Empower Crewmembers to Have a Voice

Knowing when to speak up is a perplexing problem for the less experienced members of our crews. But over time and through exposure, rookies learn what to look for–and the rest of the team learns to trust their instincts. This rite of passage has been a tradition in the fire service for generations.

Whenever possible, we need to expedite this rite of passage so all crewmembers have the confidence to speak up. After all, every member of a crew can have a significant impact on an event. But how can they find their voice? I believe that part of the answer is crew resource management (CRM).

CRM is a supervisory enhancement tool that significantly reduces injuries and mishaps by focusing on improving performance in several critical areas: communication, decision-making, teamwork, task allocation and situational awareness. These factors have been found to be critical in improving a leader’s performance and a crew’s safety. Further, Tom Lubnau and Randy Okray, two early disciples of CRM, have said that CRM is a “force-multiplier” for officers and crews alike in that it the power of a team outweighs the power of individuals.
This month’s report excerpt provides a clear example of how CRM can benefit a crew–in this case, during a training exercise.
 
Report #12-0034
“The new apparatus operator had done a little rotation of the ladder and extended it only about 40 feet. At that time, I had told them to extend the ladder out fully. Almost simultaneously, my firefighter (who is currently on the AO’s promotional list) happened to catch something that seemed out of place–a pin had worked its way out of a joint and was about one-quarter inch in from the exterior surface of the ladder. The firefighter asked the AO assigned to the truck if that was normal. After a quick inspection and comparison to the other joint, there was an obvious failure, and upon closer inspection, the 1″ bolt that helped keep the pin in place was sheared off. An immediate halt was put to operations.”

CRM-Related Preparation
If you’re working in a company that gets along well, understands each other, stays alert and relies on everyone’s input, then you’re already working in a CRM-rich environment. But what if you’re not working in a cohesive group, or have been thrust into a new environment and haven’t had time to learn the language or mores of the group? Don’t fret; there is hope.

The first step is to establish good communication. Ask the officer what you should do if you see, hear or sense something that appears to be out of the ordinary. Any progressive officer will advise you to speak up so you can: a) bring something to the officer’s attention that they may have missed and b) receive coaching about what you’re experiencing. From establishing that initial communication, the other elements of CRM will likely fall into place, albeit in a passive manner.
 
Passive practice of CRM is beneficial, but it lacks the benefits associated with more conscious awareness and performance. Communication, teamwork, understanding and the maximization of individual crew members’ strengths can help us avoid being drawn into preventable, potentially lethal situations. Further, engage the rest of your crew in learning the principles of CRM, as this will elevate their awareness, improve the collective performance of the group and, as Lubnau and Okray have observed, improve the overall force of your work group.

Final Thoughts
Becoming a conscious practitioner of CRM establishes an environment where the member with the least amount of experience may be the most valuable set of eyes and ears the crew has working. When that crewmember knows that they have a voice, everyone’s performance improves.

More CRM
For more information about CRM, visit the Fire Fighter Near-Miss Reporting System’s Resource page at www.firefighternearmiss.com/index.php/main-resources.