Q&A
Discussion on support for dispatchers after traumatic calls
2:51:45
·
123 sec
Council Member Cabán inquires about the support provided to dispatchers after handling particularly traumatic calls. Both FDNY and NYPD representatives provide information on their respective protocols.
- FDNY EMS dispatch has supervisors trained to offer peer counseling or CSU (Counseling Services Unit) support to dispatchers after traumatic calls
- NYPD does not have mental health professionals in dispatch but offers a 'stress class' for operators who experience traumatic incidents
- Cabán emphasizes the importance of this support, referencing practices she observed in other cities
- The discussion highlights the challenging nature of the dispatcher role and the need for mental health support in this high-stress job
Cesar Escobar
2:51:45
I'll speak for EMS dispatch because we have different agents here that do dispatch for EMS.
2:51:52
Whenever any of our communication members experience a very traumatic call, we have supervisors that are trained to offer peer counseling or CSU unit?
2:52:03
And so the answer is yes.
Tiffany Cabán
2:52:04
Thank you.
2:52:05
And NYPD, the the 2 questions, do you have a mental health expert in in dispatch with the dispatchers?
2:52:11
And are you pulling people off the floor to provide support?
Ebony Washington
2:52:14
No.
2:52:14
We do not have a mental health professional, and we do have a stress class, we call it.
2:52:22
Okay.
2:52:22
And we do identify operators that experience a traumatic incident that they may hang handle the call.
Tiffany Cabán
2:52:30
Thank you.
2:52:31
I just have two more questions.
2:52:32
Chair may I or chairs may I?
2:52:36
Thank you.
2:52:36
Alright.
2:52:37
I got the I got the nod.
2:52:38
I got the nod from chair salam.
2:52:41
Okay.
2:52:41
So my my first of the the 2 last questions, when I was in dispatch, right, I'm talking to that's first of all, that is a hell of a job.
2:52:52
That is a really hard job to do.
2:52:54
And, you know, they're getting in information, and they have to make a call based on the information they have.
2:52:59
And there are legal liabilities.
2:53:00
And I had never thought about this part of the equation before.
2:53:03
And I said, you know, why aren't more calls going to the alternatives?
2:53:07
Why aren't and they said, well, you know, I have to legally go off of the information that's being given to me by whoever it is on the other line, even if I think it might not be the most accurate description of what's happening.
2:53:17
Do we have a public education program, or will you consider a public education program so that individuals who are calling 911 are better reporters of behavior because the way that we talk about mental health, the way we talk about how somebody presents makes a difference on what the dispatcher has to do.
2:53:36
And so if we wanna make this better, that's like a critical, critical piece.
2:53:41
Do we have a public education program like that?
2:53:43
And are you willing to explore and dig into that?
2:53:46
That's my first question I have one more
