Who Listens When the Call Ends? Spotlighting PTSD in 9–1–1
We can no longer remain indifferent to the piercing truth of PTSD-driven suicide among our 9–1–1 community. Nicole, this is for you.
I woke up Monday morning to two jarring words in our chat group — words that left me shattered. Those two words were “Nicole’s gone.” At first, my mind struggled to comprehend. She had a tendency to withdraw during tough times. However, seeing all four of us still present, the truth hit me like a tidal wave — she had succumbed to the darkness she fought. Those two words stared back at me, suffocating me, akin to being swept off my feet by the ocean undertow and held beneath tumultuous waves … helpless. Despite battling PTSD for years, Nicole always leaned on us during her darkest hours, but this time, her outreach never came. And now, her light is extinguished forever. The darkness was too much for her this time. The trauma she had witnessed and experienced had taken its toll.
She could no longer bear the weight of it.
Her death is a reminder of the silent epidemic of PTSD among 9–1–1 dispatchers. These men and women are on the front lines of trauma, and they often witness the worst that humanity has to offer. This can take a devastating toll on their mental health.
According to a study by the National Suicide Prevention Lifeline, 18% of 9–1–1 dispatchers have experienced PTSD at some point in their careers. This is significantly higher than the national average of 7% for the general population.
As a previous dispatcher myself, I understand the challenges of the job. I have carried the weight of things that no one should ever have to. I have heard calls that will haunt me for the rest of my life.
But I also know the importance of the job. I know that I made a difference in the lives of others. I know that I helped to save lives.
That’s why I am so passionate about raising awareness of PTSD among 9–1–1 dispatchers. I want to make sure that they get the help they need to cope with the trauma they experience.
I also want to change the culture around mental health in 9–1–1 centers. It’s okay to not be okay. It’s okay to ask for help.
Here are some ways to incorporate mental health check-ins in 9–1–1 centers:
- Regular check-ins with supervisors. Supervisors can ask dispatchers how they are doing and if they are experiencing any signs of stress or trauma.
- Peer support groups. Dispatchers can meet with other dispatchers who understand the challenges of the job and can provide support.
- Employee assistance programs (EAPs). EAPs can provide dispatchers with confidential counseling and other resources.
- Training on stress management and coping skills. Dispatchers can learn how to manage stress and cope with the trauma they experience on the job.
- Debriefing after traumatic calls. Dispatchers can debrief after traumatic calls to process what they have experienced and to get support from their colleagues.
- Creating a culture of openness and support. Dispatchers need to feel comfortable talking about their mental health and getting the help they need.
- Status Checks. We status check our officers, medics, and firefighters out in the field, why not status check those on the same side of the radio and phone as you?
It is important to note that there is no one-size-fits-all approach to incorporating mental health check-ins in 9–1–1 centers. The best approach will vary depending on the specific needs of the center and its dispatchers. However, all 9–1–1 centers should have some kind of system in place to regularly check in with dispatchers and to provide them with support if they need it.
In memory of my friend, let’s shine a light into the darkness and rewrite this narrative. You can be the lifelines that save not just lives, but the spirits of those who’ve given so much to save us.
Here are some signs that a 9–1–1 dispatcher may be struggling with PTSD:
- Nightmares or flashbacks about traumatic calls: This is one of the most common symptoms of PTSD. Dispatchers may relive the events of a traumatic call in their dreams or during waking hours.
- Anxiety or panic attacks: Dispatchers may feel anxious or panicked in situations that remind them of a traumatic call. They may also have trouble sleeping or concentrating.
- Depression or mood swings: Dispatchers may experience changes in their mood, such as feeling sad, hopeless, or angry. They may also have trouble enjoying activities they used to like.
- Avoidance of situations that remind them of the trauma: Dispatchers may avoid talking about the traumatic event or avoiding situations that remind them of it. They may also avoid going to work or interacting with people.
- Substance abuse: Some dispatchers may use alcohol or drugs to cope with the symptoms of PTSD.
- Thoughts of suicide: In some cases, dispatchers may have thoughts of suicide.
If you notice any of these signs in a colleague, please encourage them to seek help. There are many resources available to help dispatchers who are struggling with PTSD.
I hope that by sharing this, I can help to raise awareness of PTSD among 9–1–1 professionals. We need to do more to support these heroes who are on the front lines of trauma every day.
Let’s work together to make a difference. Let’s shine a light on the darkness.
988 Suicide and Crisis Lifeline
Available 24/7. Talk or text!
988 is the new, shorter phone number that will make it easier for people to access mental health crisis services.
Crisis Text Line — Text HOME to 741–741
Connect with a trained crisis counselor to receive free, 24/7 crisis support via text message.
National Domestic Violence Hotline — Call 800–799-SAFE (7233)
Trained expert advocates are available 24/7 to provide confidential support to anyone experiencing domestic violence or seeking resources and information. Help is available in Spanish and other languages.
National Sexual Assault Hotline — Call 800–656-HOPE (4673)
Connect with a trained staff member from a sexual assault service provider in your area that offers access to a range of free services. Crisis chat support is available at Online Hotline. Free help, 24/7.
The Trevor Project — Call 866–488–7386 or Text START to 678–678
Supporting LGBTQ young people during times of crisis by providing access to crisis counselors 24/7, 365 days a year. Crisis chat support is available at Crisis Chat.
The National Alliance on Mental Illness (NAMI) HelpLine can be reached Monday through Friday, 10 a.m. — 10 p.m., ET.
Call 1–800–950-NAMI (6264), text “HelpLine” to 62640 or email us at helpline@nami.org
