When we think of first responders, we often picture flashing lights and heroic rescues, but the first to respond are often the voices on the other end of a 9-1-1 call. They are calm, collected, and focused under pressure. But behind that steady voice is often a heavy heart.
Every call brings a new crisis, a new story, a new trauma. 9-1-1 telecommunicators are the first to hear the panic in a caller’s voice and the last to hang up after help has arrived. They walk callers through CPR, keep people calm during domestic violence situations, and offer comfort in the most terrifying moments of someone’s life.
They do all this while managing multiple lines, coordinating emergency response, and remaining composed—because lives depend on it.
What we don’t always see is what happens after the call ends.
A 2023 national survey conducted by NENA and Carbyne revealed alarming mental health statistics for emergency communication professionals:
- 74% reported that their 9-1-1 centers are plagued by staff burnout
- 55% reported work-related anxiety in the last six months
- 35% reported experiencing depression or feeling blue
These numbers underscore what many in the profession already know: 9-1-1 telecommunicators are absorbing trauma day in and day out, often without adequate resources to process what they’ve experienced. Despite the stress that they encounter, the same survey revealed that 88% of respondents enjoy the work that they do.Â
This month, we’re encouraging public safety leaders, colleagues, and communities to:
- Recognize the emotional impact of dispatch work
- Prioritize mental health resources in Emergency Communications Centers (ECCs)
- Normalize conversations about trauma and mental wellness
- Celebrate the compassion and strength behind every headset
Empathy shouldn’t just be given during a call—it should surround the people who make those calls possible.
If you’re a 9-1-1 telecommunicator, know this: your emotional resilience matters. And if you support one, take a moment today to thank them—not just for what they do, but for what they carry.
This blog was drafted using AI-assisted writing tools and finalized by an NCT9-1-1 staff member to ensure accuracy and alignment with our mission.