Walk into any Emergency Communications Center and you will see a lot of things and many similarities. You will see headsets, consoles and lots and lots of computer screens. You might see large screen televisions on the walls and you might see windows. Or you might not. You will see 911 dispatchers, male and female, young and old. Sit in for a little bit and you will notice something else as well. Some of the 911 dispatchers look happy, talk positively and genuinely seem to be enjoying the work they do whether on the radio or on the phones. They bring a youthful, fun and content vibe to their area. On the other hand, you will also see those who speak negatively, snapping at callers and coworkers and just look old and tired. They seem to suck all the energy out of the air around them. It’s no secret that 911 Dispatchers get burned out. They stop liking what they do and start making everyone around them miserable. Those in the business seem to just accept that as a consequence of doing this work as if it were inevitable for every bright, fresh face that sits in the training room on day one. As if each one of us is collateral damage to the work we do.
Prevalent Signs
It’s not hard to find those 911 Dispatchers who are suffering from burnout. They have nasty attitudes. They are defiant to supervisors. They complain, call in sick and do just the bare minimum of work. I’d love to say that they refuse to train new employees but unfortunately that is one thing that they often continue doing running out many good people and starting many more towards their own burnout. Dr. Kelly Rasmussen, former 911 Dispatcher, CEO and Co-Founder of Success Communications, Inc, Strategic Intervention Couch and Co-Founder of 9114911, a motivational conference for those it the 911 field recognizes years of emergency communication can lead to burnout. “Detachment and mental disengagement are key signs that the dispatcher might be cycling downward,” she explains. “Without protective factors, such as family and social support and positive growth, the dispatcher will continue on a path of ‘suffocation’ and therefore a downward spiral.” Dr. Rasmussen knows this first hand from her own personal struggle with the spiral. “In my book Call911, True Stories from My Life as an Emergency Dispatcher, I explained how negativity and eventual burnout took over my life as I spiraled down into bad habits, bad attitudes, and I suffered from lack of support or acknowledgement. Burnout is predicated by immense negativity and lack of support or even understanding. In some ways, it’s easier to just give up and give in instead of standing up and standing out.” Dr. Rasmussen went on her own research journey to make sense of what was happening to her and so many others in this field completing her dissertation, Protective Factors and Resiliency in Emergency 911 Dispatchers. She discovered statistically significant findings proving “that active planning, behavioral disengagement, and positive growth and reinterpretation were key protective factors that aid in recovery.” With this information, she now offers coaching services which can help build good habits from the very first day. She also coaches those on the other end of the spectrum who need help pulling themselves out of that dark place. For 911 Dispatchers, she offers five tips for prevention of burnout and for good self-care.
Ask yourself how you’ve changed. Ask family members how you’ve been acting or talking about work. Look for key phrases like, “You don’t seem happy anymore, you yell a lot lately, you don’t seem to care about what I have to say”, or “You swear a lot more.” These are great warning signs. Follow this with the question, “What would it take to turn ever so slightly towards doing something you love again?” Dr. Rasmussen’s experiences are full of 911 Dispatchers telling her of all the things they have given up especially when they have to work tons of overtime and shift work.
Find someplace to BREATHE. Dr. Rasmussen recommends outside. Go for “walks, talks, or just taking the pooch for a run. MANY dispatchers who are staying upbeat about the job tell me they run, jog, walk, hike, bike, or just do outdoor things. And if the weather doesn’t permit, they are involved in a gym or something.”
Have a trusted shoulder you can cry on and talk to. Although we like to talk to those who also do the work because they understand, Dr. Rasmussen says it’s helpful to have someone outside of work. “Misery loves company,” she explains. “It’s good to have an objective viewpoint. It’s ok to have someone with ‘outside eyes’ to say, ‘Ok, enough. You did all you could, and now I think it’s time that you do something good for you.’ They help you step out beyond the incident and improve in other ways. They don’t treat the call or time in your life as inconsequential, rather they help you gain perspective (positive reinterpretation) and refocus.”
Get a coach. “A good coach who has been there, done that can help you avoid the further pitfalls and help you realize your goals,” Dr. Rasmussen states. “Whether you want to retire from that place, or just make it a few more years, or if you want to run the place someday (or run from it), let’s make a plan and take good, solid steps to get there!”
Eat better. So simple. We all know this one. Good nutrition along with exercise and adequate rest are the trifecta of keeping ourselves physically, mentally and emotionally healthy. “You must make better choices if you are going to outwit, outplay, and outlast this career,” explains Dr. Rasmussen. “Start early with this as a really good habit to continue!”
Constant negativity, exhaustion and burnout do not need to be included in our stories anymore. There are so many things we can do to keep this from happening, but it needs to start at the beginning and to be encouraged and modeled by supervisors. When we start feeling the impact of the job, we need to reach out and do something about it. We owe it to callers and colleagues. We owe it to our families. We owe it to ourselves. Dr. Rasmussen sums this up with her statement, “Do what you love. Love what you do. Be in love with you.”
Michelle Perin
Michelle Perin has been a freelance writer since 2000. In December 2010, she earned her Master’s degree in Criminology and Criminal Justice from Indiana State University.
