Communications Open Forum

 View Only

Vicarious Trauma in the 911 Center -

By Carl Simpson posted 06-29-2014 18:17

  
I'd like to start this with the statement that I love working in 911. Oh, absolutely, I have my good days and off days, but over all, I find my personal job satisfaction comes from the great honor in helping people on their worst day.  Seriously cool - we're not making widgets here, people. 

Think about a recent call you handled well; if you weren't at work that day, WHO would have helped that caller, provided real care, direction, assurances, compassion and worked to calm the situation until the first responders arrived.  How cool is that?

However with the line of work in which we find ourselves, comes hit after hit after hit of traumaatic calls that call takers and dispatchers are supposed to just accept as part of the job.  We end the shift, hang up the headset and walk away with bravado and pretend like everything is okay.  I want you to know it's okay admit that you're just tapped out.    

I have 22 years in 911, starting as a call-taker and working my way to the position of director and I love what 'we' do for our respective communities. I would NOT dare try to tell you that I have seen everything and done everything.  I would not insult you, but I have seen some 'stuff'. 

My experience has been that the trauma we hear and situations we envision build up, accumulate until you just can't take it anymore.  I believe this chronic and vicarious trauma leads to job burnout, problems with relationships, depression, substance abuse and compassion fatigue.  

I have seen excellent employees leave the business because they just can't handle the stress of the job.  If that's you, and you're getting ready to walk, please talk to someone and NEVER make a decision when you are emotionally drained.

I was there.  I asked for help and have been able to continue in this work. Actually I was taken by the hand and work to unravel the mess I had in my brain.  Special thanks to Dr. Jack Digliani who took that journey with me.  

As part of my Master's program at the Naval Postgraduate school I had the opportunity (I call it homework) to conduct some research on vicarious trauma in the 9-1-1 center and the information changed my perspective on how call-takers, dispatchers and supervisors deal with traumatic 911 calls.  

My professor has challenged us to research and write about a topic we find interesting, one that might have a possible personal aspect to it and then get as many people as possible to read it. 

Anyway, here's the link to my story (eh, BLOG) about vicarious trauma that 911 people experience.  I hope it never happens to you. And if the spirit moves you and you have a co-worker or friend (or both) who might enjoy / get something out of the article, please pass it along. 

https://medium.com/@CSimpsonNPS/the-health-risks-and-impacts-of-helping-people-on-their-worst-day-148885c0e834

Lastly, allow me to THANK YOU for the countless calls you take, the extra shifts you work, the exceptional customer service, helping people on their worst day and the pride in which you do this work. It's not for everyone.

If there is anything I can do for you please do not hesitate to contact me; and no MATTER what, take care of YOU.    

Carl
1 comment
223 views

Permalink

https://www.psconnect.org/blogs/carl-simpson/2014/06/29/vicarious-trauma-in-the-911-center

Comments

Tabatha Carver
02-24-2015 03:59

I tried the link, couldn't find anything.