Recent studies have proven the link between handling traumatic calls of life-threatening nature and the
onset of Post-Traumatic Stress Disorder (PTSD) symptoms. Over the life of a 9-1-1 telecommunicator’s
career, these symptoms— including emotional numbing, avoidance and isolation, and hypervigilance—
can erode the calltaker’s ability to remain alert and impartial while also providing excellent customer
service to callers in need. With the strategies and perspectives taught in this class, participants will be able
to combat feelings of job-related burnout, curb their complacency, and continue making a difference in
the lives of each caller.
In this training class, participants learn evidence-based practices to:
—Understand the underlying cause of work-related chronic/traumatic stress
—Dramatically lower stress levels and manage burnout
—Limit their exposure to vicarious trauma
—Maintain a healthy balance between work and home life
I. What is Stress?
A. How does stress impact you as a calltaker?
B. Vision for a life of less stress
C. Good stress vs Bad stress – what’s the difference?
II. Stress Resilience, The antidote to stress
A. What is it?
B. Statistics on resilience and dispatchers
C. Enhancing resilience on a daily basis
III. The Types of 9-1-1 Related Stress
A. Delayed stress
B. Cumulative stress
C. Occupational stress
D. Critical Incident stress
E. Emergency Services Personality Profile
IV. The Elements of the Stress Response
B. The Stress Response
C. Stress Effects
D. The Boiling Frog Syndrome
V. The 7 Stress Warning Signs
A. Identifying your level of risk
B. How do your warning signs affect your work life
C. Tools to lessen the impact of trauma and stress
VI. Stress Resilience Strategies
A. Change your stressors
B. Remove yourself
C. Change your thinking
D. Reduce the Effects
E. Create a Plan for Reducing Work-Related Trauma
Cost: No Cost