Tips for managing stress on the 911 Dispatch Floor

When I tell people that I work in a 911 dispatch center, the first response I generally get is "oh that must be stressful." Yes - the industry I work in is very stressful but to be honest, I didn't really notice the effects that it had on me until later. I didn't recognize the toll it was taking on me until I hit a proverbial wall and felt like the world around me was going a million miles an hour while time stood still for me. I was overcome with an almost intolerable amount of stress and anxiety in what felt like one fell swoop and I had zero coping skills for managing that.

A 911 call center is one of the most high-pressure/high-stress environments imaginable. Everything you do can make a life or death difference; every decision, every call, and every action genuinly can change the outcome in someone's life in a major way. It really should have been no surprise that this intensity can and will take a significant toll on the mental health and wellbeing of telecommunicators. Managing stress effectively isn’t just a personal priority for 911 dispatchers—it’s a professional necessity.

Dispatchers face unique stressors, including:

• Forced to make decisions quickly and remain calm under pressure - especially during very intense incidents.

• Carrying the emotional weight of distressing or traumatic calls they have handled. Most of the time dispatchers never hear about the outcome.

• Talking callers through traumatic situations without any physical way to help them.

• 911 Dispatchers generally have to manage multiple calls, radio traffic from road patrol, and databases simultaneously. This mental workload can sometimes feel overbearing and demands mental agility.

• Many 911 dispatchers work irregular hours and long shifts which can disrupt sleep and affect overall health.

Without effective stress management, these factors can lead to burnout, decreased job performance, and even long-term health problems.

Practical Stress Management Techniques

1. Controlled Breathing

   • Deep, diaphragmatic breathing can reduce stress in seconds.

   • Try the 4-7-8 technique: Inhale for 4 seconds, hold for 7 seconds, and exhale for 8 seconds.

   • Use this method during moments of high tension to regain focus.

2. Grounding Exercises

   • When overwhelmed, grounding techniques can help re-center your mind.

   • Example: The 5-4-3-2-1 method—name 5 things you see, 4 you can touch, 3 you hear, 2 you smell, and 1 you taste.

3. Physical Activity

   • Regular movement, even on the job, can help reduce stress. Try simple stretches or walking during breaks.

   • Engage in physical activities during your off time from work, like yoga, running, or swimming. If your agency has a gym on site and allows you to use it, take advantage and get a workout in! You'll feel much better afterwards!

4. Mindfulness and Meditation

   • Practice mindfulness to focus on the present moment. Apps like Calm or Headspace offer quick, guided sessions tailored for busy schedules.

   • Even 5 minutes of mindfulness during a break can improve clarity and reduce anxiety.

5. Cognitive Reframing

   • Shift your perspective on challenges. Instead of focusing on what you can't control, emphasize what you can.

   • For example, instead of internalizing a caller’s anger, recognize that it stems from their fear or frustration in a crisis. Try not to internalize the callers outbursts - we all know they can sometimes say very mean things in the heat of the moment or when they're scared.

6. Peer Support

   • Build a network with coworkers. Sharing experiences and feelings with those who understand can reduce feelings of isolation.

   • Consider participating in or creating a peer-support group at your center. If you don't have one, reach out to other local agencies to see if they do have a peer support program your center can participate. If you still aren't sure where to turn, please reach out to us and let us help get you into contact with someone!

7. Healthy Routines

   • Prioritize regular sleep, hydration, and nutrition to give your body the tools it needs to handle stress. You'd be amazed at how much just sleeping and drinking enough water will do for you.

   • Avoid excessive caffeine and sugar, which can exacerbate anxiety.

8. Use Technology Wisely

   • Leverage tools designed for public safety telecommunicators to streamline workflows and reduce task overload.

   • Time management apps or calming background music (when and where appropriate) can help maintain focus during quiet moments.

Resources for Long-Term Stress Management

1. EAP Programs

   • Many organizations offer Employee Assistance Programs (EAPs) for mental health support. Utilize counseling services or stress-management workshops.

2. Training Opportunities

   • Check out APCO and NENA's site's for stress management courses or conferences, to learn from industry experts.

3. Supervisory Support

   • If you're a supervisor or above and have the ability to implement some of these practices in your center, now is the time to get started! Supervisors should foster a supportive environment by promoting open communication, regular check-ins, and team-building activities.

4. Recognizing Burnout

   • Look for signs of burnout in yourself and others, such as detachment, irritability, or chronic fatigue, and seek support early.

Stress on the dispatch floor isn’t something anyone should manage alone. It's 2024 - the days of pushing your stress so far down that you feel like you're going to explode are gone. Let's break the old routine and build a supportive culture within our centers. With just one small change at a time, you can reduce the toll that the stress of this job takes on you and those in your center.

Remember: managing stress effectively allows you to perform at your best—not just for yourself but for the communities and first responders who rely on you.

What strategies have worked for you?

Share your insights in the comments below and help others thrive on the dispatch floor!