The COVID-19 pandemic highlighted the critical importance of a positive and supportive workplace culture. PSAPs already faced unprecedented challenges: the demanding nature of 911, irregular schedules, exposure to traumatic events, and limited resources. When the pandemic hit, these issues were even more magnified as telecommunicators had to balance the reality of remote schooling, public entity shutdowns, isolation, and uncertainty.

One of the most important takeaways from the pandemic was that organizations who prioritized communication, empathy, and flexibility were better equipped to weather the storm and support their employees.

The lessons learned during the pandemic underscore the value of a positive workplace culture in fostering resilience, engagement, and overall organizational success- specifically in attracting and retaining a skilled workforce. With 82% of PSAPs surveyed by NENA and Carbyne reporting difficulty in filling open positions, it’s clear that the emphasis on culture plays a huge role in keeping PSAP seats full.

The 2024 Pulse of 911 Survey from NENA and Carbyne reported that 29% of respondents considered the negative workplace culture in their PSAP a top workplace issue. Coupled with the growing reports of burnout, a supportive work environment where employees feel heard and validated can make a difference in someone leaving or staying at your PSAP.

It’s simple: In a professional environment where teamwork thrives, support is abundant, and well-being is valued, staff are more likely to stay in that job. That’s the essence of a positive workplace culture. Telecommunicators have a high-stress job, oftentimes experiencing emotional fatigue or even PTSD. A workplace that recognizes that stress and tries to reconcile it the best they can goes a long way.

Clear Communication: Encourage open communication channels where staff feel heard and respected. Regular team meetings, feedback sessions, and anonymous suggestion boxes can provide avenues for dialogue and improvement.

Training and Support: Investing in comprehensive training programs and ongoing professional development not only enhances employees’ skills but demonstrates a commitment to their success. Supporting your team also means providing the tools your telecommunicators need to navigate every type of call. Continual training for both veteran and newly hired 911 emergency telecommunicators keeps call takers prepared for all types of calls, especially the critical ones.

Training is important, but you also need to provide the tools they need to be able to use that training effectively. Consider choosing tools that support telecommunicators by providing flexible scripts and Quick View terms to guide the call taker through handling

Recognition and Appreciation: Recognizing and celebrating the hard work and dedication of employees can boost morale and foster a sense of belonging. Whether through verbal praise, awards, or small gestures of appreciation, acknowledging employees’ contributions goes a long way in building a positive workplace culture. Did one of your telecommunicators help deliver a baby recently? Or help someone escape a house fire? Celebrate it!

Mental Health Support: It is common for people working in this industry to experience vicarious, or secondary trauma. Due to their continuous exposure to victims of trauma and violence, access to counseling services and peer support groups help telecommunicators cope with the stress and trauma that comes with the job. The aftermath of critical calls can lead to PTSD for many. A formal counseling program or a Critical Incident Stress Debriefing (CISD) after these types of calls can help your team process the experience and mitigate stress. Help challenge the stigma about stress and mental health within the emergency response field by giving your team the opportunity to heal.

Work-Life Balance: Striking a balance between work responsibilities and personal well-being is essential for employee satisfaction and retention. Flexible scheduling, adequate time off, and promoting self-care initiatives can help alleviate stress and prevent burnout. Retention is a universal issue in PSAPs and scheduling can be a difficult pain point. Do your best to communicate with your staff, hear their concerns, and try to compromise when possible.

Team Building Activities: Team-building activities and social events outside of work can strengthen bonds among staff members and promote a sense of camaraderie. Building a supportive network within the workplace helps employees feel connected and valued. It’s important for telecommunicators to have peers who can relate to their experience, offer support and advice, and just understand their questions, concerns, and problems.

In public safety, a positive workplace culture is not just about improving employee morale; it’s about ensuring the effectiveness and efficiency of emergency response operations. By prioritizing communication, support (in the form of the right tools, training, and emotional support), recognition, work-life balance, and team building, PSAPs and 911 communications centers can create environments where employees feel empowered, valued, and motivated to make a difference in their communities. Investing in the well-being of staff is not only a sound recruitment and retention strategy but also a testament to the commitment to public safety and service excellence.

Once a telecommunicator, always a telecommunicator. We are proud to say nearly 25% of current PowerPhone team members are former telecommunicators, PSAP supervisors, and trainers. Founded by the frontline, we rely on and value our team’s public safety expertise because it influences and shapes the products and services we provide to the 911 community.

This National Public Safety Telecommunicators Week, we are spotlighting the 911 leaders who have sat in the seat and now dedicate their time and expertise in roles at PowerPhone. Their current mission: helping telecommunicators around the country transform information into action. Every call. Every time.

Please be advised that the content below discusses critical calls involving various emergency scenarios.

Doug Boone, Support Specialist, was a telecommunicator in Tennessee for 23 years. Doug says his favorite part of this crucial job was, “Keeping the responders as safe as I could.” Telecommunicators must collect information as quickly and accurately as possible and ask the right questions to ensure officers, firefighters, and EMS are sent to the scene with as much relevant information as possible. Joe Lefebvre, Implementation Manager, who has worked in public safety for 15 years as a firefighter, paramedic, and telecommunicator, agrees. “What I loved about the job was the comradery with the officers and firefighters. Helping them do their job as safely as possible.”

Ann Trotto, Course Approval Specialist, was a telecommunicator for seven years in Massachusetts, and says her favorite part of the job was the ability to help people. “It’s all about helping people. The feeling I would get at the end of a call when I know I was able to get it dispatched and have a responder there within minutes, whether it was something as simple as a shoplifter, or as serious as an overdose.”

Summer Bartlett, Account Associate, was an Oregon telecommunicator for almost 12 years. “My most memorable call was the time when I was scanning the public works channel and heard an employee yelling to their office on the radio to call 911. I could tell by their tone and yelling, it was bad. So, I asked my partner to call our private ambulance company and I sent the fire department immediately. I think I said something to the effect of, ‘Just go to this location, I don’t know what’s going on, but I heard them yelling for help.’ Their office staff called 911 shortly after and we reassured them that help was already on the way. An employee was working in a 10-foot trench cutting a pipe, when the saw kicked back and hit him in the neck, severing his trachea. The fire department personnel, public works personnel, the ambulance personnel, and I, were all honored for the quick and effective assistance rendered. It’s an amazing story.”

Joe Dunn, Account Manager, was a Connecticut telecommunicator for three years. Joe told us about an impactful moment for him that was from a child caller. “One time I took a call from a young child whose mother was choking. I heard her gasping for air in the background, but the child was too young to help clear the obstruction. Not being able to do anything besides keep the child calm was a terrible feeling. Luckily, the fire department was close by and able to get there in time. Learning that the mother was okay was one of happiest moments of my life!”

Sometimes calls come in from unexpected locations. For Implementation Manager Joe Lefebvre it was from Canada while he was answering 911 calls in Massachusetts. “I took a 911 call from a stranded female who was rear ended on a remote roadway in CANADA at 2am. I could have easily told her to call her local police department, but her cell phone was almost dead and the male that struck her was still there. I kept her on the line and used mapping software to best guess her location and found the nearest PD almost 50 minutes away. I contacted them and they dispatched an officer. I advised the caller but then her phone died. I felt helpless. When I followed up with the PD an hour later, they told me they found her and ended up arresting the male for very “suspicious” reasons. She was safely escorted home.”

Support Specialist Doug Boone told us about another call that helped him remember why he chose 911 as a profession. “I received a call from an 11-year-old girl who was walking on the train tracks with her 6-year-old brother. The little boy got his shoe stuck in the track and his sister could not free it. She was able to call 911 about the same time as she heard the train whistle. I began trying to help her with ideas to free his foot while in the background having my partner call the railroad. They informed us they had a pusher engine and there was no way they would be able to stop in time. The little girl could not free his foot so I instructed her to grab his upper body and pull it as far as she could away from the track. All the while, I had police running code to get to them. He was crying, the little girl was crying, and I was screaming for her to pull. I could hear the train getting closer and my heart sank as I heard it pass. The little boy lost the tip of three toes, but his life was spared. I was able to meet them a short time after and the little boy hugged me and said thank you for saving my life. I never will forget that one.”

Erin Winslow, Implementation Manager, who was a telecommunicator for 20 years in Virginia, talks about a moment that led her to discovering her passion in Public Safety. “My sergeant called me into her office and told me I was chosen to represent dispatch on a committee for mental health advocacy. That was the beginning of my work in Crisis Intervention. I found a passion for the work I never knew I had.”

Gary LeTourneau, Implementation Manager, was a telecommunicator, supervisor, assistant director and director for 29 years in Michigan and Indiana. “An elderly man called in about chest pain and was disconnected. I was very green and called them back to check on him and I learned he was in cardiac arrest. I was able to instruct his family to give him CPR. He survived. I later met the family and received an award, and learned just how much of a difference I could make.”

Adriana Sorge, Implementation Manager, served nearly 23 years in Tennessee as a telecommunicator, floor supervisor, communications supervisor, and assistant director. “Having the opportunity to make a meaningful impact in people’s lives during critical moments makes it all worth it.”

Jim Jones, Content Manager, was a telecommunicator, CTO, supervisor, and training coordinator in Illinois, just outside of Chicago for 16 years. “I met my best friends working in 911. Even while dealing with people in distress or people who were not pleasant to deal with, I was surrounded by and worked with some of the best people.”

We asked our team of former 911 professionals to pass along some of the wisdom they gained throughout their careers.

“Do what you love. If that means staying in the seat for 50 years, do it. If that means moving up in the ranks, do it. Do what makes you happy in this career. The overtime and the mental toll can be a lot, but at least be happy doing what you’re doing while you’re doing it!” – Summer Bartlett, Account Associate

“Talk about your bad shifts with someone. Don’t bottle up all the traumatic things you experience. You won’t regret talking about it.” – Doug Boone, Support Specialist

“Don’t forget the person on the other end of the phone is a human and may not being having the best day of their life if they’re calling 911. Give them everything you’ve got.” – Gary LeTourneau, Implementation Manager

“Take advantage of as much training as possible. Always continue to train for the future, so you can pivot if you need to. And always be open to new technology in the industry because it can really help you do your job.” – Erin Winslow, Implementation Manager

“Take care of yourself first.” – Jim Jones, Content Manager

“Self-care and mental health are vitally important. Being a 911 telecommunicator is a job that is incredibly emotionally challenging.” – Adriana Sorge, Implementation Manager

“I think a lot of telecommunicators believe they don’t have opportunity for career advancement and that they aren’t learning transferable skills. The situations you face and decisions you need to make daily teach you skills that are extremely transferrable in both private and public sectors. In other words, being a telecommunicator teaches you many ‘soft skills’ that are hard to get in other types of jobs. Don’t undervalue your experience!” – Joe Dunn, Account Manager

“Empathy and multi-tasking skills are a priority. You are the central hub between chaos and calm.” – Joe Lefebvre, Implementation Manager

“Be sure to talk about your bad calls with someone. Whether it be a co-worker or a professional, it will help.” – Ann Trotto, Course Approval Specialist

We know it’s not easy. We know because we’ve been there. But even with the understaffing, the emotional toll, the long hours, and more, you are still in those seats. Answering the calls of those at their most vulnerable, on their worst days.

Be proud of what you do! It takes a special type of person to do this job, and here at PowerPhone, we see you, we hear you, we appreciate you, and we do what we do to help YOU.

Behind every successful emergency operation lies a team of highly trained 911 telecommunicators, ready to provide calm guidance and quickly gather important information in times of crisis. Give your telecommunicators the tools they need to be successful in their job, and you will help keep them in their seats.

Confidence is key in any high-pressure situation, and for 911 telecommunicators, it is indispensable. Comprehensive training equips them with the skills and knowledge needed to handle diverse emergencies efficiently. From medical emergencies to natural disasters, or even an officer down scenario, a well-trained telecommunicator can confidently navigate through any call, ensuring a timely and appropriate responses for every call, every time.

Training doesn’t just benefit the individual telecommunicator, but it helps all responders. It also fosters a sense of investment in the 911 center. When call takers feel prepared and supported, they are more likely to develop a strong attachment to their workplace.  

Centers can cultivate a culture of excellence and commitment among their staff by providing training programs that prioritize skill development and professional growth.

For any professional, career advancement opportunities and training serve as the gateway to growth. It opens doors to specialized roles such as supervisory positions, training coordinators, or even management positions within emergency response organizations. By offering continuous learning and development opportunities, centers can empower their employees to chart meaningful career paths within the field and offer an additional incentive to stay at the center. Regardless of the industry, when a workplace invests in their employees, employees invest in the workplace.

High turnover rates pose significant challenges for emergency communication centers. However, comprehensive training programs can be a powerful tool for retention. When telecommunicators feel valued, supported, and equipped to handle the demands of their role, they are more likely to stay committed to their careers for the long term. By prioritizing training and professional development, centers can reduce turnover rates and maintaining a stable, skilled workforce. 

Training plays a multifaceted role in empowering 911 telecommunicators and improving the overall effectiveness of emergency communication centers. Training programs serve as a cornerstone of success in the world of emergency response. These programs instill confidence, foster investment in the center, provide pathways to advancement, and promote retention. 

As technology evolves and new challenges emerge, continued opportunities for training will remain essential in ensuring that telecommunicators are prepared to meet the demands of their crucial role on the front lines of emergency response.

Training should not be treated as an afterthought. It’s an integrated part of your call taking process and should be a seamless part of your PSAP.  

How do you train new telecommunicators at your PSAP? What about continuing education? Does your PSAP have any training requirements?  

If you are having a hard time retaining talented telecommunicators, it may be time to reevaluate your current training platform. Having training options for your team that are in-depth, provide certifications, are consistent with local and federal requirements, and are available on-demand, can help you keep your team prepared and confident to take on any call.  

Implementing a training platform like our Site Licensed Training, that is included with our Total Response decision support system, provides PSAPs with an easy, flexible, on-demand option to not only train effectively for their position, but grow professionally. If you’re looking for a fresh take on 911 telecommunicator training, check out our Site Licensed Training portfolio here. 

Benjamin Franklin said it best, “For the best return on your money, pour your purse into your head.” 

Effectively training your team is an investment in your team. A team that feels investment from their leadership, will continue to invest themselves into your PSAP.

The backbone of effective emergency response lies in the hands of 911 telecommunicators.
These dedicated professionals play a crucial role in ensuring timely and accurate responses to all types of emergencies. However, the increasing number of retirees and professionals leaving the industry, mixed with the lack of new call takers applying for the roles needing to be filled, has highlighted a pressing need to boost staffing levels. In this blog, we’ll explore practical strategies to attract and retain skilled individuals for these critical roles.

Investing in comprehensive training programs and certifications is key to equipping 911 call takers and dispatchers with necessary skills. Only 44% of telecommunicators surveyed by NENA felt adequately trained to respond to most crises*, which certainly shows the disconnect.

Leadership should consider partnering with a reputable training company to ensure that staff members receive up-to-date and relevant education. Continuous training not only enhances performance but also boosts confidence in handling diverse emergency situations. This confidence can help your call takers be prepared for the types of calls they’ll ultimately receive.

Providing your employees with certification opportunities can also offer them an additional incentive for career advancement and shows your investment in them as team members.

One of the most effective ways to attract and retain skilled professionals is by advocating and offering competitive pay and benefits. Leadership must recognize the demanding nature of 911 call taking and reflect this understanding in the compensation packages. A well-structured benefits program, including health insurance, retirement plans, and other perks, can make these positions more attractive to prospective candidates.

While you may not always have that much decision-making power for things like pay and benefits, advocating for your team can often go a long way.

One way we can encourage a universal increase in benefits for telecommunicators is by supporting the 911 SAVES bill. This legislation would reclassify Public Safety Telecommunicators as a “Protective Service Occupation” in the federal government’s Standard Occupational Classification system. This would provide telecommunicators with additional equity in responder benefits like mental health support and the ability to apply for government grants. You can learn more about this initiative and reach out to your members of Congress here.

Create a clear career advancement path for your 911 call takers. Instituting incentive programs that reward continuous learning, exemplary performance, and tenure can motivate employees to stay and grow within the organization. This not only benefits the individual but also ensures a pool of experienced staff for critical roles. It can be extremely motivating for new hires to see that their hard work and dedication is not only recognized but rewarded.

Ninety percent of PSAPs surveyed by NENA provide some type of support service, however only 18% of telecommunicators use them*. This may be an indication of a lack of awareness of the services available to them or maybe even an overall dismissal of the use of them. Either way, there’s a disconnect.

Working in the public safety industry can be emotionally taxing due to the nature of the calls they handle. Recognizing and addressing the mental health needs of these professionals is crucial. Implementing counseling services and support programs can help them cope with stress and trauma. Creating a culture that prioritizes mental well-being contributes to a healthier and more resilient workforce.

Leadership in PSAPs and emergency response centers should encourage their telecommunicators to use these mental health services and make them easily accessible.

Acknowledge the challenging schedules that come with emergency response roles. Offering flexible scheduling options, such as compressed workweeks when feasible, can enhance work-life balance. This flexibility can be a deciding factor for individuals considering a career in 911.

Foster a sense of pride and community among your team. Highlight their contributions through community engagement initiatives and recognition programs. By showcasing the importance of their role in public safety, decision-makers can enhance job satisfaction and instill a sense of purpose in their staff.

By making these critical workplace changes, leadership can create an environment that attracts and retains the dedicated professionals needed in public safety.

* 2023 Carbyne and NENA Pulse of 9-1-1: State of the Industry Survey

In the fast-paced world of emergency response, there’s a group of heroes working diligently behind the scenes, often unnoticed and underappreciated – the 911 telecommunicators. These dedicated professionals are the calm voices on the other end of the line during our most challenging moments, providing a lifeline to safety and support.

We’re backing the 911 SAVES Act, a bi-partisan bill that reclassifies 911 dispatchers as a protective service occupation. The 911 SAVES Act comes at no financial cost, yet it promises to afford 911 professionals well-deserved respect and improved equity in benefits. This includes enhanced mental health support and the opportunity to access government grants. Reclassification also facilitates research into the mental and physical impacts of 911 jobs.

911 telecommunicators play a pivotal role in the US 911 system, acting as the first point of contact during emergencies. They are the calm voices that guide us through the chaos, providing critical aid until help arrives. Whether it’s a medical emergency, a fire, or a crime in progress, these unsung heroes are the backbone of our nation’s emergency response network.

911 telecommunicators are not mere call takers. They are highly trained professionals who make split-second decisions, assess situations, and provide life-saving instructions. Their ability to remain composed under extreme pressure is nothing short of extraordinary. They are the vital link between individuals in distress and the first responders rushing to the scene.

Despite their crucial role, 911 telecommunicators are not currently classified as first responders. Recognizing them as such is not just a matter of semantics; it holds significant implications for their well-being and the quality of emergency services they provide. Reclassifying 911 telecommunicators as first responders acknowledges the emotional and psychological toll of their work, opening doors to increased support, resources, and recognition.

911 telecommunicators often bear witness to traumatic events over the phone, experiencing the emotional weight of emergencies without the physical presence at the scene. Reclassification would enable them to access the same mental health resources and support systems provided to other first responders, acknowledging the unique challenges they face in their line of duty.

It’s time to recognize the invaluable contributions of 911 telecommunicators by advocating for their reclassification as first responders. Their dedication, resilience, and unwavering commitment to public safety make them deserving of the same status as those they guide on the front lines.

By supporting this change, we not only honor their service but also contribute to a stronger and more resilient emergency response system for us all. Let’s shine a spotlight on these everyday heroes and ensure they receive the recognition and support they rightfully deserve.

Reaching out to your key member of congress to ask them to support this critical legislation takes seconds. Go to https://www.votervoice.net/NENA/Campaigns/108990/Respond.

Emergency telecommunicators and responders play a critical role in ensuring that people receive the help they need when they need it. To achieve this goal, collaboration is key.

PowerPhone collaborates with other industry leaders, groups, subject matter experts, and public safety communications agencies on a regular basis. This runs the gamut of local and state entities like PSAPs, state and nationwide 911 representative organizations such as NENA, up to federal organizations such as NHTSA. The value of collaboration is expansive, but let’s touch on some of the high notes.

Collaboration and networking among emergency telecommunicators, responders, and other stakeholders is essential to ensure that everyone is on the same page and can work together. Effective collaboration requires open communication, mutual respect, and a willingness to work together to achieve common goals.

Let’s take a look at 5 reasons why collaboration is so important in the 911 industry:

1. Improved response times

When emergency telecommunicators, responders and other stakeholders collaborate effectively, response times can be reduced. This occurs because everyone is working together to get the necessary resources to the scene as quickly as possible. When time is of the essence, the effort of effective collaboration can make all the difference.

2. Better decision-making

In emergency situations, decisions must be made quickly and efficiently. Collaboration can help ensure that everyone involved has the information they need to make the best possible decisions. When everyone is working together, they can share information and insights that can help inform critical decisions.

With 911 call centers across the country finding it difficult to fill job openings, it is even more important to support existing staff to help reduce the stress and burnout that is often cited as reasons for high turnover. While improving pay and benefits should help in attracting new candidates, helping call takers deal with the inherent stress of their work can go a long way towards creating long-term employees.

Here’s a look at six ways to reduce stress and burnout by supporting your staff’s mental well-being:

The sense of belonging is hardwired into us. This is why concepts such as family and team are so strong. Bloomberg Cities, part of Bloomberg Philanthropies, conducted a study with university researchers that looked for ways to reduce burnout and increase retention for 911 call takers.

They discovered a solution that is incredibly simple, and stunningly effective: Ask 911 call takers to share their stories. The study involved 911 call takers from nine cities. Over a six-week period, call takers in the study received an email each week from their supervisor asking them to write a message for people new to the position. The stories were both heroic and practical.

In addition to contributing their own stories, they were asked to read the advice contributed from others. One researcher said: “It was also amazing how open and generous this community is. When we ask people what advice they’d give a rookie, they’d often write things like: ‘we’re here for you,’ ‘you don’t have to suffer alone,’ ‘we know what you’re going through,’ ‘you belong here,’ and ‘we can support you.’ Elevating that generosity and inclusion and building it out is what this intervention was all about.” Four months after the end of the study, the researchers found a significant drop in burnout scores—and more than a 50% drop in resignations.

Stable scheduling can be difficult when a 911 call center is dealing with unfilled job openings. Researchers have found that frequent changes in scheduling and mandatory overtime can wreak havoc on personal lives, as well as disrupt sleep patterns, which adds to stress and burnout.

“Erratic, unpredictable schedules make it hard for frontline workers to manage their personal lives and family responsibilities,” according to an article in the Harvard Business Review. “Research finds a range of negative outcomes occur for workers who have this kind of erratic work schedule — including poorer sleep quality and greater emotional distress.” Workers who experience more predictable scheduling report less stress.

911 call center managers can help reduce stress and burn out by recognizing that call takers have lives beyond the PSAP, and that sometimes life beyond work is complicated. This is especially true for those in caretaker roles, whether looking after children, elderly parents, or a spouse with health problems. Add to this their own health or household needs—from going to the dentist, to taking a car in for repairs, to the myriad other chores that don’t fit into off-hours—and there will be times when accommodations in scheduling will be much needed and greatly appreciated.

Of course, this can be difficult if a call center is already dealing with staff shortages, but the ability to support the personal needs of employees shows they are appreciated and valued. A study cited by the Harvard Business Review found that employees whose managers were more accommodating of their family needs had fewer risk factors for cardiovascular disease and slept better.

Any job can be stressful, but 911 call takers are in a special category—right up there with paramedics and police officers. Call center managers and supervisors should create an atmosphere in which the stress of the job is recognized and talking about the pressures is welcomed. It is better to discuss stress than to let it build up internally. Leaders can set an example by talking about their own stress experienced when taking calls. Organizations should also have in place professional resources ready for call takers who need elevated help when dealing with the impact of work, or other factors going on in their life.

Jobs become more meaningful when employees enjoy a sense of growth and see pathways forward through personal development. This is why Total Response includes a wealth of online training courses to help 911 call takers grow their knowledge and abilities—and achieve new certifications. Personal development can also be fostered through special events, guest speakers, and other programs that offer career enrichment. Fostering a sense of growth provides a safeguard against burn out.

Let your call takers know that you respect and value the deep knowledge and real-world experience they continually develop through their work. Invite collaboration and encourage their help with problem solving.

When working with 911 call centers deploying Total Response, we are always impressed by the suggestions that come from call takers. This is why we provide the flexibility to customize protocols to precisely meet the specific needs of a call center. A call center in Kansas, for example, won’t likely have the need for protocols for a cliff removal, but the state has plenty of very tall silos. A PSAP handling rural calls might put priority on deciding early whether a trauma will require helicopter transportation. Organizations can regularly invite call takers to review protocols, or to offer guidance on other ways to enhance operations. The key is to involve staff and let them know their acquired knowledge is valued.

Our tradition of helping. PowerPhone has a long, proud history of moving the industry forward, powering the evolution of the telecommunicator’s role. From the beginning, we have provided emergency call takers with the skills and confidence they need to take the call. Today, it goes beyond that as we work to help them thrive in their critically important profession.

Self-care. It seems like it should be simple and something we should all be able to do. So, how do you manage to take care of yourself?

As a 911 telecommunicator, you often forgo holidays, weekends, vacations, sick days, family time, and a healthy work/life balance. The things you hear, say, and experience are unlike any other.

I remember my Sergeant telling us one day, “I was listening to the radio traffic from the accident yesterday. I listened to the 911 calls. There is no way that you all heard the things you heard, and said the things you said, and are okay.”  She was trying to get us all to debrief. We were stubborn and tough. Why did we resist? Even now, I still do not understand why.

So rather than resist, take small steps. Here are a few self-care tips I wish I used when I was still dispatching, including some I wish I had suggested my co-workers do while I was supervising.

If you are fortunate enough to work for an agency that can allow breaks during your shift, take them. Take them out of the room if you can. Walk up and down the hall or sit in another space. Just be sure to step away from your console. Eat your meal without having to inhale it. Chew, taste, and swallow your food! It is a wonderful experience!

Read a book or watch a movie. Something that allows you to escape the harsh reality of day-to-day life. Even if it is only a few minutes before bed, allow yourself to unwind after your day.

Allow yourself to have and express your feelings. It is okay to not be tough all the time. It is okay to break down when you need to, cry, or even scream. Doing just that allows you to release that any pain or trauma that builds up from your job.

Exercise is a great option and you’ll sweat out your stress. I used to do small sets of squats or jumping jacks every hour while working and it kept me strong and sane.

Breathing seems like an easy task. But I am not talking about breathing for survival that occurs naturally. I am talking about taking a few minutes to take some deep belly breaths and clear your head. Here are a few ways to incorporate breathing into your everyday routine.

On your days off, be truly off so you can completely disconnect. If you can, do not respond to work emails, calls, or texts. And do something fun! It can be with friends, family, co-workers, your pet, or all by yourself. Take a walk, cook a meal, people watch- whatever you need to decompress. Remember, you cannot be on 24/7 and maintain your mental and physical health. If you are burned out, it is easy to make mistakes.

Speaking of health, do not neglect it. Get your regular physical screenings. Think of all the things you do for everyone else. What if you could not physically do them anymore? Who would? Your health is a priority.

As a huge dog fan, I can tell you that having a pet on tough days is a wonderful thing. If you can’t have a pet at home,  go to your local rescue or animal shelter. They are usually begging for volunteers to work with the animals! Play with them, check them out for a day, or become a temporary foster. Take them on an adventure. It is good for your soul and even better for your blood pressure.

Finally, find joy no matter how big or small. I love to bake for others. When I was dispatching, I would make chocolate chip cookies and bring them to work, or a fire station, or the police precinct. It was a way to destress during the tougher moments of the job and bring some joy to others. Whether you love to cook, hike, read, or even enjoy organizing your closet, give yourself the time to do it! You deserve it.

As a telecommunicator, you come to work each day with the purpose of helping others. You are looking out for your colleagues, and connecting people with the help they need. So, remember every little step you take for yourself means you can continue to play the vital role you have in our world today.

P.S. Here’s my grandmother’s famous cookie recipe. There have been reports of officers trying to wrestle each other at major intersections for the last one.

Public Safety, a critically important industry, is showing signs of stress more than ever. Many 911 organizations around the country are working with empty seats as job postings go unfilled, and remaining staff face the stress of mandatory overtime and burnout. As a result, agencies are seeing turnover rates of 30% or higher.

When PowerPhone was started 40 years ago, it was based upon a dedication to giving telecommunicators the training and tools they needed to succeed as the first-first responders. Here are seven ways we’ve learned over the years to give emergency call takers the skills and confidence they need to take the call.

1. Enable Faster Dispatching

Our Total Response software is designed to help telecommunicators capture accurate information they need to determine dispatch as quickly as possible. The key is having a program that can be flexible, since no two 911 calls are exactly the same. Winging it without protocols can lead to too little or unnecessary information being collected; too rigid a system requires asking needless and redundant questions and delaying dispatch. From a stress reduction standpoint, it is exactly what the call taker needs: the ability to respond as rapidly as possible with software that supports their processes.

2. Integrated Call Handling for ALL Calls

Switching between applications means seconds lost. This is why Total Response provides immediate access to Police, Fire, and EMS protocols from a single, integrated, user-friendly tool. This makes it faster and easier for a call taker to gather the information required to make a dispatching decision, while continuing to collect information to share with on-scene responders enroute.

The dynamic situations telecommunicators face has become increasingly complicated. It is essential to have one tool to guide their information gathering to support more accurate dispatch decisions. A call that might begin as a medical emergency could quickly escalate. For instance, a person lying face down initially appears to be an EMS call. Upon further discovery, the bullets in the chest indicate this is crime scene and law enforcement needs to be dispatched.

Giving the call taker the freedom to easily work within a single, integrated software helps them to perform at a higher level, reducing the stress of dealing with complicated scenarios.

The evolution of three-digit emergency telephone numbers can be traced back to 1935 and an angry letter to the London Times about a house fire in which five women perished. The letter writer described the frustration of being held in a queue with the local telephone exchange while trying to contact the fire brigade. Two years later, the government introduced a 999 emergency number, first for London, and then expanded to cover all of the UK—for fire, police, medical, as well as Coast Guard.

Meanwhile, in the United States, in 1957 the National Association of Fire Chiefs recommended creation of a special number for reporting fires. But it took a murder in New York City in 1964, in which witnesses were reportedly confused about how to call the police, to provide more momentum. Three years later the President’s Commission on Law Enforcement and Administration of Justice recommended the creation of a single number for use nationwide for reporting emergencies. In 1968 AT&T announced it had chosen 911, a number that was easy to remember and easy to dial. On February 16, 1968, the first 911 call was placed from Haleyville, Alabama and an estimated 240 million calls are now placed to 911 annually.

From Sworn Officers to Dispatchers

For the first several years of 911, calls were nearly always handled directly by first responders—a police officer, firefighter, or a paramedic. The benefit here was that these first responders had deep training and field experience. Things began to change in the 1980s with a movement toward placing more emphasis on “community policing,” which resulted in pulling officers away from behind desks to spend more time with those they were protecting.

As first responders were directed more toward the field, civilian operators were brought in to answer incoming calls and dispatch the needed resources. Often, the only requirements were the ability to type, possess a knowledge of city streets and locations, and an ability to “communicate effectively” in a crisis.

Training for this first generation of dispatchers mainly centered on how to key the microphone and use the radio. There was rarely any training that was context specific to callers needing help, because historically, the thinking was nothing could happen until a police officer, firefighter or paramedic arrived on scene.

Dispatchers Become the First, First Responders

The initial model of “dispatch and goodbye” was soon enhanced as it became apparent that dispatchers could often fill the role of the first, first responders. If a mother calls with a baby that is choking and turning blue, there is no time to wait for an ambulance to arrive. Dispatchers needed to know how to guide a person through the Heimlich maneuver or CPR, or other first aid practices—modified for if dealing with an infant, child, or adult. With the right information, a dispatcher could also help a person on the other end of the phone treat bleeding, shock, and other life-threatening situations where time is critically important.