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Did you miss the part where they were not answering any calls or doing any hands on work? The shadow is for the applicant to observe and see if they still want the job.
911 dispatch is not flipping burgers, peoples lives are at stake. They need to be on their toes and not have cold feet if they realize they can't handle the stress or are in way over their heads.
You're still asking them to be present in a job environment. I get why you do that, but i also see why it would nark people. It's taking unpaid time for preparation for a job they may not even get.
Do you expect people to get paid for showing up to a job interview? Because that's, in essence, what it is- a second round of interviews, albeit a pretty informal one.
And since we're obviously a 24/7 operation, there's a lot of flexibility on when we can schedule it, not like most interviews where you probably have to take time off of work for it, we do a lot of them on weekends and evenings.
It's also a really good chance to see what the workplace culture and actual day-to-day reality of the job is like and to talk to people who are actually doing the job instead of just taking some suit from HR's word for it.
If it's two hours long, yes! I expect to get paid for that time. Absolutely.
I have never shadowed at a new job and had it be unpaid.
For a new job, sure, you should be getting paid. This is part of the hiring process, you don't have the job yet.
I've known a lot of people who've gotten jobs that have had a half dozen or so rounds of interviews, how many hours does that add up to? Every other interview I've ever done was at least 30-45 minutes, so after 3 rounds or so of interviews at another job you've pretty much broken even on that.
And with other jobs that's often spread over multiple days or weeks that you'd probably need to take time off from your current job for. I'd gladly take this hour or two on a night or weekend over that.