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Workplace Bullying in the PSAP: A Toxic Issue to Address

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Bullying is not a new phenomenon, in fact, founded in 2006, the month of October was dedicated to National Bullying Prevention by the PACER’s National Bullying Prevention Center. Workplace bullying is also not a new phenomenon and one would think that in our high-stress environment of public safety, that we would be able to hire around that, but unfortunately, bullies exist in the workforce, and according to betterhelp.com, healthcare, education, and service industries tend to have higher rates of reported bullying than other sectors but it can occur in any workplace and it has severe consequences in the high-stress environment of a Public Safety Answering Point (PSAP). Bullying can take various forms, including screaming, belittling, exclusion, gossiping, gaslighting, and sabotage. It can occur from superiors to subordinates (downward), among peers (horizontal), or even from subordinates to superiors (upward).

Bullies often possess a strong desire for control and power, and they may use tactics like manipulation, lies, and slander to achieve their goals. While some bullies may be star performers, according to multiple reports, superstar employees are frequently the targets of bullying at work (www.bullyfreeatwork.com).  The bullies, many of whom are mediocre employees, feel insecure and socially inadequate so they target the high achievers and take credit for others’ work, victimizing the high achievers out of envy.  In the PSAP environment, these bullies and bully tendencies can take many forms, for example:

The high performing dispatcher who comes up, and with approval, puts in place a plan to bring unity to the comm center, and the bully, out of jealousy, purposefully will not participate and encourages their enablers to join in the boycott. The gossiping about the high achiever dispatcher transcends the plan and soon targets everything the dispatcher does, affecting the job performance and even attacking the personality.

The high-performing supervisor who works on assigned projects as directed for the comm center,  but may not be answering the phone as much as other supervisors, due to the project.  An insecure supervisor starts degrading their subordinates repeatedly about how the supervisor doesn’t pull their weight answering phones, without explaining why (the project).  The subordinates become enablers and soon the high-performing supervisor becomes the target of ongoing gossip throughout the PSAP.

Addressing bullying requires a proactive approach and a united front from the entire team. Prevention measures include:

  1. Screening and training employees in non-violent communication.
  2. Creating a culture of transparency and clear behavioral expectations.
  3. Encouraging peer-to-peer support programs and mentor programs.
  4. Addressing tensions constructively through regular meetings and open discussions.

As of 2024, 32 states have adopted or introduced Healthy Workplace Bills (https://healthyworkplacebill.org) to protect employees.

If bullying occurs, it is essential to confront the bully, gather evidence, present documented proof to leadership, and expose the bully and their enablers. Bullying can have severe health consequences for victims, including sleep loss, anxiety, depression, and even suicidal ideation.

Fostering a positive and supportive work environment in the PSAP is crucial for the well-being of employees and the effective delivery of emergency services.  Stopping a bully best works if the culture of the PSAP does not allow it to begin.  However, once it starts, working together to confront the person can stop it faster than one person working alone.

If you or someone you know is a victim of bullying, I encourage you to seek assistance from your agency professionals.

Ariticle by:Cherie Bartram, ENP

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