Handling Stress in Public Safety: Rhianna Missman's Journey
Written by Castmagic (Virtual Assistant)
Edited by WTM
In the high-stakes world of emergency communications, dispatchers play a crucial role as the unseen first responders, a point that's driven home in the riveting episode featuring Rhianna Missman on Within the Trenches podcast. Hosted by Ricardo, the episode dives deep into the oft-overlooked aspect of public safety— the emotional and psychological toll on 911 dispatchers.
A Journey Into Public Safety
Our guest, Rhianna Missman, a training supervisor and peer support lead at Salt Lake Valley Communications Center, brings an intimate perspective to the table. With a background as a life coach, Rhianna's transition into public safety was fueled by a desire to answer a calling far greater than herself, and it was a decision that wasn't made lightly. Her five-year tenure in the industry started with her significant other's pursuit of a law enforcement career, a path that soon beckoned to her as well.
The episode opens with Ricardo, sharing the milestones of the previous year and his enthusiasm for the year ahead. It sets a tone of reflection and anticipation, significant given the industry's intense nature and the personal growth that comes with it.
The Making of a Dispatcher
Rhianna recounts her beginnings, starting with the rigorous interviewing process and the infamous typing test. As they exchange their experiences, what stands out is not just the practical challenges of meeting the job's requirements but the emotional commitment and love for the profession that money can't quantify.
Entering the dispatch world meant a pay cut for Rhianna, but the call to serve was undeterred. The vulnerabilities, the breakdowns during the strenuous training, and the heavy energy of the dispatch floor weren't mere hurdles; they were stepping stones to mastering a job where every call could mean life or death.
Training in the Trenches: Preparing Mind and Spirit
Critical to Rhianna's narrative is the significance of effective training. Dispatchers are often thrust into chaos, expected to harness calm from a storm of panic. How do they equip themselves? According to Rhianna, it is the combination of structured, rigorous training and the influence of empathetic, supportive trainers that forms the backbone of a competent dispatcher.
Rhianna didn't shy away from sharing her struggles. Breakdowns are part of the job, and they underscore the importance of peer support—a system that Rhianna is passionately invested in improving and expanding. She stressed the need for a safe space where dispatchers can freely question themselves and be transparent about their doubts, as this openness is vital for mental health and overall effectiveness in the job.
A Symphony of Stress and Support
High-stress situations are a dispatcher's regular backdrop, and both Rhianna and Ricardo discuss the importance of open communication and support. They highlight a shifting paradigm within the industry, one that is gradually recognizing and addressing the emotional strain of the job. With mounting stress, Rhianna's life coaching background has become an asset as she crafts resources and presents at conferences on stress management.
The conversation in the episode flowed seamlessly into the significance of sharing personal experiences as a teaching tool, with Ricardo applauding Rhianna's impact on the next generation of dispatchers. He mirrors her sentiment, emphasizing that sharing and educating about experiences go a long way in connecting with others and fostering a community that's stronger and more resilient.
Calls That Reshape a Dispatcher
Rhianna recalls one of her first challenging calls—a kayaker who had passed away—and how she had guided bystanders in performing CPR. It's one thing to navigate the technical aspects of a call, but it's another to process the emotional heft that comes with it. To lead while feeling an intense sense of responsibility and helplessness shapes the dispatcher experience in ways that only those within the trenches can truly comprehend.
Both Ricardo and Rhianna discuss this emotional toll openly, delving into how they learn and evolve from each distressing call. While recounting a particularly harrowing incident involving an infant, Rhianna highlights not only her response but that of her trainee, underlining the journey of learning and healing that follows these challenging moments.
The Unseen First Responders: Drawing Strength from Vulnerability
Through Rhianna's experiences, listeners gain a clear view of the careers of those who anchor the chaos of emergencies. Dispatchers like Rhianna draw strength from their vulnerabilities, facing self-doubt head-on, and find their fortitude in the willingness to embrace spiritual practices, seek guidance from their "angels," or trust intuition over fear. Rhianna's story is one of surrendering to a purpose much larger than herself, and that act of surrender led to a profound change in her career and life.
Gratitude and Growth: Looking Ahead
As the episode draws to a close, Rhianna expresses appreciation for the unique perspective her work environment provides and the gratitude for the chance to share this discussion on Within the Trenches. It's this sense of gratitude that seems to pervade Rhianna's outlook—a thankfulness for the opportunity to serve, to support peers, and to grow with every call that comes through the line. For Ricardo and Rhianna alike, the journey doesn't end with the conclusion of a call; it continues with each new lesson learned and every person they're able to inspire along the way.
Finally, as the episode wraps up, Ricardo extends his thanks to Rhianna Missman for her insightful contribution, his parting words wish viewers a happy new year and encourage them to tune in for the next enlightening episode.
In this profound dialogue of Within the Trenches, the message is abundantly clear: dispatching goes far beyond the headset. It is an intricate dance of mental resilience, emotional intelligence, and an unwavering dedication to the lives on the other end of the line. For Rhianna, Ricardo, and countless others in this unsung profession, their stories are more than dispatch narratives—they are testaments to the indelible human spirit.
Watch the full episode below
Listen to full episode below
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.