How Dispatchers Handle Heartache: When the Protectors Need Protection

Written by Julie Lockhart, published on January 16, 2024

911 Dispatchers deal with heartaches every day, but what happens when we are the ones breaking?

When the weight of your own heartache threatens to drown you, it's hard to know where to turn. As 911 dispatchers, we are accustomed to being the steady voice on the other end of the line - the calm in the midst of chaos, offering comfort and hope. But what happens when that chaos invades our inner world? When the cries echoing in our ears are our own? It's then that reaching out feels most difficult and, yet, most necessary. In those moments of deepest despair, remember that help awaits on the other end, ready to listen, understand, and lift us. We need only make the call. There are those who care and who want to ease our pain. We don't have to walk this road alone.

We continue to educate the public that the voices on the other end of the line are more than just voices - we are people with compassion. We carry the weight of every emergency call, listening with empathy while remaining calm and collected. Though we must stay professional, we feel the emotional impact of every situation. Our steadfast guidance provides a lifeline in times of crisis. Many people, even other first responders, often forget that every call requires emotional strength and care for us as dispatchers.

That being said, when 911 dispatchers experience personal heartbreak in their own lives, it can be challenging to know where to turn. After all, we are the ones who are called in times of crisis for help and comfort. However, dispatchers are human, too. We have our struggles and sorrows that may feel overwhelming at times. It's important for all of us to know that we don't have to weather these storms alone. Just as we provide a caring voice of support when someone dials 911, there are people who can offer dispatchers that same compassion when we need it most.

Counselors, clergy, trusted friends, and family - they all stand ready to listen without judgement and be a soft place to land during seasons of grief. We, as dispatchers, give so much of ourselves in our work; we deserve to be on the receiving end of gentleness and empathy, too. 

If you know a fellow 911 Dispatcher walking through heartbreak, reach out with a listening ear or helping hand. Remind them they're valued for exactly who they are, with all their humanity. We can uplift each other with care and understanding when we all need it most.

Julie Lockhart, Public Safety Training Coordinator

Mercer County Communications Center E-911

Princeton, WV 24740

*Started in my 911 career in 1995 and moved up the ranks from a part-time dispatcher, full-time dispatcher, shift supervisor, to training officer TAC officer…. and still going strong. I was diagnosed with job-related PTSD about 7 years ago, and my goal is to make sure that my fellow 911 Dispatchers know that they are not alone. *

Thank you, Julie for sharing your experience with us. If you are interested in writing a blog, please email amanda@911derwomen.com. Sign up for our newsletter on our homepage to stay up to date with 911der Women programming, exclusive content and blog updates. Click here and scroll to the bottom.

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