Speaking with PSAP directors and communications managers across the country, some painful realities are expressed consistently. Morale is at an all-time low. Attrition is preventing staffing levels from getting to where they need to be. Absenteeism is out of control. Claims for injury-on-duty are on the rise, filed by employees with less and less time on the…
“Just take one call at a time,” my supervisors would say before I was about to start another shift on the 9-1-1 lines, offering a way to (hopefully) prevent mistakes and complaints on the phones. It’s actually great advice. Taking one call at a time means that you meet the current call as if it…
The power of gratitude has been well-researched and documented, with the scientific study of its effects beginning over thirty years ago as the field of Positive Psychology. Through Martin Seligman’s work, we found concrete evidence that dwelling in a state of gratitude, optimism, happiness and compassion can increase long-term feelings of well-being and resilience. You can…
The tension and strain caused by dispatcher stress affects your relationships both on and off the job. If you’re experiencing burnout at work, the distance and disconnection you feel quickly gets spread to the home. Fights are often caused by a short fuse after a rough day on the phones and then not enough fun…
When someone hears that you’re a 9-1-1 operator, their mind immediately goes to the life-and-death calls. “Geez, that must be stressful,” they wonder aloud. While it’s true that some calls are overwhelming, it isn’t usually the calls or radio traffic that create the most stress. It’s something more pervasive. Below, Debra, a career 9-1-1 operator,…
Nothing can bring you peace but yourself. ~Ralph Waldo Emerson If you find yourself tense and anxious when your weekend arrives, it may be time to access some relaxation. Relaxation is the key to getting free of the old patterns of worry and frustration. When I talk about relaxation, I’m not talking about going…
