Workplace Stress: The Impact of Trauma — Reducing Stress: A Toolkit for 9-1-1 Call Center Managers

9-1-1 and Trauma

A veteran 9-1-1 worker is describing how her work has affected her mental health:

I've been working as a dispatcher for over 20 years, and you just learn to deal with stress. But once in a while, I still wake up at night thinking about that call I took during my first year on the job.

She goes on to describe a call in which she was not able to prevent the death of a child.

Like other first responders, telecommunicators deal with upsetting events every day. But because telecommunicators aren't physically present at these events, it may seem that they should be less affected by them.

But research shows that it's not necessary to be physically present during an upsetting event to be affected by it over time. Here are some important findings about trauma and telecommunicators.³

dripping faucet with this quote on it: Imagine a faucet dripping in a bucket. The bucket will patiently collect the water . . . until it flows over. Retired supervisor, King County, WA

A veteran 9-1-1 worker is describing how her work has affected her mental health:

I've been working as a dispatcher for over 20 years, and you just learn to deal with stress. But once in a while, I still wake up at night thinking about that call I took during my first year on the job.

She goes on to describe a call in which she was not able to prevent the death of a child.

But research shows that it's not necessary to be physically present during an upsetting event to be affected by it over time. Here are some important findings about trauma and telecommunicators.³

A veteran 9-1-1 worker is describing how her work has affected her mental health:

I've been working as a dispatcher for over 20 years, and you just learn to deal with stress. But once in a while, I still wake up at night thinking about that call I took during my first year on the job.

She goes on to describe a call in which she was not able to prevent the death of a child.

But research shows that it's not necessary to be physically present during an upsetting event to be affected by it over time. Here are some important findings about trauma and telecommunicators.³

Dealing with Trauma

You may not be able to prevent your employees from experiencing upsetting calls, but you can help to minimize the impact on employees' mental health.⁴ You can:

Know the signs of trauma. Pay attention to your employees, especially those you know have been involved in difficult calls. Look for:

Exposure to incidents involving the risk or occurance of death or severe injury.
Isolation or withdrawal from social contact.
Numbed emotions or lack of empathy.
Seeming “zoned out.”
Strong emotions, including anger or guilt.
Repeatedly missing work.
Trying to avoid certain duties at work.
Substance abuse.

three people in a support group environment

Talk about it. If your center does not already have one, consider developing a protocol for talking about the effects of upsetting calls.

Draw on the understanding and empathy of telecommunicators to help each other.
Consider formal or informal group discussions of any events that may have affected a number of telecommunicators at your center.
Try informal peer support programs to help telecommunicators help each other.
Offer one-on-one support opportunities, since not everyone is comfortable in group settings.
Plan for the emotional consequences of large-scale emergencies that may affect many telecommunicators.

stones stacked in a row suggesting meditation

Manage the symptoms. Mindfulness and other psychological techniques can help manage the symptoms of traumatic stress, including insomnia and chronic worry. Other factors that help protect from the worst effects of upsetting events include:

A strong sense of supportive community.
Continuing faith in the call center's ability to help people.
Some degree of control within the working environment.
Positive feelings from helping others.
Counseling: employee assistance progrmas and partnerships with therapists in the community can help facilitate the use of professional counseling for those whose distress may be lingering.