CISM:  911 Peers Partnering with Dispatchers, Spreading Relief for All

By: Laura Potts – Harford County, Maryland 911 Dispatch Coordinator/Supervisor

The lessons we learned while using CISM may seem small in comparison to the event; however, there are many. First, we are here to primarily listen to our peers, not to always advise. While we are listening to them, interjecting our own experiences and feelings are not what the peer needs to hear. Second, letting the peer vent their feelings and explain their part in the event that occurred is definitely part of the plan, in which they need to do. Venting their thoughts and feelings can be therapeutic along with crying, crying is scientifically proven to relieve stress they have built up.   Third, we realize that using CISM is so portable! We can have meetings on the spot anywhere and anytime.

There is minimal equipment needed to hold a meeting which allows flexibility and easy transport. Lastly, CISM truly WORKS. We have learned this and have experienced the results. Whether it is witnessing the results in others or experiencing it ourselves. We also get feedback from peers along with thanks for what we do from them.

Our 911 Center experienced a few traumatic events over the past 3 years and one of the incidents involved 2 of our deputies on duty were murdered, after being shot and killed. Our dispatchers worked through the whole incident. Our coordinator was able to have other members of the Peer Team assist with allocating a room and holding a defusing with all that were involved that day before we were let go from the center to go home. I believe we all left in a little better shape than when we entered the room together after the event at the end of our shift.

We are an active team within our center. We primarily do one-on-ones with our type of job; however, we have had group defusing’s before as mentioned above.

We have the privilege knowing we have the trust of our neighboring dispatch centers.   After those 911 centers experienced traumatic events, our team was called upon and we responded to their centers and assisted with CISM Peer Support and offered follow up contact also. This has made our whole team proud, knowing we are appreciated around our area and have that connection with Administrations from other dispatch centers.