PTSD: Identifying the Signs and Supporting 911 Dispatchers

Dispatchers are the front line of public safety. They handle life-or-death calls, manage high-stakes situations and coordinate emergency response – all while remaining calm under pressure. But behind the headset, these constant stressors can take a heavy toll. Many dispatchers face lasting psychological impacts, including anxiety, depression and PTSD.

At ENGAGE 2025, CentralSquare’s annual user conference, the PTSD and Workplace Wellness sessions took center stage as part of the BIG IDEAS series. Led by experienced dispatchers, these sessions created space for honest conversation around mental health in 911 communications.

Speakers included Brandon Skogen – a PCSO supervisor in Great Falls, MT, with 20 years of experience in both dispatch and fire/EMS – and Angela Page, a dispatch manager in Chatham County with over a decade of frontline experience. Together, they offered personal insights and practical tools for maintaining wellness in a high-stress profession.

Keep reading to explore the signs and symptoms of PTSD, as well as effective prevention strategies for 911 professionals.

Dispatch Under Pressure

Emergency dispatchers are the first point of contact in a crisis. Each call can involve traumatic situations like child endangerment, active violence, life-threatening injuries, etc., which can trigger a surge of stress that impacts the body and mind. When repeated daily, these stress responses can accumulate into serious long-term health effects.

Stress is the body’s natural response to demand or change. Acute stress is temporary and tied to specific moments. Chronic stress, however, persists over time and can damage immune function, disrupt sleep, cloud judgment and strain personal relationships. The body’s “fight or flight” response is meant to protect us. But it can backfire when triggered too often, leading to burnout, anxiety and illness.

For dispatchers, PTSD can be caused by a single, traumatic event or repeated exposure to trauma. Symptoms include intrusive thoughts, severe anxiety, nightmares, flashbacks, migraines, emotional numbness and more.

Dispatchers with PTSD often try to avoid thoughts, feelings, situations or people that remind them of the trauma. They may have trouble sleeping, struggle to concentrate or be easily irritable. These symptoms can be debilitating and affect health across all levels: physical, mental, emotional, social, etc.

Prolonged stress and PTSD impact lives holistically, not just job performance (although job performance clearly matters in emergency situations). Dispatchers must learn how to ask for help, cope with stress in healthy ways and build resilience. That’s where you come in.

As an agency leader, your job is to recognize these risks and create systems that prioritize wellness, so the people answering the call don’t bear the weight alone.

Brandon Skogen’s Story

One of the biggest myths about PTSD is “it won’t happen to me.” One of our speakers, Brandon Skogen, challenged this myth when sharing his personal story at ENGAGE 2025.

Diagnosed in 2016 with PTSD, Brandon had been silently struggling with symptoms since 2005. Like many in public safety, he dismissed the early signs, assuming stress was just part of the job.

Over time the symptoms worsened and began affecting both his work and personal life. One of his most disruptive symptoms was hypervigilance, a state of constant alertness that made it difficult to relax, focus or feel safe (even in normal settings).

The turning point came when Brandon chose to acknowledge his PTSD. He began actively seeking help through a combination of medication, therapy and support from family, friends, and coworkers. That shift – recognizing the issue and gathering the tools to manage it – made all the difference. By identifying his trigger points and learning to ground himself, Brandon reclaimed control and has become a voice of support for first responders facing PTSD.

Strategies for Emotional Wellness

For dispatchers facing stress, small strategies can lead to meaningful relief. Start by learning the basics of PTSD – what it looks like, how it feels and how it develops. Recognize your own triggers and early warning signs. The sooner you see stress creeping in, the sooner you can intervene.

Regular self check-ins help. Ask yourself how you’re feeling physically, mentally and emotionally. Don’t wait for a crisis to self-assess. Set boundaries outside of work, create space to relax and protect your time.

When you feel triggered, use grounding techniques to regulate your emotions. There are many simple exercises that help dispatchers re-enter “the window of tolerance” during and after difficult situations. Examples include:

• Box breathing (4s in, 4s hold, 4s out, 4s hold, repeat)
• Grounding with the 5-4-3-2-1 technique
• Verbalizing your emotions
• Mindfulness or meditation
• Journaling your feelings and experiences

Daily lifestyle choices matter as well. A balanced diet, consistent movement, and regular sleep patterns can keep your body resilient.

There’s a lot telecommunicators can do on their own, but none of it replaces professional help. Tap into employee assistance programs, find a licensed therapist or join a peer support group. You’re not the only one feeling the pressure. Talk to your coworkers, family and friends, and start building a network you can lean on.

Final Thoughts

PTSD is real, and its effects on dispatchers are often overlooked. These professionals handle intense, high-stakes calls that can leave a lasting psychological impact. 911 centers need to start (or continue) supporting their emotional wellness.

One of the first steps is normalizing mental health conversations in the workplace. Silence only reinforces stigma. When agencies create a culture where it’s okay to speak up, however, it becomes easier for dispatchers to ask for help and access the resources they need.

Agencies can take an active role by offering EAP programs, promoting peer support and providing mental health training. Leadership should model the same transparency they ask from their teams.

When we invest in the well-being of our dispatchers, we protect the people who protect everyone else. Schedule a discovery call today to learn how CentralSquare 911 solutions can help your agency support dispatchers.