The first responders we don’t see

To the Editor:

Emergency dispatchers are often called the first responders, yet their role is frequently misunderstood and undervalued. I’ve been a police officer for 24 years and understand how important dispatchers are to an officer’s and the public’s safety and how their mental health struggles are often overlooked, or worse, minimized.  

While police officers, firefighters, and EMS personnel respond physically to emergencies, dispatchers are the lifeline that begins every call for help. They hear the panic, fear, grief, and desperation long before anyone arrives on scene and they carry those moments with them long after the call ends.

Dispatchers are exposed to trauma daily. They listen to people scream for help, whisper goodbyes, report violence in progress, and experience medical emergencies in real time. They may hear a child stop breathing, a victim being attacked, or an officer calling for help under life-threatening circumstances.

Unlike responders on scene, dispatchers rarely get closure. Calls often end abruptly, with no follow-up, no resolution, and no chance to emotionally process what just happened.

Over time, this repeated exposure to trauma takes a serious toll. Many dispatchers experience symptoms consistent with post-traumatic stress, anxiety, depression, and burnout. Sleep disturbances, hypervigilance, emotional numbness, irritability, and intrusive thoughts are common.

The culture within emergency communications has historically emphasized toughness and emotional control. Dispatchers are expected to remain calm, professional, and composed no matter what they hear. While that skill saves lives, it can also create a dangerous expectation: suppress your emotions and keep going.

Unfortunately, unprocessed trauma doesn’t disappear, it accumulates. When support is lacking, it can lead to unhealthy coping behaviors, strained relationships, and even thoughts of self-harm.

Staffing shortages and mandatory overtime further compound the problem. Many dispatch centers operate understaffed, forcing dispatchers to work long hours with few breaks and little time to decompress.

The pressure to perform perfectly, knowing that a single mistake could have life-or-death consequences adds another layer of chronic stress.

Dispatcher mental health is not a personal weakness; it is an occupational hazard. Acknowledging this reality is the first step toward change.

Agencies must move beyond awareness and invest in meaningful support, including access to confidential mental health services, peer support programs, critical incident debriefings, and leadership that openly supports wellness.

Dispatchers should be encouraged, not punished, for speaking up when they are struggling.

Equally important is changing the narrative. Dispatchers are not just answering telephones. They are skilled professionals managing chaos, trauma, and crisis with their voices and their minds. Their mental health matters as much as anyone else’s in public safety.

Taking care of dispatchers is not only the right thing to do, it’s essential for the safety of the public and the responders who depend on them. When dispatchers are supported, heard, and valued, they are better equipped to do the life-saving work that so often goes unseen. 

Capt. Adam A. Meyers, CPS

Hartford