This is especially true of EMS employees.

EMS employees are certainly unique in many ways.  Think about it - they work mostly autonomously away from direct observation, in one-on-one interactions with people under severe emotional stress.   They use medical devices and pharmaceuticals that if used incorrectly could kill someone, they drive $150,000 billboards at speeds and utilizing traffic exemptions that could kill innocent people, and they interact with other stakeholders who could minute-to-minute to decide whether to use your service or not.

Because of the type of profession, the autonomy, incredible responsibility and let's face it, the adrenaline rush, EMS attracts brilliant and highly charged personality styles.   How do we insightfully empower these incredible assets to help our organization become not only successful, but irreplaceable?

Start with a Strong Foundation:

Attracting and retaining the right employees form the foundation for empowerment.   That foundation starts by meeting the employee's basic employment needs.  

There are really only a few things that today's EMS workers really care about when choosing to be part of your organization.

• Flexible scheduling  - today's EMS workers want to be able to have a life outside of work and need to be able to schedule time off easily.
• MedStar uses a fully web-based scheduling program to assist with requesting time off and has an electronic discussion forum that allows employees to communicate shift swap

• A say in decision making  - employees no longer simply follow instructions blindly, they want to be able to participate meaningfully in the decision making process.
• When issues such as system status management/posting plans, scheduling processes, seniority determination for shift bid processes and other important decisions are being weighed, at MedStar we hold series of employee meetings, but also circulate draft changes electronically seeking input and revisions.

• Leaders they can believe in  - for many employees in today's workforce, they want to know that their leaders work harder than they do, are willing to do anything they ask someone else to do and are setting the correct course for the organization.
• Many of MedStar's managers and senior leaders work over 50 hours a week, are available 24 x 7, and go to hospital emergency departments when the system is busy to help clean/restock ambulances and deliver ice water to field crews.

Create a Culture that Encourages Diversity:

This is not the traditional diversity, but rather a diversity of opinions and ideas.    Employees not only need to know that it's OK to share their thoughts and ideas, but we need to go the next step and specifically solicit their input.   Depending on the dynamics of your organization, you may need to get a little creative.   Personal visits at hospitals during drop times or even posting locations, meetings, on-line discussion forums, or even video conferences are ways to connect with employees to seek their input.   At MedStar, we have even done on-line surveys using "Survey Monkey" to seek feedback from employees.

You will not always like the ideas or suggestions, but when it comes to most ideas regarding the field, communications, fleet management or logistics, the employees who do the work every day typically know more about the job than you ever will - take their advice to heart whenever possible!   Once the employees know you actually care enough to take their suggestions, you will have created a diverse culture.

Promote a Positive Community Image:

There are hundreds of incredible stories in EMS - some are easy to spot, some are not.   Work with your community partners and media to get your good messages out.   Employees enjoy seeing positive news stories about the organization they work for and even better, when they or their co-workers are specifically recognized for accomplishments.   This could be a media story about an employee who receives an award, or something as simple as sending a thank you card from a senior leader mailed to the employee at their house thanking them for their service with your organization.    

Part of that creating that positive community image is assuring employees act in a way that reflects positively on the organization.   If you have employees who publicly besmirch your organization, or in other ways engage in activities that undermine the pride you are trying to instill in the workforce and the community, you may need to take action that extricates those employees from your organization.   In other words, you should feel free to help those employees be successful - - in another organization.   Once you do so, the other employees will not only know that you care about their reputation, but that you are serious about retaining employees who help the cause, and eliminating ones who don't.

By employing some of these principles, you can help create a workforce that truly believes in your organization, and an organization that believes in them...

That is an empowered workforce!