03/25/25
Being a 911 dispatcher is an incredibly demanding job. Every day, dispatchers handle emergencies that range from life-threatening situations to tragic accidents, often carrying the emotional weight of these calls long after they end. While they are the critical first point of contact in emergencies, they often don’t receive the same aftercare as the field responders they support.
That’s why after-call care is essential for 911 dispatchers, especially following particularly distressing incidents. Without proper support, dispatchers are at risk for compassion fatigue, burnout, and even PTSD. Here are some essential resources and practices that can help dispatchers process difficult calls and maintain their mental well-being:
Critical Incident Stress Debriefing (CISD)
One of the most effective ways to process trauma is through Critical Incident Stress Debriefing (CISD). This structured group discussion, typically led by mental health professionals or peer support teams, helps dispatchers talk through their experiences, process emotions, and receive support from colleagues. Agencies should make CISD readily available after particularly traumatic calls, such as those involving child fatalities, officer-involved shootings, or mass casualty events.
Not only allowing CISD to be available to your whole team, but making them mandatory after certain types of events, can help dispatchers receive the help they need. Particularly if they’re feeling unsure or weary of reaching out.
”Going to and becoming part of a Critical Incident Stress Debriefing team probably saved my life. You have to talk about these traumatic events and get that weight off your mind and heart. After I had to hear the fourth suicide on the phone, I could no longer just bottle it up. I had to talk to someone. And it saved my life.”
Doug BooneTotal Response Support Specialist and former Dispatcher, Supervisor, and PSAP Director
Mental Health Resources
Providing local mental health resources for your 911 dispatcher team is essential for their well-being, but they need to be realistic, affordable, and easily accessible. Partnering with local therapists or counseling centers that specialize in trauma and first responder care can make a big difference.
If the services require payment, ensure they align with your center’s health insurance provider so employees can use their benefits without excessive out-of-pocket costs. If insurance coverage is limited, consider offering a stipend or reimbursement for work-related mental health services.
Additionally, connect your team with free or low-cost community resources, such as crisis hotlines, peer support groups, and local mental health clinics. Making these resources easy to access—without stigma or bureaucratic hurdles—helps ensure that dispatchers get the support they need, when they need it.
The Role of Leadership: Encouraging After-Call Care
Leadership plays a crucial role in normalizing mental health care for dispatchers. Encouraging employees to take advantage of CISD, peer support, and mental health resources is essential for creating a culture of well-being. Supervisors should:
- Check in with their team after high-stress calls and validate their experiences.
- Promote a culture where seeking help is encouraged—not stigmatized.
- Offer flexibility for dispatchers who need a moment to decompress after a tough call.
- Ensure access to Employee Assistance Programs (EAPs) and clearly communicate available mental health resources.
”As part of the leadership at my previous PSAP, we were proactive in ensuring our staff were offered any help they needed to maintain their mental health. This included CISM/CISD, reminders about the EAP services they could use for free, etc. Our basic training and con-ed also included education on stress and mental health.”
Jim JonesTotal Response Content Manager, former Dispatcher and Training Coordinator
Help your team help themselves.
No one should have to carry the weight of traumatic calls alone. By utilizing stress debriefings, accessing mental health resources, and fostering a supportive workplace culture, dispatchers can better manage the emotional challenges of their job. Leadership must take the lead in normalizing after-call care and ensuring their teams have the tools they need to thrive.
If you or someone you know is struggling after a difficult call, reach out. You are not alone, and help is available.
