911 call takers and dispatchers are the unsung heroes behind emergency response systems. They play a critical role in connecting individuals in distress with the help they urgently need. Working in high-pressure environments, they must remain calm and composed while dealing with life-threatening situations. They receive distressing calls, gather crucial information, and dispatch the appropriate emergency services to the scene. Dispatchers must make split-second decisions, communicate effectively with callers and first responders, and provide critical instructions to help save lives. Their dedication and ability to handle stressful situations make them a vital lifeline for those in need.
The Weight of Responsibility
In the face of emergencies, they often carry the heavy weight of responsibility on their shoulders, knowing that every call could mean life or death for someone in need. The constant pressure creates an unforgiving work environment, where the seriousness of their everyday tasks leaves little to no room for errors. The demanding nature of the job can take it’s toll on even the most resilient individual and can lead to a cycle of trauma. Dispatchers and call takers, who are often dealing with the effects of trauma and stress, can find it difficult to effectively communicate, empathize, and connect with others both in their professional and personal lives.
The Energy of the Call Centre
The energy of a 911 call centre is a blend of conflicting emotions – a mixture of pride and responsibility that hangs heavy in the air. As a new call taker, I embarked on this journey with anxious excitement. I remember one of my first experiences was the call centre coming alive in celebration as we successfully worked as a team to help locate and stop an impaired driver, a moment of shared accomplishment and fulfillment. However, there were also moments when the burden of responsibility felt like an insurmountable weight with deep-rooted expectations, tireless pressure, criticisms, and even occasional ridicule – all in the name of managing life-and-death emergencies.
The Subtle Effects of Trauma
Over time, the weight of every life-and-death situation combined with the relentless expectation and criticism chipped away at my desire to be part of this world. As the days wore on, the joy and pride I once felt in helping others began to diminish, replaced by a sense of isolation and disillusionment. The constant scrutiny and ostracism from some colleagues left me feeling like an outsider, slowly eroding away at my drive and passion for the job.
Research indicates that chronic stress can negatively affect social behaviour and interpersonal relationships (Taylor, 2007) and can lead to mood swings and emotional instability (McEwen, 2007). Over time, a dysregulated nervous system can make it difficult for individuals to relax, engage in meaningful social interactions, and regulate their emotions (Thayer, 2009). Something many first responders processing trauma can relate to.
Recognizing the Impact of Trauma
Recognizing the subtle impacts of trauma, I eventually made the decision to leave my role as a 911 call taker. I came to understand how trauma can be contagious - unknowingly touching all those that I came into contact with. Those who do not heal from their traumas can unintentionally hurt others - a cycle that haunts so many first responders and their loved ones. Leaving the role was both liberating and bittersweet; it was essential for my own well-being and mental health.
The Profound Effects of Prolonged Trauma
Each day, the 911 call centre bears witness to a wide spectrum of traumatic events, from domestic violence and accidents to suicides, medical emergencies, and even child-related incidents. These calls not only expose individuals to distressing and life-altering situations but also unknowingly leave an unforgettable mark on their own well-being. Dispatchers and call takers are often the first point of contact for individuals in crisis, and as they absorb the emotional weight of these traumatic incidents, the toll on their mental and emotional health becomes evident.
This prolonged exposure to harmful and sometimes graphic content can have profound effects. Research has shown that traumatic experiences can lead to a heightened sympathetic nervous system - your flight or fight response. This response in the autonomic nervous system is associated with chronic stress, anxiety, depression, hypervigilence, PTSD (Jakšić, 2011), and other mood disorders (Pietrzak, 2012). It can impact ones own well-being and has the potential to cause difficulty relating to others, decreased job satisfaction, and strained working relationship. Unaddressed trauma can unintentionally create a cycle of suffering.
A Call to Empathy and Understanding
In my own experience, I realized that I was finding it harder to understand and connect with the people calling for help or those affected by emergencies. This made it challenging for me to provide the support and assistance people needed. As first responders deal with their own emotions in response to traumatic situations, they can start to feel emotionally numb, distant, easily irritated, and have trouble expressing their feelings. Over time, the ongoing exposure to trauma can make individuals feel more anxious, stressed, and ultimately lead to burnout.
Recognizing the daily trauma that dispatchers and call takers experience is crucial to understanding the high prevalence of stress, burnout, PTSD, and mood disorders in the profession. They are the first to listen and respond to some of the most distressing and life-threatening situations, as they serve as the initial point of contact for public safety emergencies.
Extending Compassion and Support
Let's stand together with the unsung heroes of emergency services. It’s time to break the stigma around mental health and offer our support. Together, we can create a caring community, sharing the burden and lifting each other up. Extend kindness and compassion to our silent heroes, and be the force behind the change they deserve.
Sources
Follette, Victoria M., Jacqueline J. Pistorello, and John Briere. "Concurrent Treatment of PTSD and Substance Use Disorders Using Prolonged Exposure (COPE): A Treatment Manual." Cognitive and Behavioral Practice, 11(2), 2004, pp. 172-177.
Jakšić, N., Ivezić, E., Jokić-Begić, N., Kudrić, M., & Čurković, M. (2011). Risk Factors for Posttraumatic Stress Disorder (PTSD) in Croatian War Veterans: Retrospective Study. Croatian Medical Journal, 52(6), 674-684.
Klimley, Kristin E., et al. "Posttraumatic Stress Disorder in Police, Firefighters, and Emergency Dispatchers." Journal of Anxiety and Depression, vol. 25, no. 7, 2019, pp. 860-869. doi: 10.1016/j.avb.2018.08.005.
McEwen, B. S. (2007). "Physiology and Neurobiology of Stress and Adaptation: Central Role of the Brain." Physiological Reviews, 87(3), 2007, pp. 873-904.
Pietrzak, R. H., Goldstein, R. B., Southwick, S. M., & Grant, B. F. (2012). Prevalence and Axis I comorbidity of full and partial posttraumatic stress disorder in the United States: Results from Wave 2 of the National Epidemiologic Survey on Alcohol and Related Conditions. Journal of Anxiety and Depression, 25(3), 456-465.
Taylor, S. E., & Stanton, A. L. (2007). "Coping Resources, Coping Processes, and Mental Health." Annual Review of Clinical Psychology, 3, 2007, pp. 377-401.
Thayer, J. F., & Lane, R. D. (2009). "Claude Bernard and the Heart-Brain Connection: Further Elaboration of a Model of Neurovisceral Integration." Neuroscience & Biobehavioral Reviews, 33(2), 2009, pp. 81-88.
Van Der Kolk, Bessel A. The Body Keeps the Score: Brain, Mind, and Body in the Healing of Trauma. Penguin Books, 2015.
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