Every Call Matters, Every Operator Matters: Transforming 911

The Public Safety Answering Point (PSAP) industry is often the unsung hero in emergency response. Every day, millions of people dial 911, seeking immediate help in their most vulnerable moments. At the other end of these calls are resolute PSAP operators, who have the challenging task of keeping calm under pressure, showing empathy, and thinking quickly on their feet.

However, the high-stress environment of a PSAP is not without its drawbacks. According to the 2022 Gallup Workforce report, an alarming 60% of workers are emotionally detached from their jobs, and 19% are downright miserable. While these statistics span across all industries, they undoubtedly resonate with the PSAP industry, where disengagement and misery can potentially impact the quality of emergency service, affecting thousands of lives.

The good news is that this narrative can be changed. By investing in the mental health and job satisfaction of our operators, we can improve their engagement and overall well-being. This benefits the operators themselves, and enhances the service provided to those who dial 911 in their hour of need.

So, how can we facilitate this change? The answer lies in regular training, team-building exercises, and wellness programs. Regular training ensures that operators are well-equipped to manage the pressures of their job, while team-building exercises promote camaraderie and mutual support amongst operators. Wellness programs, on the other hand, can supply valuable tools for stress management and mental health support.

Yet, even with these measures, one element remains critical: leadership. Empathetic, supportive leadership is key to creating a positive work environment. Managers must actively listen to their operators, acknowledge their struggles, and work towards creating a healthier, more supportive workplace.

The impact of this can be transformative. Engaged, satisfied operators provide better service to those in need. A positive work environment not only promotes the well-being of operators, but it also results in a more efficient and effective PSAP industry.

The motto “Every call matters” is a familiar one in the PSAP industry. But it is time to add to that: “Every operator matters.” By focusing on the well-being of our operators, we can improve the PSAP industry and provide better, more empathetic service to those who need it the most.

Let’s change the narrative. Together, we can create a more engaged, more effective PSAP industry. Because when every operator matters, every call truly does too.