Understanding the job of a 911 Dispatcher - Stress and Misconduct
911 Dispatcher still on job after mishandling call, the cause? 911 Dispatcher Stress.
While the public looks at this and wonders, "Why is this person still on the job?", the fact is that 911 Dispatchers by and large around the country work under extreme conditions of stress and sometimes they "crack" under the pressure.
At Headsets911 we've been teaching 911 Dispatchers since 2000 about how to combat the unique stressors they face on the job. 911 Dispatchers are often the "step kids" of a police department. Many police department administrations - not all but some - still feel that all they have to do is pick up the phone and send help, thus "Where is the stress?". But they forget that 911 Dispatchers are human beings that took the job because they care about people. Not many people answer a phone call at work and have to deal with a violent domestic disturbance, or someone contemplating suicide, or a child who might have drowned.
While 911 Dispatchers are not the ones who go "on scene", they nevertheless are the ones who initially take the call and then never really get to know what really happened. Thus what might be, could be, is still in their mind. As human beings their bodies go through all the stress responses the officers might face on scene - saving lift threatening situations. Again, over time these stressors - if not adequately dealt with - can accumulate and cause real health and mental issues with the 911 Dispatcher which unfortunately begin to manifest at the worst times, like during a call for help.
Headsets911 understands 911 Dispatcher stress like no other company. Founded by a 911 Dispatcher with over ten years of experience and who handled every type of call, we're here to help. T.P. McAtamney who founded the company wrote a book on the subject, "Stress and the Dispatcher - Surviving the Console" which has been downloaded from Headsets911.com over 200,000 times. The book has become a training standard in many organizations and is offered free on his website, http://headsets911.com.
Additionally he offers Stress and the Dispatcher - Surviving the Console, as a eight-hour training for agencies who want hands-on training on how to combat 911 Dispatcher Stress, which proactively deals with incidents before they become news. Additionally he offers classes on how to "Get Along with Co-Workers" which deals with interpersonal communications issues within the communication center, as well as a Supervisor Course, to help first time supervisors learn on to lead effectively.