Personality and Leadership as Dispatcher Retention Tools: A Study of the Big Five Traits

For over thirty years rapid technological advances,combined with increases in population and demographicshifts, have been among drivers of growth in 9-1-1telecommunicator occupations. In the past decade,dispatcher retention has been further exacerbated byrapid telecommunication advancements, dynamicenvironmental stressors, and high-technologyoccupational opportunities. These change factorshave resulted in an increased emphasis on E 9-1-1staffing issues; they have created a need foremployee retention strategies This case studyexamined relationships between personality andretention of 9-1-1 emergency telecommunicators. Thestudy evaluates linkages between individualcharacteristics, contextual performance, servantleadership, and person-job fit, as related todispatcher retention. Findings indicate significantrelationships do exist between personality andemployee retention, person-job fit, contextualperformance, and servant leadership traits expressedas contextual performance in the sites examined. Further, findings of this study provide a sound casefor on-going investigation of relationships betweenpersonality, Servant Leadership, and dispatcherretention.

Lora Reed, Ph.D. is as an assistant professor of management atEckerd College in St. Petersburg, Fl. Lora has been engaged inorganizational development for over 20 years. This book, basedon her dissertation, is intended to assist emergency call centerleaders in dispatcher retention. It explores personality andleadership as retention factors.