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Mission Critical Partners (MCP) takes decisive action to confront Hamblen County ECD's enduring staffing challenges head-on. Recognizing the fundamental link between fair compensation and the stability of the workforce, MCP conducted a thorough examination of the organization's salary structure. Leveraging insights gathered from frontline staff and industry benchmarks, MCP advocated for significant salary adjustments to align with current industry standards. This strategic initiative not only addressed staffing shortfalls but also injected renewed energy into team morale while enhancing the standard of service delivery. Through its careful approach, MCP underscores the pivotal role of strategic consulting in fortifying public-sector entities and safeguarding community welfare through effective emergency response strategies.
The Hamblen County (Tennessee) emergency communications district (ECD) grappled with chronic staffing shortages that strained 911 center telecommunicators and supervisors and led to burnout and low morale. Further, substandard compensation hindered recruitment and retention efforts, exacerbating the problem.
MCP conducted a comprehensive assessment that identified compensation inadequacies and outdated job classifications. Based on this analysis, the firm’s subject-matter experts recommended significant salary increases and job description updates to address the 911 center’s recruitment and retention challenges.
MCP's recommendations led to significant salary increases for ECD staff members, which improved morale and enhanced recruitment and retention. All full-time positions are now filled and the ECD remains committed to sustaining higher salaries to retain personnel, boost morale and optimize the service provided by the 911 center.
The Hamblen County Emergency Communications District (ECD), located in Morristown, has been a cornerstone of emergency services since its establishment, serving a population of 64,468. Handling a staggering 130,000 calls annually, with an impressive 96 percent answered within 10 seconds, underscores its critical role. However, persistent staffing shortages have plagued the organization, causing operational strain, burnout, and diminished morale among personnel. To address this pressing issue, ECD turned to MCP, recognized for its proficiency in enhancing workforce efficiency and augmenting staff for emergency-response organizations across the state. Given MCP's proven track record and credibility, the ECD worked collaboratively with the firm to implement strategic solutions that not only address staffing challenges but also enhance operational efficiency, ensuring seamless emergency services for the community.
MCP played a pivotal role in addressing the chronic staffing shortages plaguing the Hamblen County Emergency Communications District (ECD). Upon recognizing the significance of substandard compensation as a primary factor hindering recruitment and retention, MCP conducted a comprehensive study to assess salaries and benefits. This involved developing a confidential questionnaire, interviewing personnel across various experience levels, and comparing compensation with other districts and private companies.
The results revealed significant disparities, prompting MCP subject-matter experts to advocate for substantial salary adjustments. Their thoroughness and detailed recommendations garnered the attention of the ECD's board of directors, leading to a significant across-the-board salary increases for telecommunicators, supervisors, and officials. This decision resulted in improved morale, recruitment, and retention, ultimately enhancing the efficiency and quality of emergency services provided by the ECD’s 911 center.
The Results
MCP's comprehensive report for Hamblen County ECD revealed significant problems with substandard compensation, especially for entry-level telecommunicators. Following MCP's recommendations, the ECD's board approved substantial salary increases, resulting in enhanced morale, recruitment, and retention. MCP's detailed analysis and recommendations were instrumental in addressing staffing challenges and securing approval for the salary adjustments from the ECD's board.
“It’s like the clouds parted and it has been amazing to watch. It’s difficult to put into words how great this is. And the impact that MCP had was amazing.”
Eric Carpenter, Hamblen County Emergency Communications District Director
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