The Resilient 911 Professional: A Comprehensive Guide to Surviving & Thriving Together in the 9-1-1 Center

by Jim Marshall, Tracey Laorenza

FOR DISCOUNTS ON PURCHASES OF 25 OR MORE, Please go to our www.911Training.net. Thank you! Jim MarshallFROM THE PREFACE BY TRACEY LAORENZA...Let me start off first with a couple questions to my fellow dispatchers. Have you ever looked at your console and said, “That’s it, I’m done?” Or turned to your partner and noticed they were struggling and you didn’t know what to do or say to help them? You’re not alone. And that’s one of the driving forces behind this book. To let all dispatchers and call-takers know you’re not alone. There is help—in many forms. As you journey through these pages, you will meet several people who have been touched by the 9-1-1 dispatch profession. Some of these people are, or have been, dispatchers themselves. Some are therapists, scientists, and even medical doctors. There are directors, and those who have served in the military. We are your authors. Our chapters will cover many facets of a world that deals with trauma on a daily basis. We have pooled our knowledge, our experiences, and our genuine concern for the health and wellbeing for all 9-1-1 Professionals to create this guide to help you survive and thrive in the 9-1-1 world. As you walk through these pages, our hope is for you to become physically, mentally and emotionally healthier than when you turned the first page. We hope for a more resilient you. But, this book is not just for dispatchers!To the rest of our readers, I would like to welcome you to the unknown. Each moment of a dispatcher’s shift is just unknown. With each ring of the telephone there could be a child screaming for help; a mother who has lost her child; an elderly male who woke to find his wife has passed away in her sleep; an irate driver stuck in a traffic jam because a mile ahead someone has been killed in an accident the driver can’t see; or it could quite simply be a lonely, elderly woman calling for the time, because she has no one else to call. Let’s not forget the calls about the weather, road conditions, queries about when the electricity will come back on, the raccoons out in the daylight, and a myriad of other calls that are answered daily. You are about to experience some of the most heart-wrenching experiences dispatchers are required to handle. You will witness their steps from the depths of darkness into the bright light of resilience as they become stronger, healthier, Extraordinary Care Givers. You will walk alongside therapists who have fought to bring to light the trauma suffered by dispatchers. Hopefully you will begin to wonder compassionately about the dispatch profession. And I assure you, it is a profession. Dispatchers are a proud, yet humble group. But we are suffering. We have always been the nameless, faceless voice on the other side of the receiver, answering your calls and cries for help. Now it is your chance to help us.

419 pages, Paperback

Published April 20, 2018

Reviews

[Hannah Tufte · Rating 5 out of 5]

This book is a well-compiled account of the struggles the FIRST first responders may experience or be experiencing and how to counteract some of these feelings. With my recent promotion to be a leader for my peers, I believe this book will have a lasting impact on things to look out for and how to help/be the best leader I can be to maintain the resilience at my PSAP.

[Trae Maeder · Rating 5 out of 5]

Incredible read for anyone!

This book was quite a read and has opened my eyes to so much. The information on these pages is critical to any communications manager, supervisor or trainer. But the information is also great for any dispatcher, first responder or member of the public to understand what our Very First Responders experience in this career and the steps that need to be taken to ensure the resilience of those who choose to serve.

[Serena Strouse · Rating 3 out of 5]

This book had great content for the 911 dispatcher. Lots of references and lots of links to help. There is a ton in this book that can be delved into as a whole or in separate chapters. This is a must read for any 911 dispatcher but should be mandated for any 911 supervisor.

[Eeg · Rating 5 out of 5]

Jim cares! This book has helped me in many ways both at work and at home. Thank you Jim!

[Bev · Rating 5 out of 5]

I just started this today and let me tell you I am completely overwhelmed with the information. so much of it validates what I already know and feel but so much more of it explains why I am struggling and why I try so hard to fight for my co workers.

[Shawn Teets · Rating 5 out of 5]

This is a must read for any 911 dispatcher. It really sheds light on the struggles that dispatchers face and how easy it is to be overcome with PTSD. It’s refreshing to hear stories of people overcoming.

[Aljan · Rating 3 out of 5]

This will be a good reference book to have in the comm center. There is a lot of good information in it.
It could have used a brutal editing. I don't care much for the style that it is written in. Way too much fluff.

[Sarah Owen · Rating 5 out of 5]

Fantastic read for all 911 dispatchers and those that work with them. This book covers much needed topics that do not see the light of day in our "Suck it up, buttercup" culture.

[Mark Deisenroth · Rating 5 out of 5]

As a 911 professional I found this book to be highly informative and would definitely recommend it for anyone who is thinking about getting into or is already in the 911 field.

[Andrea · Rating 5 out of 5]

I would recommend this to any 911 professional!

[Kenzie · Rating 4 out of 5]

So much valuable information for dispatchers and 9-1-1 stakeholders!

[Donna Duval · Rating 4 out of 5]

Good book if you are teaching students who want to go into this high stress and high stakes career. Excellent reminders for stress management and building resilience!

[Ashley Shager · Rating 5 out of 5]

I love this book so much, I can’t wait to reread it, take notes and dive into plans for my centers Peer Support team!