Stressor Identification and Modification: A Necessary Step in Increasing 911 Dispatcher Retention in PSAP’s

I have already shared with you here that I had recently developed the insight that I had no idea of all the stressors that were at work on me while they were happening. During almost ten years as an FDNY Fire Alarm Dispatcher, I was subjected to all of the stressors listed below and only aware of the most obvious ones. After going to nursing school at night while working (talk about stress!), I became an RN and left the FDNY. Now, when I look at 911 Dispatchers’ Happy Departure Announcements on LinkedIn?, I wonder if they knew more about their job stress when they were working than I did about mine.

Here's an excerpt from my forthcoming book, “911 Dispatchers Are More Than You Might Imagine” that gives you a quick look at the sheer number of job-related stressors that are influencing 911 Dispatchers’ health, moods, relationships and futures:

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“What we are going to look at here is real 911 Dispatcher-specific stressors that can creep up on you while you are busy trying to do your job, how these things may have changed over the years (or not), and what kinds of things can be done about these stressors. 911 Dispatchers can experience multiple kinds of stressors, often at the same time, in the course of their work. Some stressors are personal in origin, and some are systemic. Many stressors are interrelated and some cause or exacerbate other stressors. Each stressor has its own consequences for the individual Dispatcher. Taken in combination, “the whole is greater than the sum of its parts.” Some of these stressors are:

Stress that arises from unrealistic beliefs and expectations.

Stress related to the effects of Negative Experience Bias.

Stress coming from, ironically, poor communications within the department.

Environmental Stress: Noisy PSAP’s, defective chairs, sirens and horns in facilities shared with responders, PSAP placement/safety.

Habitual Short Sleep Duration Stress and related issues of personnel retention, mandatory overtime work and rotating shifts.

Stress related to poor dietary habits which arise from shift work.

Economic stress, secondary to inadequate salary structures necessitating the need to either rely on overtime work or get a second job.

Anticipatory Anxiety/Inability to control the volume and intensity of work.

Low-Frequency/High-Consequence Events.

Low recognition and status within their departments.

Critical Incident Stress, much of which, for dispatchers, is unrecognized.”

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This is a partial list. Some of these categories are certainly not new to you. There have been numerous welcome changes in codes and standards related to 911 Dispatchers’ work stress, Critical Incidents and PTSD. Other stressors are the kinds of things that may be subjectively suspected (“My diet is lousy when I work nights,” for example) but not yet rigorously investigated widely in the context of 911 Dispatchers.

I do not share this list with you to inform any kind of negative attitude about your work. On the contrary, I am identifying forces that sneak up on you while you are working, so that you can do something to modify them and make your work life more positive. I believe that recognizing these stressors is a necessary first step in increasing 911 Dispatcher retention for PSAP’s.