9-1-1 professionals are the critical first link in deploying emergency services. Their role demands rapid response to everything from routine calls to highly traumatic incidents, often within the span of a single shift. As call volumes continue to rise and staffing challenges persist in emergency communications centers (ECCs), the 9-1-1 community faces an ongoing struggle to maintain physical and mental well-being.
Chronic stress, exposure to secondary trauma, and limited institutional support can leave telecommunicators feeling isolated and overwhelmed. This panel discussion will explore the causes, symptoms, and real-life consequences of declining mental health in ECCs. It will also highlight research, tools, and strategies that offer hope and actionable paths forward.
Attendees will gain insight into recognizing stress in themselves and others, understanding the emotional and physical toll on 9-1-1 professionals and their families, and identifying practical steps to foster wellness personally, as leaders, and across entire organizations. Voices from the field will share tangible methods and behavior-based tools to strengthen psychological health and build organizational resilience in 9-1-1 centers.
Topics Include:
- Causes and symptoms of declining mental wellness
- Individual and organizational impacts
- Strategies for support and recovery
- Tools for leaders to better support their teams
Moderator: Robin Moore
Panelists: Jim Marshall, Director-Emeritus of the 911 Training Institute; Monica Million, CEO of Million Consulting Services; and Alyssa Eichholtz, Second-Shift Assistant Supervisor and Public Information Officer at the Hancock County 911 Center in Indiana.
