Managing 911 Stress

911 Dispatch Academy


Tracy Ertl – 28-year veteran with Brown County Public Safety Communications (Green Bay Wisconsin), retired. Tracy has served thousands of public safety students as a devoted APCO Adjunct Instructor, presenting nationally and internationally. She is also Owner and Publisher at TitleTown Publishing, a mainstream publishing house specializing in survival and police titles.

Course Description:

This class will cover the causes, signs and symptoms of stress, its effects on our physical and mental well-being, and give you some realistic alternatives towards managing that stress.  We’ll also discuss how dispatch Peer Counselors may be a valuable asset to your Dispatch Center, and make you aware of Critical Incident Stress Debriefings and Defusings that help take the mental pressure off your team if they’ve worked that Officer Down, Line of Duty Death or other Critical Incident. Module II approved.

Topics Covered:

  • Physical signs of stress
  • How we handle stressful critical events
  • Emotional signs of stress
  • What do we need?
  • Psychological signs of stress
  • Larger issues from stress
  • Operational effectiveness factors and stress
  • Coping techniques
  • Diseases attributed to stress
  • Coping mechanisms
  • Stress and the dispatcher
  • The supervisor’s role
  • Critical incident stress
  • Assistance programs
  • Our dispatch stressors
  • Critical incident stress debriefing
  • Our stressful work environment

Course Details:


**The Course is SNC Approved** - Module II -