Traits of Successful 9-1-1 Leaders

I have spent some time recently thinking about the traits common to successful 9-1-1 leaders. Having spent decades studying leadership, largely centered around public safety and looking at numerous lists of leadership traits, and admittedly changing my views over time concerning what traits successful leaders possess I have finally narrowed the list of traits that I believe are necessary to be successful in leading the myriad of 9-1-1 challenges being faced today in the industry to eleven.

Before we start let me give a couple caveats. First, there is no definitive list of traits possessed by successful leaders. You can read ten different authors and will likely find ten different lists. Secondly, when looking at this list don’t despair if you don’t possess one or two of them.They can be learned.

The first trait that I believe is necessary and the foundation for successful leaders in 9-1-1 is Vision. As we know, vision talks about the future and inspires your team to join you on the journey for a better future for your organization. Employees that buy into a leader’s vision are known to get more meaning and purpose from their work. Successful 9-1-1 leaders have a vision of where they want to take their organization and the ability to convey that vision so that their team members want to join the journey to excellence.

One can possess the greatest vision known to man but if they can’t communicate that vision to their organization then the vision is useless. Successful 9-1-1 leaders are good Communicators. Open, honest, and transparent communications from a leader is all that employees really expect from their leader. The best leaders use every opportunity to communicate vision. Through group meetings, one on one conversations, written communications as well and most importantly the way they demonstrate adherence to and dedication to vision. Vision and Communications go hand in hand with each other for successful 9-1-1 leaders.

The third trait of successful leaders is Authenticity. Winning the leadership race requires authenticity. We can all spot a phony, that includes members of your team. Be who you are not who you think someone wants you to be. It is much easier that way. I suggest that being anything less than authentic is a recipe for leadership defeat and organizational failure.

The successful 9-1-1 leader is Honest. Whether they demonstrate it or not, your employees look up to you. They expect you to be honest with them, even if honesty brings something they don’t want to hear. Leaders rely on honesty. They accept the truth personally and always convey the truth to colleagues, bosses, and their employees. Yes, being honest may not always be the easiest path. Leaders don’t choose the easiest path, they choose the right path, and that always involves honesty.

Certainly, any list of leadership traits must include Compassion. Good leaders are compassionate. Now, being compassionate doesn’t mean you never say no. It means that you care. You understand the human element as it relates to the profession. It means you listen and display empathy. At some time in our careers, we come under distress. We all need compassion at varying points in our professional lives. Compassionate leaders try to minimize the distress of their employees whenever possible. Employees never forget when their boss was compassionate in their time of need.

The sixth trait that I suggest successful 9-1-1 leaders possess is Decisiveness. Have you ever worked for someone that could not or would not make a decision? Sheer misery, isn’t it? Successful leaders are decisive. They don’t suffer from decision paralysis. I have never known a difficult decision that got easier by delaying it! Leaders get the facts, listen to both sides if there are sides, do what is right for the organization and make the decision. Decision paralysis cripples organizations. Good leaders don’t allow that to happen.

Facts + Listening + What is Right = Decision

Good leaders are Problem Solvers. The ability to solve problems is a crucial trait for successful 9-1-1 leaders. In today’s 9-1-1 environment it seems that problems come at leaders in rapid fire succession. Whether it’s ever-changing technology, staffing shortages or bureaucratic malaise there is never a shortage of problems that need the attention of any Emergency Communications Center leader. Problem solving often gets bogged down, especially with new leaders because they seek perfection. Perfection can be the enemy of problem solving. In my decades of public safety experience, I have come to believe that usually there aren’t perfect solutions. There are simply solutions. The best leaders recognize that and don’t allow a problem they can solve grind their organization to a halt.

Consistency comes next. An organization and the most important part; its people, need consistency from the leader. We have all seen bosses, not leaders, make two different decisions with the same fact pattern. It’s baffling when that happens and causes employees to immediately think that the boss is playing favorites. Being consistent as a leader builds trust with the employees of an organization. It requires the leader to have values that don’t change.

Ninth on my list of eleven is Accountability. Accountability is vital in an organization and for its leader in two regards. Leaders hold themselves accountable and leaders hold the members of their team accountable. The old saying “do as I say, not as I do” doesn’t work for successful leaders. Whether you recognize it or not, your team is constantly watching you. They watch your actions and watch to see if you hold yourself accountable. You don’t have to be perfect. No one is. You do have to be accountable. Your accountability gives you the necessary license to hold your team accountable. Organizations fail when there is a lack of accountability.

I believe that successful leaders in 9-1-1 or anywhere for that matter are Resilient. Leading while being resilient isn’t easy is it? No, it’s hard to keep going against the headwinds of complacency, and limited funding. The best leaders find a way to do it though. They are resilient. They can withstand and recover quickly from difficult conditions. They bounce back!Your organization is likely only as resilient as you are.

Last, but certainly not least in my estimation is Courage. Leaders have courage. It doesn’t mean they have no fear. Professional jeopardy and doing the right thing always bring fear. The courageous overcome the situation facing them despite being fearful. We all know the right thing to do in most situations. Leaders have the courage to do the right thing. Every time! Leading isn’t easy. It takes large amounts of courage.

I hope you find this list of traits for successful leaders interesting and helpful in your career. I am interested in your feedback. I can be reached at Derek@DP-Assoc.com. Wishing you only the best in your leadership journey!