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Wellness in the Emergency Communication Center

Boosting 9-1-1 Staff Performance, Retention and Mental Health

Tuesday, August 6, 2024

1:30 PM – 2:30 PM

Location: Orange County Convention Center, W308

CEU: 1

Main Presenter(s)

Patrick Botz

Director of Engagement

Slides Handouts

Co-Presenter(s)

MS

Michele Surdam, ENP

Director
Prince William County Government Department of Public Safety Communications
SS

Sonny Saxton, EMT-P, ENP

Executive Director
Charlottesville-UVA-Albemarle County Emergency Communications Center
KM

Kari Morrissey

Assistant Director
Anoka County Emergency Communications Center – 911
Maureen Dieckmann

Founder and CEO
Moetivations Inc
Littleton, Colorado

People rely on your 9-1-1 telecommunicators in emergencies, but who can your staff turn to when they burn out? Telecommunicators are leaving their jobs in record numbers. The long shifts and inherently stressful work can be emotionally taxing and negatively impact mental health. In fact, it’s estimated that eighteen to twenty-four percent of telecommunicators experience PTSD. Attend this session and learn how to recognize and address the symptoms of burnout, while cultivating a culture that values and rewards telecommunicators for the work they do and supports their mental health.

Learning Objectives:

Learn how to recognize burnout, and show your staff you’re invested in their well-being by helping them build emotional resilience through programs that focus on self-care, mental health support, critical incident stress debriefing, peer support, wellness and stress management and resiliency training.
Learn proven best practices to boost morale and improve retention, through recognition, rewards, wellness checks, quality assurance, and coaching and training.
Learn how to utilize Quality Assurance and performance metrics to uncover coachable moments and address performance issues and training gaps, before telecommunicators slide too far down the slippery slope, thereby increasing the likelihood they will stay on the job and succeed.