The important role 911 plays in behavioral health emergencies has drawn increased national attention in recent years, with new ideas emerging on how call centers and emergency responses can be more effective. But there is a relative lack of information about how call centers manage these emergencies, including how calls are assessed, what dispatch options are available, and how data on calls and outcomes is collected and shared.
Police officers, fire fighters, and emergency medical personnel are recognized for their
hard work as on-scene responders, however the role of emergency dispatch is easily
overlooked. The stressors that are seen in emergency responder work are also experienced
by emergency dispatchers. While they are not experiencing these emergencies directly, this
presents unique struggles for them.
Emergency dispatchers face high levels of stress, yet little research exists on support mechanisms for their well-being. This study focuses on the utilization and perceived efficacy of peer support programs among this critical workforce.
The objective of this study was to describe the sources of stress, coping mechanisms, stress responses, workplace environments, support services, and employer strategies to mitigate stress experienced by emergency dispatchers.
