Fire on the first floor. A grandmother trapped on the second. A baby not breathing. A dog mauling. A shooting. A break‑in. One call ends, and before you can catch your breath, another comes in. As a 9‑1‑1 telecommunicator, I lived that rhythm for 14 years, and even now, years after taking my last call, I’ve never forgotten the ones that changed me in ways I didn’t know were possible.
When I started on the job at age 19, I was proud of my “compartmentalization” skills. I thought locking the worst calls away in the back of my mind was the mark of a true professional in 9-1-1. Almost two decades later, I’ve learned that those memories don’t stay locked up forever—and the superpower I believed I had was really just postponing the pain. A scent, a sound, or even a news report can trigger images from a night on the radio channel, and suddenly, the emotions flood back.
That’s why Mental Health Awareness Month matters so much to me. The constant exposure to high‑stress situations and trauma can lead to compassion fatigue, vicarious trauma, and even PTSD. We talk a lot about the mental toll on police and firefighters—and they deserve that recognition—but public safety telecommunicators carry an equally heavy burden. We visualize worst‑case scenarios to guide first responders. We sit with callers in their darkest moments, often never knowing how the story ends. And then we move on to the next call, without the closure that helps heal.
In the 2024 Pulse of 911 survey, 85% of telecommunicators reported one or more symptoms of burnout. A recent NIH study found that up to 24% of telecommunicators experience PTSD‑like symptoms, and nearly the same percentage show signs of major depression. Yet only 44% sought counseling last year. Stigma and a culture of “toughing it out” still stand in the way of getting help.
Therapy isn’t a sign of weakness—it’s a critical tool for anyone who carries other people’s trauma as part of their job. I know from experience that the relief of talking through a difficult call, of learning strategies to process what you hear, can make all the difference in staying healthy and effective. This Mental Health Awareness Month, let’s remember that every voice on the radio and the phone matters—not just the ones guiding the responders in the field, but the voices behind the badge who hold it all together.
If you’re a telecommunicator, know that you’re not alone—and that help is out there. If you lead a PSAP, commit to making mental‑health support as routine as your shift briefing. Together, we can break the stigma, build resilience, and ensure that those who save lives also get the care they deserve.
If you are in need of mental health resources, please click here. Receiving help is a sign of strength.