Don't Forget The Dispatchers!

Don't Forget Your Dispatchers
By Wendy Norris

Many dispatchers feel like they are the forgotten emergency worker. Because they are behind the phone lines and are seldom seen in the
public eye or by their fire/ems co-workers, they are often left with the
stress of not being able to debrief stressful calls.

Elizabeth Daley, a fire/ems/police dispatcher, recalls a particularly
difficult 9-1-1 call. "I was working the swing shift and near the end of
my shift I received a call from a distressed man. He was
contemplating suicide and said that he had a gun pointed at his head.
He talked about losing his job and his failing relationships with his family. He
didn't have good coping skills or the support he needed to deal with
his depression and loss. He felt that his only option was taking his life
I sent the police and an ambulance to his home and remained on the
line with him. As the seconds ticked by he became more agitated and
I had a harder time getting him to talk. About four minutes after the
call came in, the police pulled up in front of his house. He saw them
and said that he could not deal with the police. Then I heard a gun
shot. It was so loud and scared me so badly. I was devastated to
be on the other of end of the phone with someone who had just
taken their life. Luckily, the police were able to enter the house and
had learned that he had shot at a wall and not himself. I never had a
chance to talk to the emergency workers who were there about
the call. To this day, I am still jumpy at the sound of a loud bang. I
also have more anxiety about my job."

Elizabeth is a perfect example of why dispatchers needed to be
included in chaplaincy care. Her anxiety regarding this particular
incident could have probably been greatly reduced had a chaplain
or peer counselor been available to debrief the call and then provide
her with resources and follow up support.

If you are a chaplain, here are some of the things you can do to
support your dispatchers:

Send them regular emails of encouragement

Make sure they know you are available for debriefings or to just talk.
You can do this by leaving your business cards, or by sending small
tokens of appreciation attached to your contact information.

Make routine visits to the dispatch center

If you hold services, devotions, or special events make sure
they are invited

During memorial services, remember their fallen

During annual award ceremonies, remember to include them for
recipient awards

Find resources that would pertain to their type of stress and make
sure they have access to it

Remember them during their special events such as births, deaths, or
hospitalizations

Send cards and make special visits during holiday seasons

Thank them

Dispatchers are a vital part of the emergency services response
equation. Dispatchers are human with human responses and the need
to deal appropriately with the stressors of working in this career.
You, as a chaplain, could be the one link that makes them feel
appreciated.

More Reading:
How stress of emergency situations affects police dispatchers

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