Emergency Communication Center

Understanding the Mental Health Challenges of 911 Dispatch Personnel 

Emergency Communication Center personnel face unique challenges and intense pressures that can significantly impact their mental health. The nature of their work requires critical decisions in high stress situations, often with limited information. This constant pressure can lead to various mental health challenges including:

  • Anxiety 
  • Burnout
  • Depression
  • Insomnia 
  • Post-Traumatic Stress Disorder
  • Suicide

911 dispatchers reported the highest rates of suicidal ideation (21%), and overall 16% of responders reported thoughts of suicide due to their work as a responder. 

A female in a law enforcement uniform smiling and sitting in front of a computer in a 911 dispatch call center.

Overall:

  • 68% of responders personally reported stress due to their work as a responder
  • 59% reported burnout
  • 52% reported anxiety
  • 33% reported depression
  • 29% reported PTSD
  • 10% reported substance abuse

A few reasons why it's important to address mental health:

  • Addressing mental health is vital for the wellbeing of those who serve on the front lines of emergencies. 
  • Research has shown that untreated mental health challenges can lead to severe consequences not just for individuals but also for the agencies and communities they serve.
  • Supporting the overall health and wellness of dispatchers is crucial in fostering a resilient workforce.

What you can do:

  • Leaders of Emergency Communications Centers: Implement the CARES UP model to support your team. Contact caresup@omh.ny.gov for assistance. 
  • Dispatch Personnel: Share this website with your supervisor to raise awareness of CARES UP and how it can help build wellness and resiliency within your agency. 
  • Take advantage of trainings and educational resources that CARES UP offers. 

How CARES UP can help:

  • CARES UP can be a framework for how to create or improve “wellness and resiliency” initiatives for your agency.
  • Gain access to tip sheets, guides, templates, and toolkits for how to share resources with your agency. 

Start Implementing The CARES UP Model At Your Organization

Get Access To The CARES UP Model

Spotlight Stories on 911 Dispatchers:

  • Coming soon! 

Examples:

Emergency telecommunicators are truly our very first responders. They currently experience a high rate of PTSD, clinical depression and other stress-related conditions threatening their health and job retention. The demand placed on them typically exceeds the psychological resources they need. But it doesn’t have to be that way. Communication centers can partner with 911TI to deliver expertly designed training in resilience and peer support and build peer support teams.

Free Training:

Resources:

Get Connected:

Request Free Suicide Prevention Resources