Recruiting the Next Generation of 9-1-1 Professionals

1. Alabama Association of 911 Districts July 2018 Recruiting the Next Generation of 9-1-1 Professionals Sharleen Smith University Outreach ssmith@outreach.aum.edu Stephen Woerner Continuing Education and Outreach Troy University swoerner@troy.edu

2. A Guide To The Generations

3. Defining Millennial • According to the Census Bureau, a millennial is a person born 1982-2000. • The 2010 Census reported there are approximately 83.1 million millennials in the United States, 25% of the US population. • They will make up more than 50% of the work force within the next two years.

4. Growing Up Millennial During their formative years, many millennials: • were sheltered by fearful parents. • grew up playing in supervised play dates. • hung out in groups. • utilized electronic devices. • participated in structured, after-school activities.

5. Growing Up Millennial • The Internet reached most homes and individuals. • Cell phones and then smart phones became standard. • College attendance rates increased, and student debt also increased. • 9/11 and the resulting War on Terror was a constant in their lives. • They were born into great economic times and came of age during the Great Recession. • Nuclear families continued to give way to more blended and single parent homes.

6. Growing Up Millennial • Because of the sheltered nature of their childhoods, most millennials spend a great deal of time in the online world. • Millennials are digital natives, and technology is very important to them. • Digital Native is defined as “a person born or brought up during the age of digital technology and therefore most familiar with computers and the internet from an early age.”

7. Millennials’ and Employment • The future is short term, not long term. • They have a strong drive towards civic duty. • They are self confident and willing to work with other people and group settings. • Work is a means to an end, not the end. • They tend to multitask – sometimes successfully, sometimes not, but they are the best at doing this.

8. Millennials’ and Employment • Millennials want to be paid well, but they will take a lower paying job if it is interesting to them. • They want to be respected up front and then prove themselves. • They enjoy friendly, non-hierarchical environments. • They desire meaning in their job. • They care about their world and their contribution to making it better. • They desire a flexible schedule if the job can offer one..

9. Job Announcements and Millennials • When Millennials hear about a new job opportunity, they are less likely than members of other generations to know anything about the company. • To find out more about your organization, they are more likely than members of other generations to follow it on social media. • The most important information they want to know about your company is its culture and values. • For Millennials, the top obstacles to accepting a job are not knowing what the organization is like, applying and not hearing back, and not understanding the role.

10. Recruiting Millennials • To Millennials, the real world and the digital world are one and the same. • Millennials want a prompt follow up to their job applications. • Respond to their questions and comments as soon as possible. • Capturing attention through social media is one of the best ways to reach out to this generation.

11. Recruiting Millennials With Social Media • Evaluate your social media presence on platforms such as Twitter, Facebook, LinkedIn, and Instagram. • If your digital profile is low, consider increasing it by posting positive contributions of 911 operators and benefits of the job through these platforms. • Post positive narratives, pictures, and messages from your organization on social media. • As mentioned, try to respond very quickly to any post.

12. Recruiting Millennials • Create a link between their personal lives for meaning and the 911 job. • In the interview or even the job announcement, provide clear goals and expectations for the job. • If possible, provide some variety in their day to day jobs.

13. Recruiting Millennials • Consider offering a mentoring program and feedback as components of their daily or weekly work. • Give them a “big picture” of how 911 operators contribute to society. • Show your recruits how they can grow with your organization – possible promotion, lateral transfers, career development plans.

14. Recruiting Millennials • Try to set up an opportunity for new employees to meet their clients, coworkers, superiors, etc. • Arrange a ride along with first responders such as police officers, paramedics, and firefighters. • Coordinate a community service event with an organization that works with the groups most likely to call 911. For example, set up a visit to a retirement home or center, senior meals type program, or domestic violence shelter.

15. Interviewing Millennials For the interview environment, consider small touches, such as allowing them to see you are a person with a family or a social life. You do not need to make this overt. A simple picture of your family, or a mug with “World’s Greatest Dad” will show them a personal side they can connect with.

16. Interviewing Millennials • In the interview, talk 30% of the time and listen 70% of the time. • Confirm key competencies of the job and develop content valid questions. • In the interview, ask “How do you like to receive feedback?” • In the interview, ask “Describe a good day in an office. How are you spending your time? Where are you?” • In the interview, ask “What do you want to accomplish in this job?” • Interview for “motivational fit” and “initiative” for a 911 position.

17. Employing Millennials • It is important for the operators to be focused on their jobs while they are on the phones and in the call center floor; however, consider allowing digital device use on breaks. • From an employer standpoint, make sure employees have been informed about what they may post in social media about their place of employment. • Provide a personnel handbook with information about leave procedures, organizational structure, community connection activities, work area rules and more.

18. Employing Millennials • Establish a mentoring program with more senior members of your staff to model the goals and expectations of your organization. • Provide opportunities for feedback and “low risk” conversations about performance. • Provide a career road map by showing recruits the path forward and upward in the organization.

19. Employing Millennials • If appropriate, help new employees with the management structure. • If appropriate, let them know whether management is willing to directly communicate with them even though daily communication about their jobs may not be possible or needed. • Reward and reinforce outstanding performance by recognizing them in front of upper level management.

20. Like every generation, Millennials have their ups and downs. However with their downs, there are many, many unique strengths.