PSC - May/June 2017 Issue - 38

strains of shift work, working in close quarters, interpersonal conflicts, and balancing
family and work life take their toll, and they
are factors that cause burnout in our profession. The addition of video and picture footage
will almost certainly raise the need to care
for our telecommunicators' mental health.
What can we do in the face of these challenges? PSAP managers and directors should
be mindful of the potential effects video and
picture footage will have on their telecommunicators, and they should have plans in
place for implementation of these technologies. They should focus on increased mental health support, training and preparation
before deployment. They should also plan for
staffing increases, to handle the potential
time demands that monitoring these, other
cameras and potential data inputs from the
internet of things may cause. Proper staffing
can potentially decrease the stress placed on
telecommunicators as they process these new
data inputs.
Software developers working on the
programs that will deliver pictures and
video footage should consider building into
their systems a bypass option, allowing

telecommunicators the choice of whether they
want to view the footage directly, or send it
directly to responders via MDT or other mobile
device. This could greatly reduce distress levels
telecommunicators experience, without reducing service levels to field responders.
As with any new technology, careful
and thoughtful implementation is essential.
Telecommunicators involved in the process
and trained properly on its use will adjust
more quickly to the new process. Training
on video and picture technology will be particularly important, especially if the choice is
given to the telecommunicators as to whether
or not they want to view. Preparation for the
kinds of things they may view, as well as how
to bypass viewing, will be important.
The best thing PSAP leadership can
do is to care for telecommunicators' wellbeing. Strong mental health training and
support will be instrumental as we face the
challenges that new technology presents.
Knowing that management is providing the
care and tools they need to properly handle
the calls and care for themselves in the aftermath will be the key to success in this new,
visually-based frontier.

*

References

1 Lilly, Michelle (2015, Winter) Stress-Related Health
Problems in 9-1-1 Telecommunicators. The Call.
Retrieved from https://www.nxtbook.com/naylor/
NENQ/NENQ0415/index.php?startid=10
2 Raskin, Anna (2016, October) PTSD and Emergency
Telecommunicators. The Journal of Emergency
Dispatch. Retrieved from https://iaedjournal.org/
ptsd-in-911-communications-qa/
3 Lilly, Michelle (2015, Winter) Stress-Related Health
Problems in 9-1-1 Telecommunicators. The Call.
Retrieved from https://www.nxtbook.com/naylor/
NENQ/NENQ0415/index.php?startid=10
4 Drew, Christopher and Philipps, Dave. (2015, June)
As Stress Drives Off Drone Operators, Air Force Must
Cut Flights. New York Times. Retrieved from https://
www.nytimes.com/2015/06/17/us/as-stress-drivesoff-drone-operators-air-force-must-cut-f lights.
html?_r=0
5 Shinkman, Paul D. (2014, November) The Heavy Toll
of a Drone War. US News. Retrieved from https://
www.usnews.com/news/articles/2014/11/18/isis-warclaims-heavy-toll-on-drone-intelligence-operatorsat-home

Jennifer Kirland, RPL, ENP, is Operations
Support Supervisor at Vail Public Safety
Communications Center and a member
of the APCO Editorial Committee and the
Professional Development Committee. She
can be reached at jkirkland@vailgov.com.

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Table of Contents for the Digital Edition of PSC - May/June 2017 Issue

President’s Channel
On Scene
Public Safety Communications Systems: The Future Is Smart
Evolution of the PSAP
E-Comm: A Model for Consolidated Emergency Communications and Public Safety Support
The Dos and Don’ts of Designing Your Communications Center on a Budget
When Germs Attack – Help Your PSAP Fight Back
How a Scheduling System Can Save Your Sanity
Advances in Quality Assurance and Improvement Software
9-1-1, Show Us Your Emergency
High Performance CPR & CDE Exam
Managing Peers in the PSAP & CDE Exam
Direct Channel With APCO
PSC - May/June 2017 Issue - Intro
PSC - May/June 2017 Issue - cover1
PSC - May/June 2017 Issue - cover2
PSC - May/June 2017 Issue - 3
PSC - May/June 2017 Issue - 4
PSC - May/June 2017 Issue - 5
PSC - May/June 2017 Issue - 6
PSC - May/June 2017 Issue - 7
PSC - May/June 2017 Issue - 8
PSC - May/June 2017 Issue - 9
PSC - May/June 2017 Issue - President’s Channel
PSC - May/June 2017 Issue - On Scene
PSC - May/June 2017 Issue - 12
PSC - May/June 2017 Issue - 13
PSC - May/June 2017 Issue - Public Safety Communications Systems: The Future Is Smart
PSC - May/June 2017 Issue - 15
PSC - May/June 2017 Issue - Evolution of the PSAP
PSC - May/June 2017 Issue - 17
PSC - May/June 2017 Issue - 18
PSC - May/June 2017 Issue - 19
PSC - May/June 2017 Issue - E-Comm: A Model for Consolidated Emergency Communications and Public Safety Support
PSC - May/June 2017 Issue - 21
PSC - May/June 2017 Issue - The Dos and Don’ts of Designing Your Communications Center on a Budget
PSC - May/June 2017 Issue - 23
PSC - May/June 2017 Issue - When Germs Attack – Help Your PSAP Fight Back
PSC - May/June 2017 Issue - 25
PSC - May/June 2017 Issue - 26
PSC - May/June 2017 Issue - 27
PSC - May/June 2017 Issue - 28
PSC - May/June 2017 Issue - 29
PSC - May/June 2017 Issue - How a Scheduling System Can Save Your Sanity
PSC - May/June 2017 Issue - 31
PSC - May/June 2017 Issue - Advances in Quality Assurance and Improvement Software
PSC - May/June 2017 Issue - 33
PSC - May/June 2017 Issue - 34
PSC - May/June 2017 Issue - 35
PSC - May/June 2017 Issue - 9-1-1, Show Us Your Emergency
PSC - May/June 2017 Issue - 37
PSC - May/June 2017 Issue - 38
PSC - May/June 2017 Issue - 39
PSC - May/June 2017 Issue - High Performance CPR & CDE Exam
PSC - May/June 2017 Issue - 41
PSC - May/June 2017 Issue - 42
PSC - May/June 2017 Issue - 43
PSC - May/June 2017 Issue - Managing Peers in the PSAP & CDE Exam
PSC - May/June 2017 Issue - 45
PSC - May/June 2017 Issue - 46
PSC - May/June 2017 Issue - 47
PSC - May/June 2017 Issue - 48
PSC - May/June 2017 Issue - 49
PSC - May/June 2017 Issue - Direct Channel With APCO
PSC - May/June 2017 Issue - cover3
PSC - May/June 2017 Issue - cover4
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