Being a call taker and dispatcher at a PSAP is a challenging job.  A recent survey by The Occupational Health Network, a U.S. Department of Labor division, recently ranked 873 of the most stressful jobs in the nation, and public safety telecommunicators/dispatchers ranked as the 8th most stressful job, just behind obstetricians and acute care nurses. Whether handling high-stress calls, trying to dispatch the right resources quickly, or attempting to understand and diffuse growing emergencies, each call presents a new challenge. 

Dr. Michelle Lilly, with Northwestern Illinois University, has conducted multiple studies on trauma exposure from high-impact calls and her findings indicate that 18-24% of telecommunicators are at risk of experiencing PTSD. In addition, the National Emergency Number Association (NENA) cites studies showing emergency call-takers and dispatchers have a significantly higher prevalence of post-traumatic stress disorder (PTSD) than the general public. 

Including Resilience Rooms can help mitigate the impact of stress for PSAP employees. A Resilience Room is a space specifically designed to give employees a mental time out to relax and get away from the stress of work, making them more effective on the job and improving mental health.  

For example, an employee might have received a disturbing phone call from a domestic violence victim that affects them personally and triggers extreme anxiety. Instead of going straight to the next call, the employee could take time take some time to step away into a Reliance Room to resettle. Everyone has different ways of dealing with stress, so providing rooms with different options that engage all senses helps ground them in the present and alleviate stress.

Some rooms could include photos of the beach or forests and incorporate essential oils and have a small refrigerator containing smoothies or other healthy drinks to engage their sense of smell or taste and create the feeling of a picnic.

The spaces should feature natural light and smooth textures. There could also be a room featuring many comfy, textured throws and adjustable lighting where they can focus more on touch than sight.

Other rooms might feature colored lights that are choreographed to accompany a particular soundtrack, which engages both sight and sound. All of these features will help reduce stress and increase overall health and wellness.

Staff recruitment and retention

With the level of stress experienced by emergency dispatchers, it comes as no surprise that PSAP employee turnover rates are high. Therefore, attracting and retaining employees is important to maintain the level and quality of services. 

There are design elements that can assist in recruitment that aren't budget busters. For example, take the employee kitchen – instead of a generic room with a few tables, a refrigerator, and a microwave, consider creating an inviting space with a variety of seating options in different colors, fabrics, and textures – something like a coffee shop vibe – that encourages employees to relax, linger and share conversations with their coworkers.  

The Resilience Rooms described above let employees know they and their service is valued. It was not that long ago that incorporating workout facilities into these facilities was just not done; now it has become commonplace due to the impact exercise has on employee mental health.

In addition, environmental graphics that remind employees why their job is so important as the first line of defense in an emergency can be a powerful recruiting tool if done thoughtfully. All of these elements reinforce that each employee has an important mission, their mental health is critical, and each employee is essential.