U.S. Fire Administration Retention and Recruitment for the Volunteer Emergency Services Challenges and Solutions FA-310/May 2007 U.S. Fire Administration Mission Statement As an entity of the Federal Emergency Management Agency (FEMA), the mission of the USFA is to reduce life and economic losses due to fire and related emergencies, through leadership, advocacy, coordination, and support. We serve the Nation independently, in coordination with other Federal agencies, and in partnership with fire protection and emergency service communities. With a commitment to excellence, we provide public education, training, technology, and data initiatives. U.S. Fire Administration Retention and Recruitment for the Volunteer Emergency Services Challenges and Solutions FA-310/May 2007 This text was revised for the NVFC and the USFA by the staff of the Volunteer Firemen’s Insurance Services (VFIS) with additional research by St. Joseph’s University of Pennsylvania. Peer reviewers of the final draft included: Robert Drennan, MS, CFPS Dr. Robert S. Fleming, CFO Daniel B. C. Gardiner, CFPS David Jacobowitz William Jenaway, PhD, CFPS, CFO Chief Scott Kerwood Vincent McNally, PhD Michael A. Wieder, MS The following fire departments contributed to the success of this document: Eastwood Fire District Fisher Ferry Volunteer Fire Department German Township Volunteer Fire Department Groesbeck Volunteer Fire Department Leon Springs Volunteer Fire Department Montgomery Township Fire Department Norristown Volunteer Fire Department Orange County Emergency Services District # 1 PREFACE n 2004, the U.S. Fire Administration (USFA) and The Department of Homeland Security I(DHS) worked in partnership with the National Volunteer Fire Council (NVFC) to revise the 1998 text, Retention and Recruitment in the Volunteer Fire Service: Problems and Solutions. The original text was based on a series of workshops bringing together volunteer fire service members from all the States. This edition has been enhanced with new research and current issues as the emergency services enter the 21st century. Many of the original reasons for the recruitment problems remain: lack of time, apathy, and excessive requirements. However, they appear to have become even greater issues with the passing of time. Although the recruitment and retention challenges continue to grow, some volunteer organizations maintain good membership while others continue to function with reduced numbers. Those organizations that seek solutions and adapt to our changing personnel environment are successful. Individuals are still willing to give their time to volunteer emergency services organizations provided the following: • The experience is rewarding and worth their time. • The training requirements are not excessive. • The time demands are adaptable and manageable. • They are rewarded with a personal sense of value. • There is good leadership minimizing conflict. • There is ample support for the organization. The emergency services are the most demanding of volunteer activities today. The physical and time demands associated with training; responding to incidents; maintaining facilities, apparatus, and equipment; fundraising; and administering a nonprofit corporation are grueling if not managed properly. In today’s hectic world, strong leadership is required to make the emergency services the organizations that will attract volunteers. This text will cover many of the problems of recruitment and retention and provide some examples of solutions that have worked in volunteer organizations across the Nation. Any opinions, findings, recommendations, or conclusions found in this text do not necessarily reflect the views of the NVFC or DHS/USFA. v CONTENTS Introduction . .1 Field Survey. 3 THE RETENTION &RECRuitment challenges: Causes & Effects. 5 Time Demands . .9 Training Requirements . 10 Increasing Call Volume. .12 Changes in the “Nature of the Business”. .13 Changes in Sociological Conditions in Urban/Suburban Areas. .14 Changes in Sociological Conditions in Rural Areas. 14 Leadership Problems. 15 Federal Legislation. 16 Internal Conflict. 21 Higher Cost Of Housing. .22 Aging Communities. .22 Effects Of The Decline In Volunteers. .22 RETENTION: Challenges & Solutions. .25 Leadership. 27 Management Style. 29 Fireground Management versus Fire Station Management. 30 Democratic/Participative Management. 30 Seeking Membership Feedback. 32 Mission Statement. 32 Long Range Planning, Goals, and Objectives. 34 Selection and Tenure of The Chief . 34 Selection and Tenure of Officers. 37 Training of the Chief and Officers. 37 Internal Communications. 38 Volunteer Coordinator. .40 Adopting Department Standards. .41 Department Image. 42 Pride in the Uniform. 43 Pride in the Department And Community. 44 Training in Public. 45 Delivering Public Fire Safety and Prevention Programs . 45 Well-maintained Gear and Apparatus. 46 Demonstrating Financial Benefits to Community. .47 Community Newsletters. .48 Use of Media. 48 Customer Service. .49 Working With Local Politicians. 50 vii viii CONTENTS Other Image-enhancing Ideas. .51 Risks. 52 Health Risks . 52 Medical Examinations. .52 Concerns of the Family. 53 Death and Disability Coverage. .53 Onduty Injury and Hospitalization Insurance . .54 Line-of-Duty Death and Disability Benefits . .54 Liability Coverage. 54 Relocation. 55 Transferring to Other Departments. .55 Reciprocity of Training Credentials . .56 Diversity of People And Interests. .57 Fire and Emergency medical services Members. 57 Females. 57 Minority Groups. .59 Retired Firefighters. .59 Non-Firefighting Personnel. .60 “Burned Out” or Disabled Members. 60 Learning Disabled/Mentally Challenged . .60 Consolidation . .61 Attitude and Motivation Research . 62 Attitude Research . 62 Motivation Research. 64 Member Surveys. .65 Exit Interviews . 66 Evaluations. .67 Cohesiveness. 67 Cliques. 68 Females and Minorities. 68 Emergency Medical services and Firefighters. 69 Handling Grievances and Problem Volunteers . .69 Combination Departments . .70 Encouraging Teamwork. 71 Emotional Support. 72 Nurturing New Members. 72 Nurturing All Members. 74 Handling Specific Personal Problems. 74 Employee Assistance Programs/Member Assistance Programs. 75 Substance Abuse Counseling. 75 Assistance from Chaplains. 75 Status Circles. 76 Leaves of Absence. 76 Retention & Recruitment for the Volunteer Emergency Services: Challenges & Solutions ix Financial Aid. 76 The Department as a Family . 76 Stress Debriefings . 77 Training Requirements . 78 The Dilemma of Reducing Training Requirements. 79 Provide Training Schedules . .80 Training in Modules. 81 Training in Context. .81 Instructor Competency. 82 Provision of Remedial Help. .82 Diversifying Instruction. .82 Out-of-Town Training Weekends. .83 Reimbursement for Training Expenses. .84 Training Competitions. .84 Time Demands . 84 Evaluating Requirements and Improving Efficiency. .86 Narrowing Assignments . .86 Sample Combination System Duty Shift . .88 Duty Shifts . .88 Leaves of Absence. 89 Screening Calls and Alarm Malfunctions . .90 Involving the Family in the Department . .90 A New Take on Fire Department Auxiliaries . 91 Involving the Family in Department Social Functions . .92 Selective Paging. 93 Handling the Most Demanding Hours: The Weekday Hours. .93 Supplementary Full-Time Personnel. 94 Recognition. .95 Newsletters . 96 Thank-You Notes and Greeting Cards. .96 Pictures. 97 Press Releases . ..