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Nick Brunicini, Terry Garrison, and Pat Dale examine the vital connection between internal department culture and external customer service in the fire service.

The Silverback Leadership Series offers veteran fire chiefs' wisdom on leveraging strategic planning to shape department culture and improve service delivery. Fire service leaders discuss practical approaches to create meaningful change that lasts beyond a chief's tenure.

• Strategic plans must become living documents rather than shelf decorations
• Involve approximately 30% of personnel in developing strategic plans to ensure buy-in
• Focus on tackling the top priorities each year with quarterly progress reports
• Develop simple, memorable messaging that captures your department's values
• Empower company officers as the critical link between administration and service delivery
• Trust must flow throughout the organization for strategic initiatives to succeed
• Define what empowerment means with clear parameters for personnel
• Celebrate "added value" service that exceeds basic emergency response
• Create consistent departmental culture rather than different approaches by shift or station
• Align strategic objectives with daily work so they become "what you do now"

The Blue Card Hazard Zone Conference is coming to Sharonville, Ohio, September 29th through October 3rd. Register now at bshifter.com to secure your spot in workshops and general sessions.