Duty-Related Trauma Exposure in 9-1-1 Telecommunicators
Not much is known about emotional reactions and PTSD symptomatology in 9-1-1 telecommunicators. A study in the Journal of Traumatic Stress by Heather Pierce, a former 9-1-1 telecommunicator, and Dr. Michelle M. Lilly, Northern Illinois University, “assessed duty-related exposure to potentially traumatic calls, peritraumatic distress and PTSD symptomatology in a cross-sectional, convenience sample of 171 telecommunicators. … The results suggest that 9-1-1 telecommunicators are exposed to duty-related trauma that may lead to the development of PTSD, and that direct, physical exposure to trauma may not be necessary to increase risk for PTSD in this population.”
The research analyzed the responses of 171 currently serving emergency dispatchers from 24 U.S. states. The majority of the sample was female and Caucasian, with an average age of 38 and over 11 years of service.
The dispatchers were asked about the types of potentially traumatic calls they handle and the amount of emotional distress they experienced. They were also asked to rate the types of calls which caused the most distress and to remember the worst call they had dealt with during their career.
The most commonly identified worst calls were the unexpected injury or death of a child, 16.4%, followed by suicidal callers, 12.9%, shootings involving officers, 9.9%, and calls involving the unexpected death of an adult, 9.9%.
In a statement to the press, Pierce said, “Our research is the first to reveal the extent of emotional distress experienced by emergency dispatchers while on duty. The results show the need to provide these workers with prevention and intervention support as is currently provided for their frontline colleagues. This includes briefings and training in ways to handle emotional distress.”
APCO International has independently been studying this topic through the efforts of the ProCHRT task force and has reached out to the researchers to determine how these efforts can best be combined. Past President Bill Carrow says, “APCO’s ProCHRT task force looks forward to partnering with the researchers to learn more of the study and further its outreach.”