"911 Communications Officers are often referred to as the first first responders, yet their mental health challenges are frequently overlooked in discussions about public safety. While police, fire, and EMS are physically present at emergency scenes, communications professionals experience trauma through the voices, emotions, and critical decisions that unfold over the phone and radio.
This presentation explores the unique psychological impacts of working in a 911 communications centre, including cumulative trauma exposure, operational stress, shift work fatigue, and the responsibility of managing high-risk incidents in real time. Drawing from real-world experience within a police communications centre, the session will highlight the unseen emotional toll dispatchers carry and why their mental health deserves greater recognition and support.
Attendees will gain insight into how communications officers process traumatic calls, how cumulative stress can impact long-term wellbeing, and what practical steps organizations and teams can take to build resilience, strengthen peer support, and foster healthier workplace cultures within emergency communications centres."