Within the Trenches Ep 510 - The Emotional Toll of Being a Dispatcher

Photo credit - Johnna Gonzalez-Sells

Written by Castmagic (Virtual Assistant)
Edited by Within the Trenches Media

Dispatchers are the unsung heroes of public safety who handle emergency calls, provide life-saving instructions, and calm individuals during their worst nightmare. In the emotional rollercoaster that is 9-1-1, dispatchers often face traumatic and harrowing experiences. Within the Trenches Episode 510 sheds light on the profound impact of these experiences and serves as a testament to the resilience and dedication of those within the trenches of 9-1-1.

In this episode, listeners are taken through a series of heart-wrenching calls, each offering a window into the distressing realities that dispatchers encounter every day. From suicide attempts to car accidents, dispatchers are called upon to navigate through chaos and anguish, striving to provide comfort and save lives.

The Emotional Toll:

Throughout the episode, one of the attendees reflects on a recent funeral they attended for a friend who committed suicide. Despite the personal emotional burden they carried, they were unable to take time off work to grieve properly. This strikingly highlights the immense sacrifices dispatchers make, putting their own emotions on hold to serve their communities.

In one call, a suicidal female refuses to disclose her location. The dispatcher skillfully employs various techniques, such as discussing her children and her pet, anything that could be potentially good to keep her engaged while trying to gather crucial information. This call, lasting eleven minutes, showcases the dedication and determination of dispatchers in ensuring that help reaches those in need.

Shared Experiences:

The host of the episode, Ricardo, emphasizes the importance of sharing these powerful stories within the dispatch community. He recounted a distressing call that was eerily similar to a TV show he had been binge-watching around the time of the birth of the #IAM911 Movement. The emotional trigger caused by the similarities further emphasizes the long-lasting impact of these calls on dispatchers' well-being.

In another call, a woman had ingested a significant amount of bleach. The urgency of the situation took an emotional toll on the attendee sharing the story, who sought support from their supervisor. Unfortunately, they were denied a break and had to continue taking calls, compounding the already overwhelming emotional strain.

The Burden of Responsibility:

Dispatchers often find themselves burdened with self-doubt, questioning if they could have done more to prevent a tragedy. One instance was when a car crashed into a tree, resulting in the death of the driver. The dispatcher measures distances on a map, desperately trying to find solace in knowing they did everything in their power to provide aid after being told by a third party that the driver was suicidal. This burden is not easily shaken, as specific sounds and memories continue to haunt them, such as associating a blue Toyota Tercel with that particular call.

The Power of Compassion:

Amidst the heart-wrenching stories shared, dispatchers' compassion shines through. The speaker empathizes with the girls trapped in a submerged car, listening helplessly as they screamed for help. Dispatchers offer reassurance, letting those in distress know that help is on its way, embodying the compassion and empathy that defines their profession.

The Importance of Awareness and Support:

The episode highlights the existence of the #IAM911 movement, an initiative that started as a way to raise awareness for the reclassification of dispatchers from clerical to protective, but has evolved into peer support for 9-1-1 professionals around the world. The movement brings attention to the types of calls dispatchers handle daily, seeks to educate and raise awareness about the challenges they face. It is through initiatives like this that a deeper understanding of the dispatchers' vital role in emergency services can be realized.

A chilling reminder:

Within the Trenches Episode 510 is a chilling reminder of the emotional toll dispatchers endure while working tirelessly to serve their communities. The stories shared highlight the resilience, compassion, and dedication that define dispatchers and their commitment to saving lives, often at the expense of their own mental well-being.

As listeners, it is important to acknowledge the vital role dispatchers play in our society and strive to support them in any way possible. From lobbying for better resource allocation and mental health support to showing gratitude for their unwavering service, a difference can be made.

Let us remember that a compassionate ear, a heartfelt "thank you," and a genuine understanding can go a long way in helping those within the trenches of 9-1-1 find solace, strength, and the courage to continue answering our calls for help.

About Within the Trenches - True stories from the 911 dispatchers who live them

Within the Trenches started as a college project in 2010 around the time that the creator and host, Ricardo Martinez II, a 13 year public safety veteran, was struggling with the emergency calls he was taking in 9-1-1 dispatch. He discovered that it was therapeutic to share his dispatch stories, first through a blog, and then through podcasting. This podcast is based on the experience of being a 9-1-1 dispatcher. It gives a true depiction of what it's like to be in this profession. The stories involve all types of calls. The show is meant to be informative, humorous, serious and all around eye opening to the world of 9-1-1 dispatch. The idea for this started a long time ago and the video that started it all can be seen here.