Call To Action

As a 911 emergency dispatcher, you're on the front lines of emergency response, dealing with an array of high-intensity situations daily. Your job immerses you in scenarios that many can barely imagine including drownings, situations involving distressed children, suicides, and physical assaults.

This constant exposure doesn't just test your professional skills; it also places you at a heightened risk for Secondary Traumatic Stress (STS). Your role is vital in orchestrating emergency responses, but it also means absorbing the stress of others regularly. It's crucial to recognize the impact this has on your mental well being and to understand the importance of seeking support and care in managing these challenges.

In this edition of Mental Health Matters, we delve into findings from the 2015 study by Trachik and team, titled "Is Dispatching to a Traffic Accident as Stressful as Being in One? Acute Stress Disorder, Secondary Traumatic Stress, and Occupational Burnout in 911 Emergency Dispatchers."

Key findings of the study:

1.    Prevalence of psychological challenges: The study by Trachik et al. uncovered that a significant number of emergency dispatchers struggle with Acute Stress Disorder (ASD), STS, and occupational burnout, at rates substantially higher than the general population. This indicates the unique mental health challenges inherent in emergency dispatch work. The study emphasizes the intense psychological impact of constantly managing crisis situations, which can lead to serious stress-related conditions and emotional exhaustion, underscoring the need for tailored support and interventions in this high-stress profession.

2.    Impact of work conditions: The study highlighted that certain job-related factors significantly influence stress and burnout levels among emergency dispatchers. A key finding was the correlation between the duration of employment and the type of shift schedules with the prevalence of stress-related conditions. Particularly noteworthy was the observation that emergency dispatchers working rotational shifts exhibited a higher likelihood of developing symptoms of ASD. This insight underscores the impact of work environment and job structure on the mental health of emergency dispatchers, pointing toward the importance of considering these factors in efforts to mitigate occupational stress and improve well being in this critical role.

3.    Types of calls and stress levels: The research conducted by Trachik et al. revealed a notable aspect of emergency dispatch work: Specific types of calls have a profound impact on emergency dispatcher stress levels and their ability to function effectively. Emergency calls involving children or first-party callers were found to be particularly distressing, leading to elevated levels of stress and functional impairment among emergency dispatchers. This finding emphasizes the intense emotional and psychological demands placed on emergency dispatchers when dealing with highly sensitive situations. It highlights the need for specialized support and training for emergency dispatchers to help them manage the unique challenges posed by these types of emergency calls.

Our deep dive into Trachik et al.'s (2015) study reveals a pressing need for comprehensive mental health support for 911 emergency dispatchers. The study's findings highlight that these professionals, who are essential in our emergency response system, face a substantially higher risk of ASD, STS, and occupational burnout compared to the general population. Recognizing these challenges is just the first step; there is an urgent need for tailored support and intervention strategies to address the unique demands of their role. Factors such as shift patterns, the nature of distressing calls, and the overall duration of service in this field all play a significant role in the mental well being of emergency dispatchers.

By focusing on these areas, we can aim to provide more effective support, enhancing not only the mental health of emergency dispatchers but also the quality and efficiency of the emergency services they provide. It's a call to action for all of us in the emergency response community to prioritize the mental health of our frontline heroes, ensuring they have the support they need to continue their vital work.

With deepest respect and gratitude,

Paul Bourgeois, Ph.D. 
Associate Professor
Psychology Department
University of New Haven (Connecticut, USA)