The Supervisor’s Role in Eliminating Emotional Stress for Communications Personnel
Emotional survival is a very real, critical, and often overlooked necessity for public safety dispatchers. Due to constant exposure to traumatic incidents, vicarious trauma, and high-stakes pressure, dispatchers must actively manage their mental health to prevent burnout, compassion fatigue, and long-term psychological damage. As difficult as it may be for a dispatch supervisor to initially recognize these ailments, as they are not therapists, their role is to recognize and minimize those stresses.
Supervisors in communication roles act as vital links between management and staff, requiring effective message delivery, emotional support, and trauma-informed guidance to prevent burnout. Emotional resilience depends on encouraging open dialogue, modeling calm behavior, and applying structured support strategies to handle emotional demands, reduce uncertainty, and foster trust. The simplest way dispatch supervisors can assist dispatchers is by actively promoting a “culture of respect” through consistent, open communication and by “walking in their shoes” to understand daily stressors.
This 8-hour class will go deeply into the role of the supervisor as the first-line manager for emergency communication operations.
Workshop Content:
Understanding the Transition from Dispatcher to Supervisor LISTEN, RESPECT, and MODIFY Build Trust through Accessibility Lead by Example Mandatory Breaks and Relief Monitor Workloads Rotation of Tasks Structured Debriefings Destigmatize Seeking Help Provide Resources with Specialized Mental Health Personnel Feedback and Appreciation Resilience Training Empower Autonomy by Involving Staff in Decision Making
Cost: $239.00 per attendee
Where: Department of Fire Services - Springfield Campus, 100 Grochmal Ave, Indian Orchard, MA 01151
When: September 18, 2026 0800-1600
To Register: Please go to www.srrtraining.com and register online https://www.srrtraining.com/courses.html
