Resilience in the 9-1-1 Center

This week’s newsletter is the speech I gave at our annual awards ceremony on Tuesday, October 22, 2024.

Good afternoon everyone,

Thank you all for gathering here today. I want to express my deep appreciation for each one of you. As members of the 9-1-1 center, we are not just a part of public safety; we are its core. We are the first voices people hear when they are most vulnerable, scared, or desperate. Our role is not just a job; it's a lifeline, a service that brings calm to chaos and hope amid emergencies. And for that, I want to say thank you. Your work is invaluable and integral to the safety of our community.

But let's be honest—it's not easy.

A Demanding Reality

Being a 9-1-1 dispatcher is a demanding profession, one that comes with immense responsibility. We are the ones who handle the calls that no one ever wishes to make, the calls that mean someone is facing an emergency, a crisis, or sometimes, their worst day. We must remain calm, collected, and precise, even when everything around us is falling apart. That takes more than skill; it takes resilience. It also takes a toll on our emotions, and it's okay to acknowledge that.

And this resilience is constantly tested.

We are all aware of the struggles we face, especially over the past few months and even years. We've been short-staffed, having to take extra shifts and longer hours to ensure there is always someone on the other end of that call. The job requirements are stringent, and rightly so, because lives depend on our performance. But when you're tired, stretched thin, and running on nothing but coffee and determination, meeting those demands becomes even more challenging.

The Struggles We Overcome

The stress of being short-staffed isn't just about numbers—it's about people. It's about those moments when you feel like you can't take a breath because the phones won't stop ringing. It's about the shift that turns into a double and then a triple because there's no one else to relieve you. It's about missing birthdays, anniversaries, and family dinners because of duty calls. These sacrifices don't go unnoticed. They are a testament to your commitment and dedication, and for that, I want to express my deepest appreciation.

Yet, despite all this, here you are.

You show up, shift after shift. You answer each call with the same professionalism, urgency, and care. You keep pushing through, no matter how difficult the day has been, because you know someone needs you. And that's the definition of resilience. Your resilience is not just a quality; it's a testament to your strength and dedication. It's something to be proud of, and it's what makes you all so exceptional.

The Power of Teamwork

But resilience isn't something that happens alone. It's built on the strength of the team. We don't just have colleagues in this room—we have a family. When things get tough, we support each other. When someone needs a moment to catch their breath, there's always someone ready to step in. We share the burden, the long hours, and yes, even the frustrations, but we also share the victories. We celebrate every successful dispatch, every saved life, and every time we make a difference.

That's what makes this team unique. It's not just about what we do; it's about how we do it together.

Resilience in Action

Resilience is about more than always getting tired or frustrated. It's about finding the strength to keep going, even when the path gets rough. It's about digging deep when you feel like you've given everything you have, only to find that there's more left. And every single one of you embodies that resilience.

It's in the dispatcher who calmly guides a caller through CPR, even though their hands are shaking. It's in the team member who stays late to help cover a shift, even though they've already had a long day. It's in how we comfort, encourage, and remind each other that we are never alone in this journey.

Looking Forward

As we move forward, let's continue to lean on each other. The challenges we face aren't going to disappear overnight. Staffing issues, long hours, and job demands will still be there tomorrow. But so will our resilience, dedication, and commitment to this vital role. Let's also remember the importance of self-care. Taking care of ourselves is not a luxury; it's a necessity in our line of work.

Let's remember why we do this. We are the unseen heroes who ensure help is always on the way. We are the steady voice in the dark, guiding people through their most challenging moments. We are the heartbeat of public safety and will continue to be, no matter how hard it gets.

Conclusion

In closing, I want to say thank you. Thank you for your strength, dedication, and resilience. Thank you for showing up day after day, for the sacrifices you make, and for the personal cost you bear. It would have been easier to walk away, but you chose to stay. And thank you for being there for each other. Together, we can face whatever challenges come our way because we are more than just a team—we are a family.

Let's keep pushing and showing the world what resilience truly looks like.

Thank you.