It is estimated that the average tenure for an emergency dispatcher
to be just about two-years. While there might be many different
reasons for this, I believe the greatest cause to be dispatcher
burnout.
It's not easy for many dispatchers to recognize when they
are becoming burned out on the job. Especially "seasoned"
dispatchers who get use to the hours, the signing up for overtime,
and all the other niches of the trade. Some of us like to save
up our vacation days for some distant time in the future. This
is usually at the end of the year so we can get that big check
for the overage. But when you get down to it many dispatchers
are just plain workaholics. We work in a fast-pace bang-bang
type of job atmosphere. We like it that way and yet the problem
is we just might not know when to slow down.
During my career as an emergency dispatcher I personally witnessed job burnout
among my peers, and frankly I have experienced it myself. Dispatching
is a busy occupation. It is also a very stressful occupation.
Put the two together and you sometimes get so busy that you
don't recognize it when the stress of the job is burning you
out. So what is dispatcher burnout and how do you know it is
affecting you?
Before we begin it is good to get a handle on the definition
of stress.
Stress is the demand placed on a person, whether
externally or internally, that requires them to cope, adapt and
adjust. When you are under stress, certain bodily reactions
take place. Some of these are:
Increased heartbeat.
Increased respiration.
Restricted blood flow.
Increased blood pressure.
These are normal reactions and they happen to every one of
us each day. Under normal circumstances, after the stress is
dealt with, these bodily functions return to normal levels.
Yet in the emergency dispatching environment the stress your
body experiences tends to be sustained over time. This can be
the entire length of your shift - it could be longer. This is
because you are always in a "ready-alert" status during
any given shift, ready for the next call or action you have to
perform. This sustained state of arousal can wear you out over
time if there isn't an adequate adjustment to counteract it.
This is precisely where burnout can occur. Unless you know the
signs of burnout you might not recognize it when it happens to
you until serious consequences set in. Keeping this in mind,
here are Ten signs you can look for:
1. Increased feelings of anger and resentment towards co-workers
and supervisors without a rational cause.
2. Lack of appetite or even a marked increase in appetite
(Either you're not hungry and haven't eaten for a while or your
eating even when you're not hungry).
3. Prolonged bouts of insomnia lasting more than a week in
succession. Everyone has trouble sleeping once and while. It
is sometimes hard to get set patterns of sleep with rotating
shifts. Yet most dispatchers know the amount of sleep they normally
get. If that normal pattern is disrupted, it is time to take
notice.
4. Physical problems, i.e.; stomach aches, constipation, headaches,
chest pains (Note: Chest pain is always a cause for medical attention.
However, not all occurrences of chest pain indicate a heart attack.
Chest pain can sometimes be a signal of temporary sustained rise
of blood pressure due to stress. Either way it's a real strong signal that
your engine is over-revving).
5. Feelings of worthlessness, listlessness or an attitude
of "What does it matter anyway?"
6. Feelings of being overwhelmed. You feel like you're being
surrounded by life and it's events.
7. Forgetfulness - Not just losing your car keys, but forgetting
important appointments, promises, tasks, meetings.
8. Incidents where you lose your composure or lack the of control
of your emotions. What dispatchers call a "composure-failure".
Some examples are: Being rude to complainants, officers, banging
the keys on the keyboard, verbal outburst, etc.
9. Prolonged depression. This isn't just being sad, but
a marked sadness. Everybody gets sad once and a while, but when
it last for more than a week this could be signal.
10. Inability to concentrate or focus on familiar tasks.
Even those simple Teletype entries feel like the first time
that you did them!
If just one of these signs is present, it could be time to
step back and look where you are. Only you can really decide
if you are getting burned out. Many departments have an Employee
Assistance Program that can provide help. When was the last
time you took a vacation? If it has' been longer than six months
since your last vacation, maybe it's time to put in for one.
On the other hand, if you lean how to positively cope with
stress, you can protecting yourself from burnout. Here are a
few suggestions to help you get a start.
1. Get adequate exercise. Just a walk of 20 minutes duration
three times a week will help.
2. Eat adequate, balanced meals. Junk foods aren't called
that for nothing. Cut back on caffeine.
Learn to take it easy. If you are a Type A person, learn to
challenge some of your Type A beliefs. Instead of competition, try
cooperation. Instead of perfection, try just being a little better each
day. Stop driving yourself crazy. Learn to let go of those things you
cannot change
3. I know it's hard, but get as much rest as you can. Whatever
the schedule of your life or shift you are on there are times
when you do finally get to sleep. Make it the same time everyday
or night. You need proper rest to allow your body to repair
itself and strengthen itself for new demands placed on it. Stay away from
sleep aids, they only produce "artificial sleep", and can be
psychologically habit forming.
4. Learn to breathe properly. This lowers the arousal of the
sympathetic nervous system. Breathe in though your nose
and out through the mouth using your diaphragm.. You can practice
this by "belly-breathing". Do it by placing your hands
on your belly and breathe in the way described above - slowly
and rhythmically. This is a great way to de-stress anytime you
feel the need.
5. USE your vacation time and break times. When you take
a vacation plan a real getaway - use some of that overtime money
you have been saving and go somewhere nice. When you get a
break, make sure to get out of the dispatch area. Sit in the
dispatch lounge, close your eyes and breathe properly. To put
it another way, meditate! Let your system return to normal.
Even 15-minutes spent in this way can make a big difference.
The important thing is not to ignore the symptoms of burnout, but to learn how to cope with stress while the flame is still
lit!
ALSO! View our
Recognizing Burnout Powerpoint Free!
Helping Dispatchers Cope
with Stress!
