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The White Bear Lake Fire Department’s Mission Statement
To minimize loss of life and property for the City of White Bear Lake and contracted areas from fire, natural disasters, and life threatening situations. To provide emergency medical care and transportation to all citizens in the fire district and to provide non-emergency support services as a secondary activity. To perform these services in an efficient manner by maintaining effective fire prevention, emergency response, fire suppression, and training. When performing these functions, to give ultimate consideration to employee safety. To, at no time jeopardize the safety and welfare of fire department members in performing these duties.
Philosophy of Customer Service
"Serving with Pride"
As an employee of the White Bear Lake Fire Department, I share with other employees in the business of caring with people:
I believe that patients, fire victims, visitors, and my fellow employees are my customers. Additionally, I believe that my colleagues such as firefighters, nurses, physicians, and other hospital workers are my customers.
I know that the way people are treated contributes to their well being.
I strive to balance technical skill and personal attention.
I find value and support in myself and in my fellow employees.
I know that my actions are important to our ability to achieve success through high levels of customer satisfaction.
Caring Actions:
Reach out. Welcome people and acknowledge their presence. Make eye contact and smile. Introduce yourself in a pleasant tone of voice. State your name and what job you perform. When the opportunity is available, use the person's name to address him/her. Be attentive, genuine, and positive.
Be Friendly. If you are unsure if someone needs help... ask him/her. Share information willingly and honestly. If you can't help, personally find someone who can. Know what services are available and how to get them.
Be timely. Respond quickly. Explain delays.
Listen actively. Take time to listen. Give the person your full attention. Listen to the person's message: What is said, and what is not said.
Take pride in your appearance. Look appropriately well groomed. Follow the guidelines for correct attire as established by your department. There is only one chance to make a first impression.
Provide safe, clean and attractive surroundings. Maintain a neat, safe, pleasant work area. Take responsibility to keep all areas clean. Respect the need for a quiet environment.
Show Courtesy. Put yourself in the other person's place. Be polite and helpful in person, or on the phone.
Demonstrate your competence. Confidence comes from competence in your job skills and knowledge. Stay current. Express confidence by performing tasks accurately and with ease. Be "response able". While knowing the limits of your practice (job), solve problems within your authority. If resolving the person's problem to the fullest is beyond your reasonable limits, know how to get help.
Explain what you are doing. Make explanations brief and easy to understand. Answer questions honestly and kindly. Be willing to explain it again. Use language that the other person can understand.
Look for an opportunity to serve. You are "The White Bear Lake Fire Department" to every person you encounter. Go out of your way to be helpful to others. Care enough to do your very best.
Remember to say good-bye. Be sure the person has the information he/she needs before leaving. End on a friendly note. Say thank you.
Care for each other. Treat each other as we would treat our guests. We need to experience nurturing to be able to nurture. Feeling good at work helps keep us healthy. By using these caring actions, we please ourselves and our customers.