Managing 911 & 311 Stress

Working in 9-1-1 and 3-1-1 is inherently stressful. In this course we will understand what stress exists in our centers and the causes, including the four major categories, two types and four stress responses. The causes of stress will be reviewed, including the stress caused by critical incidents in the work enviornemnt, on top of personal and home-caused stresses. Once stressors have been identified, attendees will learn the latest stress management and coping techniques.  

 Students will first be led through their own personal stress survey to get a baseline. We will then study physical, emotional, and organizational stress within a 9-1-1 and 3-1-1 center, identifying locations, symptoms, and then positive combatants! Students will be led through creating center-wide stress pressure relievers.  

3-1-1 students will be introduced as the true 9-1-1 pathway they represent. Callers who receive good service when calling 3-1-1 are more likely to access 9-1-1 during emergencies. 911 and 311 team members have a tremendous amount in common, including the stress of the unknown. 

Host or Publisher Office of Unified Communications