Expanded Scope of Service: What Went Wrong? Advanced Leadership Issues in Emergency Medical Services [open pdf - 110KB]
"The Central Jackson County Fire Protection District provides fire, rescue and emergency medical services to the community. In addition to emergency medical services, the fire district provides non-emergency transfer services. When the fire district implemented the non-emergency transfer service, the organization was willing to support this new challenge and to accept the problems that may come with the change. After a short time, the employees identified significant problems with the service and its operations. The employees were feeling frustrated and ignored due to the expansion of the service. In addition, feedback from personnel was being ignored. The purpose of this research project was to identify why the expanded scope of services failed. Descriptive and action research were used to answer the following questions: 1. What part of the planning phase failed when initiating this change? 2. What part of the change management model was most important? 3. What strategies could be implemented to help facilitate a change in the future? 4. What part of the change process was most important to the employee? A survey was developed and given to members of the organization. After compiling the information, it was found that three important elements are essential to expanded scope changes. They were employee involvement in planning, employee commitment to the change, and communications. It was recommended that an instrument be developed to address these elements of change and incorporate it in the change process."
United States. Federal Emergency Management Agency, Learning Resource Center: http://www.lrc.fema.gov/