911 Dispatching is a Caring Profession
Francis X. Holt, PhD, RN
Emergency Communications: Fire Service Author, Advocate for Public Safety Dispatchers' Physical and Emotional Health
When I recently asked Google to give me a list of Caring Professions, the results were Social Worker, Registered Nurse, Occupational Therapist, Veterinarian, Physician, Physiotherapist, Dentist, Chiropractor, EMT, Paramedic, Pharmacist, Dental Hygienist, Nurse Practitioner, Dieticians and Nutritionists, Midwife and several more. Pretty much what you might have thought of as examples of Caring Professions had I asked you instead of Google.
Then I asked Google “What are the characteristics of Caring Professions?”? Here is what I got, “from sources across the web:” Patience, Communications skills, Flexibility, Compassion, Passion, Adaptability, Reliability, Attentiveness, Professional, Active Listening, Experience, Organization, Positivity, Teamwork, Time Management, Professional Certification, Creativity, Empathy, Communication, Detail-oriented, Good problem-solving skills, Respectful, Dedication.”? Sound like anybody you know? Clearly, Google needs to rethink that first list. A profession we all know is missing!
I originally started thinking about this because I found myself referencing Nursing Theory when talking and writing about 911 Dispatchers. This started about 8 months ago with my article, “The Intrinsic Link Between 911 Professionals and Hope.” https://www.dhirubhai.net/posts/francisxholt_activity-7143633539572367361-8PdX?utm_source=share&utm_medium=member_desktop? ?
In that article, I said, “In most cases, dialing 911 is at its essence an act of hope. It is based on a trust that strangers will be there to answer the call and quickly get urgently needed help from other strangers to the caller.”
A few folks contacted me after reading that article, mostly saying that they had never thought of their jobs in that frame of reference. I suggested that is because the cultures of their departments may have historically framed it very differently. This was not an intentional act of malevolence. This was simply an example of the historical hierarchy of values, expectations and importance assigned to the 911 Dispatcher’s job at that time. But things have changed.
911 Dispatchers now have multiple levels of professional training and certification. They are now expected (and, in most jurisdictions, required) to do more than just get an address and send help. More people are realizing the complexity and multiple layers of stress that come with the job of a 911 Dispatcher.
I think that actively letting people know that “911 Dispatching Is A Caring Profession” can subtly (ah, what the heck, maybe not so subtly if you wear the message on a Tee shirt!) add to the overall message of value to the community. So, wherever you can and whenever you can, advertise this truth: “911 Dispatching Is A Caring Profession.” Identify yourself as a Caring Professional. Because that's what you are.
One of the things that happens in a fast-paced work environment is that you can quickly become task-oriented. Sometimes to the point of losing personal situational awareness about your work. We've identified this before with regard to job-related stressors. Now let's be on the lookout for job-related assets. Step back, try and get an outsider's perspective, analyze the work you do, and get used to that "Caring Professional" idea yourself. Because caring is what you do. You are part of a caring team of first responders. Caring in difficult circumstances, at all hours of the day and night, and caring for people you probably have never met. How many people can say that with pride? What is that worth to a community?