80/20 Rule

In emergency communications, giving 100% is often worn as a badge of honor. The headset goes on and so do the invisible capes. We show up no matter how tired, how stressed, or how unseen we feel. But here’s the quiet truth many don’t admit: Giving 100% to everything all the time leaves us with nothing.

That’s where the 80/20 rule comes in.

I’m not talking about Pareto’s Principle or call volume metrics. I’m talking about a mindset—one that’s rooted in resilience and sustainability, not burnout masked as dedication.

My 80/20 rule
The 80/20 rule in this context is simple: Never give 100% of yourself away to any one thing. Always preserve a part of you—for you.

In a profession built on urgency and service, this idea feels counterintuitive. But if we want Emergency Dispatchers to thrive—not just survive—we have to redefine what strength looks like. Strength is not depletion. It’s knowing your limits. It’s recognizing when your battery is low and being supported both organizationally and culturally in taking time to recharge.

We’ve talked a lot about wellness and mental health, and while resources are improving, true wellbeing requires more than access. It requires permission from leadership, from culture, and from within. It’s not enough to say “take care of yourself” if every system in place demands otherwise.

The real question becomes: Does your culture make space for the 20%?

Because in that 20%, we find our clarity, our purpose, our why. And purpose isn’t just a feel-good phrase: It’s the foundation of resilience. When Emergency Dispatchers feel aligned with their role, when they feel their work is valued and their voice is heard, they don’t just perform better—they feel better.

The 80/20 rule doesn’t ask you to give less to the mission. It asks you to invest wisely in what matters, including yourself. Maybe it means protecting one day off from extra shifts. Maybe it means closing the laptop when the shift ends or going for a walk to clear your head. Maybe it’s just intentionally taking a breath before the next call.

Functional application
For me, the 80/20 shows up in many ways. After completing my first Ph.D. during the COVID-19 pandemic, I found renewed purpose in functional fitness—training not just for strength, but for life. Participating in global events like HYROX, including most recently in Doha, Qatar, is more than an athletic challenge. It’s a commitment to my own resilience. It’s time set aside to maintain balance, to recharge, and to return stronger.

Travel plays a similar role, offering me the opportunity to reset my atmosphere, gain perspective, and stay connected to the broader world. These practices aren’t luxuries. They are investments in sustainability, so I can continue showing up with clarity, empathy, and purpose.

The key is to make that 20% intentional—not accidental. Not leftover. Not earned only after collapse.

As leaders, it’s on us to model this. To normalize it. To build policies and cultures where boundaries aren’t just allowed—they’re respected. That’s not weakness. That’s leadership rooted in care.

So I ask you: What’s your 80/20? What’s the part of yourself you’re holding onto so that you can continue to serve without losing who you are?

This work is hard, but you are worthy of wellbeing. We need you whole.

Andre Jones is the Assistant Executive Director of Communications and Control Centers for Hamad Medical Corporation, the national ambulance service in the State of Qatar. He also serves as the Head of Profession for the Emergency Medical Dispatcher licensure program and liaison to the National Healthcare Incident Command Center. He earned his B.Sc, M.S., and M.P.A. at the Jacksonville (Alabama, USA) State University’s Department of Emergency Management where he is an Adjunct Instructor. He is currently working on his second Ph.D. in I/O Psychology after recently completing his MPhil in I/O Psychology.