I've got this under control.

Stand back, mortals. I've got this under control.

Remember Shakespeare’s Othello? Iago is envious of Cassio, who has recently been appointed as Othello’s lieutenant.   Iago then plants “evidence” of an affair between Cassio and Othello’s love, Desdemona.  In the end, people get killed, suicides occur, and the plot is exposed.  Your basic Shakespearean tragedy, as it were.

From the start, Iago tries to convince the audience that he loves Othello.  So it is of this saga that I am reminded as I enter into a meeting with “Lt. Iago”.  His need for a meeting revolves around his concern about how personnel might be losing respect for “Lt. Cassio”.  Of course, Iago brings this situation to MY attention because he is “genuinely worried for him”.  To say I am skeptical would be a gross understatement.

While Lt. Iago’s discussion has ever the slightest hint of merit, I sense the underlying reason for the issue being brought up in the first place: envy.  Iago wants to be in that rock star category like Cassio is.  Iago doesn’t have any hope of this because people don’t like to work with him.  You want to know the reason why?  Because of moments like these.  If you screw up, it’s not a learning moment, it’s a chance for Iago to prove how good he is and what a dumbass you are.

You see, Iago is a star performer in his own right.  He’s smart and driven.  Although ambition is a good thing, stomping on the fingers of everyone you are climbing over doesn’t earn you any sympathy when you fall.  Occasionally even, someone reaches up and yanks you down as well.  Iago simply doesn’t know when to rely on his own record of accomplishments rather than to resort to innuendo and plotting.  Iago, hero to us all, brings the problem forth in the name of “upholding our high standards”.  While I have much bigger issues to worry about, Iago has saved the day from the trivial.  His subtlety is truck-like in its dimensions.

Envy is characterized as a resentment of circumstances, an emotional and behavioral response toward a perceived relational threat.  Jealousy and envy have over the ages gone hand in hand.  Often, the words describing the two feelings are interchangeable.  But while jealousy is a protective reaction to a perceived threat (to a valued relationship), envy is better characterized as ill will toward someone who has something the other wants, but feels that because of unfair circumstances, they do not have.  Thus, Iago and Cassio.

Iago wants what Cassio has; respect.  Cassio has respect from the masses because he is hard working, dedicated, and knowledgeable.  Cassio also has his own issues, but he addresses his issues and deals with them.  Faced with issues, Iago assumes that everyone else is an idiot.  Cassio solves problems; Iago points out the weaknesses of others.  Of course, I could fall prey to the temptation to tell Iago, “Hey look, Cassio has problems too”.  I would hope you realize this isn’t a good idea, even though it could illustrate that yes, on the face of it Cassio is a superstar, but we all have our own issues.

How do you deal with someone like this?  The first order of business is to not give in to it.  While you must listen yet filter out the crap, the time that is spent listening to Iago is worthless from the standpoint of convincing him to get with the program.  He needs to get re-focused on doing what he is good at and spend less time worrying about what everyone else is doing.

If Iago is simply venting, it is one thing, but if he is actively spreading rumors or creating problems, as the supervisor it is imperative to deal with facts and to get the rumors out of play.  Short of keeping Iago at arm’s length, I don’t know what else you can do other than to watch out for him.  Today it’s Cassio, tomorrow it could be you.  Unless you’re like me and wouldn’t mind going back to the truck company, it’s hard to maintain objectivity when you know someone is gunning for you, especially someone like this.

My best advice, don’t be like this person and stand clear of anyone like him.  Always treat them fairly, but suspiciously.  Never give them an opportunity to stick it to you, no matter how tempted you might be.  Iago isn’t your drinking buddy, he is a man of opportunity.   If you provide the moment, don’t be surprised if your chip gets cashed unexpectedly and you’re left holding the bag.

To My Facebook Friends

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The other day I succeeded in putting a U.S. Army SAR Technician together with a state US&R asset in Tennessee.  I supplied my girls’ swim instructor names of friends who have run the Chicago Marathon.  Later in the evening, I was contacted by a friend who had another friend needing examples of state mutual aid agreements.  Years ago, not only might I not have known the people to put these friends in touch with, but I might not have even known the people asking either.

While I created Firehouse Zen to educate others, my Facebook, Twitter, LinkedIn, and Firefighter Nation accounts have become essentially my “research sources”.  The more minds I can get exposure to, the more likely it is I am going to get an idea from somewhere, or be able to answer a question, or just generally help.  While there are still a few skeptics, I know of many who find this new frontier exciting and intriguing.  It is apparent that electronic media and social networks have really begun to find a place in the emergency service world, if used correctly.

Knowledge is most certainly power; your network is the essential element in communicating that knowledge.  It used to be that you would have to attend dozens of conferences a year to connect with others, now I can do it from the desk in my office, or on a good day, on my porch with my toes in the pool.  Day after day, social media is revolutionizing our industry.  The more people you can connect with, the more likely you are to have an answer if called upon.

Although these applications were designed for socialization, many of us realize the utility of having access to names from all over the globe.  These contacts are not only from within our ranks but from business, NGOs, military, and a host of other classifications we once didn’t have ready access to, people who may have faced similar challenges and can provide insight, or people who might at least know a source for further inquiry.  While there are downsides, there are upsides we haven’t even begun to touch on yet.  I continue to add pretty much anyone who asks to “friend” me, mostly because I’m not looking for exclusion, I’m looking for inclusion.  I want anyone who wants to gain access to what I know to be able to, and likewise if they have something to share with me, to be able to do so easily.

So here’s to you, my Facebook buds, my LinkedIn compadres, and all of the rest of you out there who provide me a secure base of information, education, and friendship.  And to those of you who aren’t yet, feel free to come by and friend me, because while today you might have something I need, hopefully someday there’ll be something I do to return the favor.  Reach out and meet some people.  Like they say at Disney, “It’s a small world after all”.

Risk vs. Reward and Patient Advocacy

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An OLD shot of Savannah's LifeStar landing for a Hilton Head Island F/R medevac.

The SC-TF1 Director copied an article to our command staff that I found interesting.  It ran in Popular Mechanics titled Unacceptable Risk (I couldn’t find a direct URL for it, so here’s the pdf: HelicopterCrash).

Our organization allows paramedics on scene to request a medical helicopter evacuation with a minimum amount of oversight by the medical control physician.  Being a paramedic myself, I know when to call for a flight and when not to.  I am not about to call for a chopper to take a patient to a hospital for a broken foot, and likewise, I am intelligent enough to be able to assess a patient and opt to fly them to a hospital that has the resources to help my critically injured victim.  I am appalled at some of the case histories where someone was flown out for a routine (very routine) injury and consequently, I know of agencies who simply won’t call for a flight, regardless of the need for it.

How bad of a medic must you be that you can’t tell the difference between a potentially life-threatening injury and one that can be transported by ground to a hospital?  If I’ve got an altered patient with a potential head injury, I know they need to go to a trauma center.  So what if I have to go on an out-of-jurisdiction transport to the trauma center- it’s what we do.

Regardless of whether or not the aeromedical evacuation of a patient is risky and may or may not have tangible benefit, the decision must come to this: What do I need to do for the best interest of the patient? I don’t care if you don’t like the way they look, or they stink, or you are tired.  When you became a medical response professional, you probably took an oath that involved a statement like “Above All, Do No Harm”.  Our jobs involve making sure our patients not only get care, but that it is the right care, it is not care that is provided at a huge cost because we were too lazy to do our jobs, and that the patient’s rights are maintained in their treatment and transport to a medical facility (or not).

Just as I wouldn’t make you take a treatment that could possibly kill you in order to cover my ass, ordering a helovac for a finger amputation isn’t in my first line of thought.  And I know I curse and fuss when I DO call for a chopper and a spot of rain on the pilot’s windshield causes them to scrub the mission, but you know what? I’m a big boy- I’d MUCH rather you err on the side of keeping your crew and my patient safe and I’ll deal with the fallout otherwise.  But to just say, “All patients go by air” or much worse, “No patients go by air” is ridiculous.

Maybe like everything else, we need to stop applying a broad brush to a situation and do our jobs, by appropriately assessing our patient, determining their logical needs based on mechanism of injury, observable findings, and our experience, and make a good call as to what to do with them.  If we ca’t do this much, it’s no wonder we continue to have to convince people we aren’t just “ambulance drivers” but real, live, medical professionals.

Keep It Short

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Try not to cram EVERYTHING into one package.

The essentials, crammed efficiently into a manageable package. Think of it as "concentrated excellence".

I’m trying to determine what my readers want (and don’t want) in the way of improving FHZ. Unfortunately, I get intermittent feedback from you all, so I have to rely on hits to tell me where I am and am not. One thing I have noticed: when I have a short post, I get more hits, thus, these must be things you wish to read (or have time to).

In the spirit of continual improvement, I’ll post more often but shorter.  So I’m going to set a goal of saying what I have to say in less than (or close to) 700 words.  If it takes more than that, maybe it needs to be broken down into digestible chunks.  We’ll see how that works, but I have no desire to decrease the quality.  I’m looking to bring what YOU want to the blog but to stay within my niche.  We have plenty of bloggers on here to share their own particular specialties.  Until I get this straight, bear with me and let me know what it is you are interested in (knowing I am focusing on leadership and change issues and keeping things ethical and G to PG-lite).

As a result of the subject matter I deal with, it is pretty hard to keep things short; my goal is to frame social issues within our industry (and outside it) in a context we can all understand.  I tend to use a lot of examples and metaphorical discussions to do this, while encouraging visionary and innovative practices.  I’d say we want to re-invent the way we lead in emergency services, but we can’t even define emergency services on a daily basis.  So feel free to say your piece, tell me what you think we need right now.  Stay safe; know what is going on around you at all times and let’s all go home in the morning.

Bravery In The Line Of Fire

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Later, man.Mark Glencourse’s recent decision to end the Medic 999 blog has certainly struck a sympathetic chord with many of us in the emergency services blogosphere. We all tread the finely defined line of sharing our experiences for the sake of educational and informational purposes on a regular basis knowing that we are one troll away from internet chaos and either a loss of our jobs, public lynching, or worse. There’s a reason many of us require authorization before your comments post; one ill-phrased comment can be the same as someone throwing a road flare into a packed movie house.  Next thing you know, people are yelling at each other, getting ugly, going after whomever happens to be in the way, then voila- all consumed, the masses move on to leave you, the theater owner with your smoking rubble pile (i.e.; your life and career, or what’s left of it).  It’s a tough crowd sometimes.

Plenty of blogs exist just for the sake of venting.  The origins of the web log are in a diary format and meant as a way for the blogger to share his or her feelings and observations with others.  My site was meant to be different, just as I would bet the rest of the blogs on the FireEMSBlog Network were.  Mark’s efforts were pioneering like many of the rest of my fellow bloggers.  Many of us saw this format as a way to immediately reach the masses with timely messages.  But not only that, I think Mark set an example of a blogger that took the high road consistently, so much so that he and Justin at The Happy Medic were able to inspire Thaddeus Setla to team up for developing the Chronicles of EMS series.

While Mark and many of us chose to blog openly, for a long time I used to get a little frustrated sometimes with the people who choose to hide behind a psuedonym.  Looking back on it, sometimes I wish I had stayed anonymous, since the longer I do this, the more I realize it’s probably not a bad way to be able to say your piece without being taken out at the esophagus.  While I publish any comment for or against my views, except spam, there have been a few unnerving moments when I would read a comment and know a potential spark was heading toward the hot zone.  The nature of my blog keeps that to a minimum, but I have read others that have turned pretty emotional.

The subjects of change and leadership cover some dangerous ground.  You can be courageous and try to influence positive growth, but from time to time, leaders get attacked, especially if what they say is unpopular.  Just ask Gandhi, or JFK, or Martin Luther King, Jr.  how dangerous leading can be.  While on this site I haven’t gotten into what I consider the “daily grind”, I have discussed some best practices that apparently don’t sit well with everyone.  Some of my long-time readers might remember the series I began on credentialing that went south when a few individuals disagreed with my assessment of the current landscape.  Not only did they choose to attack me, but my employer as well (they were pretty good natured about it, considering, which goes to show how supportive my bosses are of this endeavor).  Likewise, I got an e-mail recently from someone I consider a friend, who, having read something I wrote, took it as an attack on him.  Nothing could have been father from the truth.  While there were others involved in the situation that I felt deserved some well-placed rage, I never meant to question this individual’s commitment or bravery.  But like everything else, when you are enmeshed in a situation, no matter what side of the fence you happen to be on, sometimes the firing gets a little too close.  If you happen to be standing nearby when the grenade goes off, just supporting the leader may blow up in your face, no matter how much you wanted to help and how good your intentions.

So to keep this from going on much too long, I’m reminded that I wanted to tell you all this story: I recall an event from my recent past where I was doing my station rounds; a firefighter, who obviously saw my “certificate book” years ago, when I happened to visit his station pulled out his similarly crafted three-ring binder which makes keeping track of certificates a little easier.  While mine is pretty full after thirty years in this business, this young firefighter had a pretty impressive start and I congratulated him on the many trees that were killed in pursuit of personal excellence.  Of course, this event became the equivalent of a measuring contest and soon the other crew members were bringing out their own versions, ranging from a file folder to what looked like a scrapbook.  Thus, the Zen Master saw a little teaching moment.

I wished I had my book at the time, but when I took all of the other books and stacked them on top of one another, they made a nice pile.  The crew members were laughing a little nervously (okay, where’s the chief going with this?) when I made a BIG deal out of this stack.  Then I turned to the bunch and pointed out that while this was quite an assembly of awards, the entire pile was worth NOTHING if the knowledge and experience that the stack represented wasn’t shared, either by teaching, relating it to others, or simply by setting an example.  Mark got that idea early on and decided he wanted to share his ideas, albeit in a method that many don’t understand or even try to appreciate.

Medic 999 was and remains an excellent blog.  Mark did a great job with it and he deserved the honor of Fire/EMS Blog of the Year he got last year from a popular vote.  As I mentioned earlier, Mark and Justin’s story of reaching out to one another across the pond and a continent (depending on which direction you flew, I suppose) was inspiring and certainly newsworthy.  And above all, the situation he finds himself in now, I have been close to before and there but for the grace of God go I.  I’ve been fortunate to have an employer who, while keeping their distance and reaffirming their legal requirements to maintain privacy, have also been supportive of my need for creative expression (so long as it is done off-duty and on my own computer).  It is here in which we have our last leadership lesson of the day.

Every now and then I have to endure an occasional comment from the “less-than-enlightened”; or “LTEs”, as I like to call them. Like as in “Battalion Chief Lite” or “Firefighter Lite”- you know, looks like one, MAYBE tastes like one, but we all know somehow, when you turn it to the side, you see it is just a facade (or like in beer, it never tastes as good as what it is advertised to be).  When you have a lot of these Lites hanging around, it really makes it hard to do your job.  While it gives those of us a never-ending source of material to write about, these individuals can quickly make your life miserable and wear you down.  If they are your boss, they can make it impossible to be innovative and visionary.  I have been fortunate to work with people who realize the power of knowledge and desire for us all to share (appropriately) what we know.  Others aren’t quite as fortunate.  If you find yourself in the position of being the big cheese and you have some real go-getters, do you want to be known as the chief that took off the leash and encouraged facilitated excellence?  Or do you want to be known as the Stalinist who shut down all original thought, suppressed creativity, and required everyone to march in lock-step?  In this day and age, we should all be reaching out to not only understand where we have been, but where we need to go.  Mark was reaching ahead of himself, not behind.  If you can honor his decision to make the choice, the best way is probably to learn from his experience, share it with others, and to strive for excellence.  While you may not be able to choose to blog, you can teach, you ca mentor, and you can certainly patronize those of us who can bring it to you.

Good luck, Mark.  Vaya con Dios.  Visit often and know that I’m hoisting a drink in your direction. Cheers and thanks for leading.

Tolerance

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Take the time to understand others' points of view.

Take the time to understand others' points of view.

There is a great deal of controversy on the internet at any given time, but the postings between people we should be working with are getting to the point where they are troubling.  Heated rhetoric, personal attacks, and just out and out anger are more commonplace now then ever.

I posted this on my Firefighter Nation profile the other day in response to some of the discussions I have seen on other blogs lately.  If there’s anything I learned from doing research, is that even the military has come to understand that if combatants don’t appreciate adversary culture, they are likely to make assumptions that could jeopardize their mission. As a result, enlightened commanders take the time to immerse themselves in cultural education and counterintelligence to fully comprehend the aspect in which an adversary may approach a problem.  As a born cynic, my first viewpoint was that the understanding could be utilized to manipulate weakness or strength to be used against one’s adversary, but as I have grown older (and hopefully, wiser), I have found that in conflict management, many arguments could be simply defused by just toning down the language and accepting others’ viewpoints for what they are: opposing viewpoints.

This text was shared with me by a friend some time ago, but I wanted share it with you all in the hopes that maybe it could provide some perspective:

(Paraphrased from Dhammavadaka):

Remember always that you are just a visitor here, a traveler passing through. Your stay is but short and the moment of your departure unknown.

Speak quietly and kindly and be not forward with either opinions or advice. If you talk much, this will make you deaf to what others say, and you should know that there are few so wise that they cannot learn from others.

Be near when help is needed, but far when praise and thanks are being offered.

Take small account of might, wealth and fame, for they soon pass and are forgotten. Instead, nurture love within you and and strive to be a friend to all. Truly, compassion is a balm for many wounds.

Treasure silence when you find it, and while being mindful of your duties, set time aside, to be alone with yourself.

Cast off pretense and self-deception and see yourself as you really are.

Despite all appearances, no one is really evil. They are led astray by ignorance. If you ponder this truth always you will offer more light, rather then blame and condemnation.

Maybe some of you will take this for what it is worth and be a little less likely to fight with one another. Maybe you will continue to disregard any advice toward making peace with your brother firefighters and EMTs. But maybe if some of us kept our mouths shut and listened more, we might learn something. And further, maybe we need to be tolerant with some of the newbies and try to encourage their learning.

There is always a place for understanding the culture and approach of others, because you can then frame your discussion in terms which they can understand.  Be more open to ideas and accepting of others, and in the end, you will reach them because you can appreciate where they are coming from and they will appreciate that you took their sides under consideration.

Squirrel In The Middle of The Road

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Our job entails more than responding to emergencies.

Our job entails more than responding to emergencies.

The other day I was sitting at Coligny Circle, which is a pretty busy spot on our Island.  I was actually trying to get some work done using the Town’s open WiFi connection there, rather than watching squirrels running out in the road.  A long time ago I wrote (in my first blog ever, over on FirefighterNation.com) about how some people make decisions like a squirrel decides whether it is going to cross the road: first this way, then realizing impending danger – that way – then thinking maybe that was a bad idea – this way…then the awful crunch of tire meeting squirrel.

Now as some of you know (who have been following me for a while) I’m not crazy about squirrels.  But while continuing to battle with the squirrels in my yard and despite my general impression that they are just rats with bushy tails, I still don’t really wish them any harm. While I would not come to a screeching halt to avoid hitting a squirrel with my car, I’m certainly not going to swerve to hit one, and I’ll even slow down to give them the benefit of doubt.   But just because I don’t really care for them, I still at least respect them as an adversary and I would never go out of my way to hurt them.

Well, it’s like that with you all and my other fellow beings; I respect you and your thoughts, I pray for your souls and your enlightenment, and I’d never go out of my way to hurt anyone. I’d even avoid doing so if I could.  But at some point we will come to a critical intersection where your indecision matches up with my desire for forward motion and we revert to that law of physics where an object in motion will continue in motion unless acted on by some outside force.  Are you getting it?

I have little to no patience with the status quo, especially if staying with the status quo serves no purpose.  I was remarking this morning to a friend that many “leaders” are afraid of the unknown because they don’t know how the unknown is going to treat them now or their legacy later.  It may be that the future holds them to account for their inabilities, their failures, or their inequities.  The status quo provides comfort.  The status quo provides reassurance.  If we know that the future is the status quo, we can control that. Everything else is shrouded in mystery.

If you live your life afraid of what is about to come, you will be afraid to take any chances.  If you live your life afraid of what is about to come, you will be cautious to the point of avoidance when an opportunity arises.  If you fail to take a chance when an opportunity arises there will be no growth.  While there are places for leaders who simply maintain peace, if your world is in constant turmoil, as a leader you must strive for change.  If your world in constantly evolving and you fail to grow with it and improve, you will go the way of the dinosaurs.  Or even better, the way of the indecisive squirrel.

If we weren’t losing firefighters from preventable cause, or if we didn’t have technologies that would help us to save lives and property more efficiently, or if we had leaders that were fully prepared to lead others in providing emergency services, we wouldn’t need to change.  If we had a fully efficient EMS system in every community and adequate layperson interventions in place, and lives were improved by rapidly delivered patient care, we wouldn’t need to change.

While there are those who continue to promote equilibrium, the time is not now for equilibrium.  Equilibrium suggests that things are okay, and things are clearly not okay.  We must as leaders continue to strive for improvement. We must encourage and motivate those who follow us in order to build a better customer service delivery model.  When things have improved not by what “seems” like improvement, but based on objective, measurable data, then and only then should we be comfortable resting on our laurels.  Our job entails more than just responding to emergencies.  It entails responding to community needs and assisting our neighbors.  That assistance comes in many forms, but the agencies who get it will be survivors, and those who don’t, well, I think you can figure that out yourself.  It’s not a matter of “if”, but “when”.

When the squirrel decided he wanted to cross the road, it was because he had an objective to reach on the other side.  Staying on one side of the road meant the objective would not be met.  Going after that objective involved a certain amount of risk.  The squirrel may or may not have considered that risk before making his decision.  We are not squirrels.  We hopefully have enough brainpower to determine whether the risks that we take are worth the rewards at the end and make the right decisions.  And if we rush out into the stream and find ourselves challenged there is also a risk in changing direction that we need to take into consideration.

As emergency service leaders, we must ensure that the decisions we make are based on objective, unemotional criteria involving what is best for the people we serve.  No tradition supersedes our prime directive of service to others.  Any decision we make must consider the ultimate mission: protection of life, property, and the environment.  If we remain locked in on the present and base our actions on serving the status quo, we don’t achieve that mission and we will have failed.  Our failure has consequences; unfortunately, in our business, those consequences often involve injury, death, or other severe loss.  It is incumbent upon us to keep that from happening.  But other consequences are pretty devastating as well like the elimination of overall budget, which can result in reduction or elimination of staff, programs, equipment, or whatever else you can imagine.

Challenge yourself and your team to remain vigilant to unmet needs, to consider means to remedy those needs, and to strive for continual improvement.  If you don’t engage your vision, it is tantamount to going out into the road and freezing in the path.  And we all know the ending to THAT story.

RESPECT

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Making Friends In Australia.

Making Friends In Australia.

I thought this morning I missed the cutoff for the First Due Blog Carnival.  Of course, as usual, I’m confused.  The link was to The Handover EMS Blog this month being hosted over at 999Medic. Since I’m all about keeping with the spirit of things, I’m going to post anyway, this month’s subject being “respect”.

Now while I haven’t read the other posts yet (I don’t want to be led in a certain direction), I want to call attention to the issue that so many of us in emergency services are bemoaning the “lack of respect” for our profession these days.  I’m going to make this short and sweet: you will never be afforded the respect you think you deserve if you can’t clean up the mess you have made.

We have continued, for decades, even centuries, to tolerate less than professional conduct from our “brothers”.  We have failed to embrace better methods of doing our jobs.  We have shunned safety over bravado.  We have permitted people to lead us who lack education and enlightenment.  We continue to resist standardization not for the sake of technical improvement but because “that’s not the way we do it here”.

This is as much about the fire service as it is about EMS.  I keep seeing battles popping up all over the place about whether the fire service is the best place for EMS, or third party, or whomever.  People, LET IT GO.  Communities must evaluate what suits them best and do that.  Different models work for different circumstances.  Continue to fight among each other at your own peril; the divisiveness is staggering.  We are in emergency services, all of us.  If we continue to beat each other up, we all continue to lose.  And when we lose, the community loses.

You want respect?  How about showing consideration and professional courtesy toward one another?  I went to comment on a blog yesterday and saw a terse statement about something along with a statement pretty much daring someone to reply.  For people to have a difference of opinion is acceptable; for someone to be daring someone to comment so they can exchange heated words, well, it’s reprehensible.

I had the opportunity to speak with a visiting delegation to our Town from Brazil yesterday.  I did a little research and opened up with a paragraph introducing myself and my position with the Town in Portugese.  I likely butchered it, but these visitors were immediately smiling and laughing (at my Portugese, I’m sure), but it opened us up to dialogue.  I spoke about the six weeks I spent on a similar exchange to Australia and the amazing experience I had and the memories I will have forever.

But what I spoke about mostly was how that experience made me realize that an entire world away, we were all really brothers and sisters.  We might speak a different language, but it sure as hell doesn’t make them idiots.  We have ideas and dreams and vision and it is muy importante that we share those ideas and dreams and visions and seek to understand what we can do not only to further our own goals, but to reciprocate, to help othters achieve their vision as well.

If we really want respect, we need to give respect.  How many times have you heard that one?  But so long as we go on with an entitled attitude, that the people we serve should be eternally grateful to us and bow down and kiss our asses on a daily basis, we will fail miserably to earn their respect.  To them, we are just another expenditure in the municipal budget.  We need to embrace a servant mentality, and even more so, we need to understand our own culture and how that interacts with the other cultures we deal with.  I’m not talking about foreign culture; I’m talking about the fabric of your neighborhood and community, and in a bigger sense, our emergency service world.

Mixing EMS and The Fire Service

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Two of Hilton Head Island Fire & Rescue's ten advanced life support medic units.

Two of Hilton Head Island Fire & Rescue's ten advanced life support medic units.

When I hear anyone suggest that the merger of fire and EMS is a mistake because “firefighters lack the skills to provide paramedic care”, I am highly insulted.

When I hear the ex-chief of a metropolitan department regretting decisions to bring medical providers and fire services together, I wonder aloud how he can continue to stomach the fact that it isn’t the inmiscible nature of these professions that caused the problem but the culture that the “leaders” of these organizations permitted to continue and encourage.

I admit that I know people with what could be termed the “fire” mentality and those with the “EMS” mentality.  But these individuals seem to be the minority now, rather than the majority.  Fortunately, I work with a lot of people who have the “Fire & EMS” mentality; people who are open to the belief we can do both well, we can exceed at the skills, we can meet our customers’ needs, and we can enjoy the diversity that having two “jobs” rolled into one provides on a daily basis.

I happen to work in an organization that merged fire and EMS together in 1993.  Prior to that, the two fire departments provided first responder service to our community to supplement the response of our local rescue squad.  Ultimately, with the merger, we took all three of these agencies and combined them into an outstanding example of emergency medical service delivery.  EVERY line employee is required to be at the MINIMUM a nationally registered EMT-Basic and of those personnel, over 40 of them are National Registry Paramedics as well.  This doesn’t count each of our chief and administrative officers who were all certified EMTs as well, and also doesn’t count our Training Division officers, who are both NREMT Paramedics as well.  Our organization provides a highly-recognized service to this world-class resort community and has incorporated 12-lead ECG monitoring and interpretation along with telemetry to reinforce our STEMI recognition program, among other programs like Island-wide AED promotion and education, public CPR and First Aid programs, car seat installation, and many, many other efforts.  I honestly work with some of the most outstanding EMS personnel in the nation and I’d be honored to let them work on anyone in my family, which is good, because I live in this community as well.

I have had it with anyone who suggests that EMS should be the exclusive domain of the third-party providers, especially since, with rare exception, a good number of these “non-fire service” providers don’t seem to provide any better of a service than the fire department EMS providers.  In fact, I know that our agency is an excellent EMS provider and is right now striving to be more than just excellent, but to be “state-of-the-art”.  With leaders like Lt. Tom over at the EMS 12-Lead ECG Blog, and Pete at the Star of Life EMS legal blog, we have a very good chance of putting ourselves in the position of being innovators and setters of the gold standard.

I would never suggest that fire-based EMS is the ONLY solution, but there are a few dinosaurs out there who continue to insist that EMS can only be effectively provided by non-fire department providers.  Apparently, stuffing themselves in their too-tight BDUs and hanging out at the local donut shop has occluded some sort of cerebral perfusion.  I hope they are watching carefully as the rest of us, the people who desire to have community-based EMS delivered by competent and caring providers, regardless of agency affiliation, kick them to the curb.

Your agency can only be as good as the personnel you retain; if you continue to recruit people who can’t do the job, the community shouldn’t be surprised if the situation won’t work.  Volunteer or career, you get what you pay for, and if the community doesn’t invest in good training, good equipment, good leadership, and good methods of keeping personnel, they shouldn’t be surprised if all they get is a crappy EMS system.

Get Everyone On Board

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Hilton Head's Engine 1 company using Truck 6 in training.

Hilton Head's Engine 1 company using Truck 6 in training.

There comes a point in every organization where evaluation must be made of the over-arching vision and determination made if that is the direction that is desired, or if not, does it need to be recalibrated.  While that recalibration is really incumbent on the legally controlling entity (city or county council, commissions, or boards), it is the issue of recalibrating the organizational culture that I wanted to discuss today.  Because regardless of your organization, you are going to have personnel who are resistant to change, and while the troops may or may not decide to go willingly, it is a requirement that your officers or supervisors are.  If your small unit leaders aren’t on board, don’t count on the personnel they supervise joining in to resist them.  It will be much easier on those troops if they can get along with their misdirected officer than if they embrace the change, so you can count on the message not getting through when it is most needed.

If you have officers who are unwilling to evolve, they must make a decision (as do you) as to whether their personal contribution (or lack thereof) to the mission is causing a bigger problem. People are going to disagree on issues for a number of different reasons.  They may disagree on how the overall vision is met.  But if both the supervisor and the subordinate can work to capitalize on their personal views and collaborate (or develop by consensus) on solutions that take us to that goal, then that is positive and constructive.  If you simply don’t agree as to the mission, or you can’t work with others to develop solutions, then maybe that’s your signal to start looking elsewhere.

There will also be those who just won’t let the past go.  That total distrust in authority can be chalked up to a lack of maturity.  It’s easy to hold on to fear, it’s hard to make that leap again and trust.  But for some, it’s a game.  It’s cool to be the rebel.  It’s easy to make fun of what you yourself are incapable of creating.  If you are rebelling for a just cause, that commendable.  If you are rebelling to make fun and to be “cool”, you’re a tool.

Vision must be shared to make it effective.  If you ask your team what their vision of team success is, if you get an answer other than what you desire, you have conflicting vision.  Teams all the time make assumptions that their individual visions are one.  That’s all fine on issues where concessions can be made, but if these decisions affect the core values of individuals, you will find irreconcilable differences.  If these issues become counter to your values, this is where the team will break apart or survive.  These are your true watershed moments.

It is important that vision is shared.  Otherwise, the desired result will not be what comes out.  You can have the most charismatic leader in the world out in front, but when you reach that waypoint where visions are divergent, there will be a strong oppositional pull.  Several things can happen: They will go one way or another, or they will split the team, or there will be such a struggle for control that we go nowhere, or the team will go off on a path no one wants, or people will pull together and reach for a common goal.  When those power struggles occur, these are the points where a leadership vacuum occurs.  Like it or not, when it does, something will fill that, sometimes to the detriment of the team’s overall goal.

If you are the legitimate leader and it really is your position to say, “THIS vision is your reality”, then you need to do so.  If others don’t (or won’t) share that vision, they need to get on board or get off.  You can’t deal with incompatible vision.  Conflict management and resolution is imperative.  You must either accept their way, convince them of your way, or accept a compromise- which may make everyone upset.

Each of these waypoints are periods to stop and evaluate our direction and reconfirm that we are doing what is important to us, as well as that this is the direction in which we want to go.  This provides people a place to jump off if they aren’t comfortable with the direction.

While not all of us can be inspiring, we can at least strive to be transformational.  We can know what qualities that entails, we can identify and point people toward those resources, we can listen and empower our people.  We can be open to others’ ideas, permit change when change is needed, and especially when others are strong in talent, encourage their strengths and passions to benefit the whole team.  When you can do this, it permits others to trust you.  When people have been burned so many times, you have to earn that trust and it won’t happen overnight.  You have to keep doing it and keep reinforcing it, even when it is frustrating.

Focus on Success

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SC-TF1 BoO in Chalmette, 2005

SC-TF1 BoO in Chalmette, 2005

If you want success, look hard at what it is you want to be good at and learn how to add value to it.  A positive attitude will help you be successful; While God gives you talent, your mentor can teach you how to use it, but it is up to you to have the positive attitude to propel it forward.  Focus on commitment and excellence by looking at what matters NOW.  As I heard the legendary Coach Lou Holtz say once, “Analyze the past, focus on the future, but do your best now.  Don’t look back.”

I hear from people often enough about how this obstacle is in their path or that obstacle is blocking their success, but when I look at people with real, live, seemingly insurmountable hurdles, I find it personally difficult to imagine that there is anything that can keep me from achieving success if I really desire it.  I can come up with story after story about real people who have been successful despite the walls obstructing their path.  When faced with these odds, think about people who you find inspiring and let the thought of their own success help lighten your load.

When all seems to be unwinnable, however, remember that many challenges you are faced with are simply one battle in a total war.  You may be losing today, but if you can use that loss to rebound and develop an overall winning strategy, you can make it.  If the Spartan forces simply threw up their hands and gave up after losing at Thermopylae, the Greeks might well have been speaking Persian from that point forward (of course, the Spartans delivered a serious ass-kicking in the process, but I digress).  Instead they used that heroic stand as a motivating agent to carry the fight to the Persians and to defeat Xerxes.

How can we appeal to our colleagues that we need to develop a culture of success; a culture of innovation; of professionalism; of overwhelming customer care- not just to the taxpayers but to each other.  If we in emergency services focus on what extra value we can provide to our colleagues, they will also see that this is the way to be.  I’d suggest that as much as possible, to be helpful; we have the choice to challenge ourselves within reason to do whatever it takes to work together, to solve problems, to serve, and to make others feel important.  Do a little extra.

As a leader, it is easy to become frustrated or weary when things don’t go according to plan.  While there are some events that might prove to be especially daunting, remember that no real success ever came easily.  If winning were easy, everyone would be doing it.  Instead, when things aren’t the best, take the time to walk away from things for a little while, take some time to relax, and see if you can gain a different perspective on things.  You might find that by doing so you find a different or more ingenious solution to your needs and come out ahead in the long run.  Persevere, don’t perish.

Capitalize on Your Strengths

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DC Ed is not happy.  I didn't break it and don't ask me to fix it either.

DC Ed is not happy. I didn't break it and don't ask me to fix it either.

I was watching a gentleman installing some cabinets in our laundry room the other day. A few months ago, one of the cabinets fell off the wall; luckily, we saw it was going before it did and got the items out before it literally came down. The man was looking over the remnants of the previous installation (I wasn’t the installer) and made some comments about how to properly put cabinets up. I sheepishly informed him that I had no clue. While I’m pretty confident in the belief that if your community is in a total disaster, I’m probably one of the first people you should call.  If you need a cabinet put up, I’d go elsewhere.  Quickly.

I can put up a raker shore, but it isn’t going to win any awards for precision cuts and edges. If you need to dig someone out of a building, or lead a company into a fire, or command a major incident, I’m your guy.  If you want it done right, you can forget anything involving auto repair, carpentry, or the finer points of heating and air conditioner installation.  Asking me to wire something is probably not wise (or safe) either.

We all have our strengths; each of us are good at some things and may be horrible at others. Instead, there are managers who try to fit the proverbial square peg into a round hole. Most of the people I work with can patch something together (see The Fixers), but the attempt is very much something not up to any standard.   When they are showing off their “handiwork” to me, I usually end up saying, “Well, it will hold until someone can get here to fix it better”.   Usually I end that with a little smile to acknowledge their efforts, knowing that I’m certainly not criticizing: if I had done it, it would probably look worse.

When we put together teams, to develop effective teams requires thought as to what is needed by the organization, but failing to consider the small team dynamics and assume everything is going to go swimmingly, is simply nonsense.  We used to have a chief whose idea of improving small team (i.e.; company) effectiveness was to put one good guy into a team of poor performers. That way we could “spread the wealth”. Ultimately, this would result in my look in return (me rolling my eyes heavenward, knowing what was going to happen) and a muttered, “We’ll see.”

No surprise then, when months later the recently transferred good performers were  looking for jobs elsewhere while the poor performers were laughing about how they “ran off another one”. If you really DO want to get rid of your best people, keep feeding them to the sharks. It’s usually not a matter of IF they bail, but WHEN.

Building a good team requires strong leadership. For those of you who are aspiring officers, this is your opportunity to shine. If your officer has some areas where they would like to improve, this is your chance to offer assistance in what he or she lacks (subtly, I’d suggest). Are they poor at documentation? Offer to help with reports. Are they better at medical than fire training? Offer to help with the former or the latter, whichever would help them. I had officers who wouldn’t know a decent knot if it hit them on top of the head; I was ultimately the go-to person anytime someone needed a good ropes and knots class.  The experience you will get in leading will pay dividends later.

If you are an officer, it is wise to be self-aware of your abilities.  Build on your strengths and surround yourself with those who can help you with your weaknesses. I would suggest informing your crew of how they can help you and ask for suggestions to improve. If done correctly, they will appreciate your candor, they will get a chance to show their particular expertise (and impress you), and put together with each other member of the team, fill an important role.

If you are building a home, you wouldn’t  have the framers do the electric and the roofers do the plumbing, would you? If it doesn’t make sense to do that with something as trivial as putting together a building (said tongue-in-cheek, I hope you realize), why would to take that same chance when building an effective fire and emergency response team?  Be smart and seek the people out to best fill the important roles on your team. You all will be that much happier with the end result.

The Fixers

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webIMG_1675

How can we help you today?

Are you a fire department or are you an EMS service?  Do you do both?  The knee-jerk reaction I sometimes get was one coined by a previous chief, “We are an EMS agency providing fire service”.  In fact, it sounds so clever that there are a vocal few who like to throw that out there time and time again, like they were the ones who originally came up with the concept (they’re paramedics, so they’re a little biased, I’m sure).

Something I said in a much earlier blog bears repeating:  customer relations are essential for any department operating in this day and age.  There are those who continue to disagree with the use of the word “customer” when referring to those who use our service.  Respectfully, I also continue to insist that just because they don’t walk into your shop and buy something doesn’t mean they don’t have a choice in using your service.  Taxpayers may not be able to change providers, but with enough votes, they can radically change your organization.

The world can change overnight.  If you think the current model of how we provide service is going to last another 200 years, think again.  As our customers become more educated and expect more innovation from government, look for them to insist on ways we can do things better.  We need to continuously and constantly evaluate our direction and possibly even reinvent  our concepts in order to stay out front.  Good customer service revolves around recognizing the needs of our customers and using our skills, abilities and past experience to improve service quality and to provide excellent service.

As has happened over really the last thirty years, our industry has evolved into one that defies definition, one that more and more reflects all-hazard response.  I’m going to go on record to say that I’m even confused as to what to call us anymore.  There’s a famous paragraph in Report From Engine 82 (Dennis Smith) that I’ll paraphrase, because I can’t remember it exactly.

In this city, when you turn on a wall switch, you may or may not get a light.  When you turn a faucet, you may or may not get water.  If you pick up a phone, you may or may not get a dial tone.  But everybody knows that if you pull the handle on that red box, you WILL get a fire truck.

The purpose of my poorly remembered paraphrasing of that statement was to illustrate that times have not changed from when the book was published in 1972; just substitute “call 9-1-1″ for “pull the handle on that red box”.  But what we have become has, as we become EMTs and HAZMAT Technicians and Water Rescue Technicians and etc., etc.  I read “Report” cover to cover when it first came out (I was eight- I’m a good reader) and the context of that paragraph has stuck with me forever.  Dennis Smith points out in his story how the fire department was used to handle plumbing issues, to handle overdoses, and to handle pretty much anything up to and including, things that happen to be burning.

So back to customer service; what is our mission?  Why do we exist?  If your answer is, “To protect people from fire” or “To help the sick and injured”, I’d suggest that maybe you should reconsider all of those calls that don’t meet that definition as distracting you from that mission.  If you’re anything like me and the organization I work for, I’d say that not handling those calls is probably counter to the needs of your community.  And what your mission should really be, is defined by those needs.

When someone dials 9-1-1 (or whatever they dial in your community), they do so because they have a problem they can’t handle themselves (or should I say they don’t know how to handle), they don’t have the resources to handle the problem, and they don’t have anywhere to turn for an answer.  Obviously, you are saying, “Well, if my pipes are leaking, why wouldn’t I call the plumber?”  Again, think about the ENTIRE situation.  Maybe they can’t afford a plumber.  Maybe they can’t find a plumber to come out.  Maybe they are totally freaked out by the situation and not thinking clearly.  There are many answers to the question, but the long and short of it is, they trust YOU to help them solve the problem and YOU are the people they call.

So what I’m telling you is that our job REALLY is to respond to a request for help, gather facts about the problem, analyze the options, apply a solution, and ultimately, stabilize the situation.  We may not FIX the problem, but when we leave, things should at least be stable.  We really don’t need doctor-wannabes or adrenaline junkies for our job, what we need are people who can look at any situation and understand the situation, then apply creativity using the resources at hand (either on site or on that BRT you brought) to stabilize their situation.  And further along that line, we’re not asking these individuals to rebuild the house, we’re asking them to stop the forward progress of the damaging element (or disease process or whatever it is) and return some means of order to chaos.  We’re not building a piano here, we’re improvising and hopefully we’ll come out with something that can at least pass for a musical instrument of some sort.

What should our business be called?  What is it that we do?  How can we possibly have meaning in our life if we don’t have a label or title for our life’s ambition?  When I hear of the trash guy being called a “Sanitation Technician”  or a dog-walker a “Pet Care Specialist”, I wonder what title really defines what it is we do.  What it really comes down to is that everyone recognizes the title for your job more than you could ever know.  When someone asks me what I do for a living, I answer, “I’m a Firefighter”.  The knowing look on their faces and the subsequent questions about my job, my worst call, my most stupid call, etc. confirm for me that most everyone understands what our job is really all about.  Now the bigger goal is to get those of us who do it to understand that as well.