Challenges Faced by 911 Call Takers

SOURCE npr.org
Sara Harper worked as a 911 call taker at Denver 911, found the job rewarding but struggled with long hours and anxiety. More cities are deploying mental health professionals as alternative responders to some calls. 911 workers are often stressed, understaffed, and underpaid.

Key Points

  • 911 call takers are overstressed, understaffed, and underpaid
  • More cities are implementing alternative response programs involving mental health professionals
  • Training and support are crucial in improving the call process

Pros

  • 911 call takers play a crucial role in emergency response
  • Deployment of mental health professionals as alternative responders is increasing
  • Training programs aim to improve decision-making processes

Cons

  • 911 call takers often face long hours, burnout, and anxiety
  • Deciding when to use alternative responders can be challenging
  • Inconsistencies in training and support across different call centers