In this episode of Safety Gap, Cassidy Shield and Karin Marquez talk with Dr. Michelle Lilly about the mental health of 911 telecommunicators. Michelle is a clinical psychologist and expert in 911 telecommunicator mental health. She discusses the unique stressors of the job. She also covers the impact on dispatchers.
Michelle's research reveals that PTSD rates in 911 dispatchers are similar to first responders in the field. She points out that factors like not being on scene can actually increase PTSD risk. Dispatchers may create more traumatic mental images than what is truly happening.
The conversation also explores the emerging issue of moral injury in 911. Michelle explains that moral injury stems from situations where dispatchers feel they made a mistake or failed to prevent a bad outcome. She highlights the need for better mental health resources and support within 911 agencies. Finally, Michelle and Karin urge companies developing 911 technology to advocate for 911 dispatchers and help fund better resources.
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