Protecting Lives, Putting People First – Experience Sharing on HR Management Strategies

The Hong Kong Fire Services Department (“FSD”) is unwavering in its commitment to protecting life and property, making Hong Kong a safe place to live and work in. Central to our mission is the well-being of people, which always takes precedence. Similarly, we put the well-being of our members at the forefront, recognising them as the cornerstone of the Department in achieving our goals. We are dedicated to promoting their welfare and professional growth. By providing support and creating a nurturing environment, we ensure that they possess the skills, knowledge and resources to fulfil their duties effectively while also feeling being trusted, empowered and appreciated.

The culture of “Putting People First” has yield positive outcomes, benefitting both our members and the Department as a whole. By prioritising staff well-being and embracing a people-centric approach to HR management, the Department has witnessed a pleasing transformation, with staff experiencing increased job satisfaction and a heightened sense of belonging, thereby contributing to a more motivated and stable workforce. Collectively, the people-first culture has been instrumental in enhancing staff engagement and collaboration, and cultivating a culture of professionalism within the Department.

Participation in HR Excellence Awards

The Hong Kong Institute of Human Resource Management (“HKIHRM”) provides an esteemed platform where we can showcase our commitment to pursuing excellence and implementing best practices in HR. By participating in the HKIHRM HR Excellence Awards, we gained a valuable opportunity to assess and benchmark our HR strategies against industry standards. Moreover, we can glean insights and learn from other leading organisations across different fields, thereby enriching our knowledge and expertise. This not only serves as external validation for our HR efforts, but also fuels our ongoing pursuit of excellence, propelling us to elevate our HR practices to new heights. For the HKIHRM HR Excellence Awards 2023/24, we submitted two projects, namely, “Wellness in Crisis” for the Grand Award of Employee Wellness and “The Ensemble of Specialist and Generalist” for the Grand Award of Talent Management.

Wellness in Crisis

On 8 February 2023, the HKSAR Government sent a Search and Rescue Team to join the international rescue efforts for a 7.8-magnitude earthquake in Türkiye. The 59-strong Team was formed by personnel from various departments, including 49 members from the FSD. Prioritising the safety and wellness of the team, the Department provided comprehensive support before, during, and after the operation. Before the team left Hong Kong for the mission, we took various measures to enhance team members’ preparedness, including arranging briefings by our clinical psychologists, and a send-off at the airport by senior government officials and the Director of Fire Services. During the operation, we made necessary arrangements to maintain the well-being and functioning of team members, such as organising campfire sessions to enhance mutual support among them, and ensuring network accessibility via satellite phones so that they could keep in contact with their families. After the team’s return from the operation, we focused on addressing their physical, mental/emotional, and social needs. Psychological first aid sessions were arranged for them, and they received a warm welcome by senior government officials and the Director of Fire Services upon their arrival in Beijing and their return to Hong Kong. Their remarkable performance and selfless devotion throughout the nine-day mission were further recognised when they were awarded the Chief Executive’s Award for Exemplary Performance in June 2023.

To show the Department’s support and appreciation for the team’s efforts, an uplifting team-building song was produced, which quickly gained popularity on social media. The song, along with the supportive and appreciative response of the people of Hong Kong, helped boost the morale of team members. Additionally, on Valentine’s Day, the Director of Fire Services gifted each FSD member’s family a box of chocolates, expressing gratitude for their unwavering support for this arduous mission. These thoughtful acts of recognition and support effectively fostered unity and camaraderie within the Department. Furthermore, our support team in the Department maintained close communication with team members and their families, which enabled the management to promptly identify their needs and secured the required assistance from our different units at various stages of the operation.

The FSD recognises the importance of employee wellness, and understands that a well-designed wellness programme can empower employees to thrive in the rapidly changing work landscape. Such programmes should attach importance to employee well-being and provide comprehensive support, guiding individuals to approach their work with enthusiasm, focus, and a collaborative mindset. They not only promote physical health, but also foster mental and emotional resilience, create positive work environments, encourage personal growth and self-awareness, and support work-life integration. By adopting these holistic approaches, employees are better equipped to adapt, innovate, embrace changes, and tackle unforeseen challenges.

Understanding the challenges and pressure our members need to face in their work environments, the Department has taken proactive measures to promote their psychological and emotional health. Our Psychological Services Unit (“PSU”) provides clinical psychological services, psychological support in critical incidents, as well as training and education on psychology-related topics, playing a vital role in promoting psychological wellness of our members. Aremarkable initiative launched by the PSU is the Value Driven-Actions (“VdA”) Campaign. Featuring a series of workshops with the aim of instilling departmental core values from a positive psychological perspective, the VdA Campaign has proved to be a success. The workshops have been attended by thousands of our staff members, garnering very positive feedback. Through these endeavours, the FSD not only prioritises the well-being of our members, but also fosters a supportive and psychologically healthy work environment.

The Ensemble of Specialist and Generalist

The FSD is steadfastly committed to investing in our staff and unleashing their full potential, which can create an effect of talent multiplication. Through a systematic approach, we identify, develop, integrate, and sustain talent, with the ultimate goal of nurturing a talent-driven workforce. This is achieved by aligning staff members’ capabilities with our Service strategies and integrating them into operations, as well as fostering the growth of individuals to become well-rounded experts. To this end, the Department has established 14 specialised teams that excel in various areas of expertise. These teams enable us to tackle the ever-challenging environment as well as develop advanced techniques and professional skills among our talented members.

Due to the highly professional and demanding nature of the responsibilities of these specialised teams, accurate talent identification and classification are of utmost importance to ensure team members are competent and suitable for the job. To qualify as a team member, candidates must undergo a stringent selection process. To further explore the unique attributes of candidates that may shed light on their competence and suitability, the PSU has piloted an innovative study on the similarities and differences in psychometric constructs between candidates and existing members of selected specialised teams equipping with unique operational competency.

Continuous professional development of the members of these specialised teams is essential to managing and developing talent within the Department. The team members also contribute to the localisation of internationally acquired expertise and skills. The Department promotes talent development through job rotation and assignment planning. This allows our members to maximise their potential and contribute to the Department in diverse capacities. The members teams design and provide training courses for recruits and other Service members across different ranks and units. They also act as the spearhead of operations in serious incidents, and provide guidance and advice to frontline members at the incident scene.

With a scientific selection process for the specialised teams and various talent management and development programmes in place, combined with effective workforce mobilisation and advanced technology utilisation, the Department has cultivated a distinctive organisational capability that provides a sustainable advantage in delivering services. This ensures that the Department remains at the forefront of service delivery, driven by exceptional individuals and a culture of continuous growth and innovation. We empower our members to evolve from generalists to specialists, and ultimately well-rounded experts, who can contribute to the success of the Department.

Protecting Lives, Putting People First

The FSD is committed to safeguarding the life and property of members of the public to maintain the safety, stability and prosperity of Hong Kong. In fulfilling this mission, we constantly face evolving environmental challenges and must therefore remain adaptable and well-prepared to respond to unforeseen circumstances. This is why we adopt a people-centric approach to HR management, with a strong emphasis on the promotion of the well-being of our personnel and enhancement of their level of professionalism.

We have gained valuable insights by participating in the HR Excellence Awards. When preparing the two entries, our working groups have acquired a deeper understanding of the Department’s values and HR management policies, and recognised that effectively managing human resources, harnessing individuals’ strengths and fostering employee engagement are crucial to the success of any organisations.

The notion of “Putting People First” in our HR initiatives resonates with the core principle and value shared by our members. By emphasising a people-centric approach and valuing each member, the Department fosters a sense of unity and team spirit, and conveys the message that every task requires collective effort. As a cohesive team, we will remain committed to our mission of providing high-quality services for the well-being of Hong Kong.