By Special Guest Writer
Brandi Powell
Founder & CEO, The 911 Chaplain Initiative Inc.
PSAP Ambassador, Prepared
A few years ago, I realized that in our fight to be recognized as first responders, we, as dispatchers, often go without the standard resources other emergency heroes receive. I thought back to all those polarizing incidents that paralyzed the 911 center—the times when officers were in danger, when callers reported shootings or discovered lifeless bodies, when we guided callers through life-or-death moments. I remember the times we took calls from hysterical parents whose babies weren’t breathing, from people on the brink of suicide, and from those who found a loved one deceased. In those moments, we often wanted to break down and cry, but instead, we picked up the phone and did it all over again.
People don’t realize that the traumatic calls can haunt dispatchers for years. When I think of those moments, I see the missing pieces: our resolution, our closure, our support. As I traveled across the country, I began asking dispatchers about access to chaplains. Most relied on chaplains loaned from local law enforcement or fire departments, but 911 centers rarely had dedicated chaplains of their own. We are often excluded from Critical Incident Debriefings that other responders attend.
Some calls take years to overcome. The wailing, the screams, the gunshots, the agonal breathing, and desperate pleas for help—these sounds don’t just disappear. Many dispatchers, when they close their eyes, are re-traumatized by the “sounds of 911.” My belief, my hope, is that by advocating for chaplains and wellness support, we can heal. We can achieve wholeness. We can envision our career as viable and fulfilling, leading to better retention, morale, and community support. Having chaplains available to the center, accessible 24/7, with training specific to 911 needs, could start a new chapter in our profession where we are healthy in mind, body, and soul.
This mission is personal for me. In 2022, after 15 years as a dispatcher, I walked into my first 911 conference to present “911 Chaplains: Tending to the Soul of the Dispatcher.” I prepared for weeks, gathered statistics, and crafted a presentation that I thought would reveal the critical need for dispatch chaplains. Yet, as I spoke, I saw the familiar expressions in my audience. I was preaching to the choir; we all knew we were struggling. This wasn’t news—it was just our reality.
In dispatch, there's an unspoken expectation of burnout. We know that we may someday snap or become numb, unable to function fully. This understanding shifted my approach. Dispatchers, by nature, are solutionists. We find answers and resources daily. The problem wasn’t whether we needed chaplains; it was why we didn’t already have them.
I am proud of how far we have come. When I started dispatching years ago, wellness initiatives consisted of throwing a treadmill in the breakroom. Now, we have peer support teams and clinicians who specialize in emergency services. These are incredible breakthroughs, and although they aren’t universal to dispatch yet, it’s a great start.
I often say that “911 doesn’t come with a trigger warning”. We can’t predict the calls we will take. We don’t know if it will be a loved one on the phone or our worst nightmare. Yet, we are expected to handle that call with professionalism and efficiency. So many dispatchers are triggered by so many calls, yet “fight or flight” isn’t an option for us. So, what do we do instead? We pack it in. We accept it as the nature of the job. We make morbid jokes. We become callous and indifferent to things that have become routine to us but would make the rest of the world scream.
We all have “our worst call”. The one we don’t want to talk about, but it stays with us. The call where we lost composure, or we felt like we had failed the caller. These calls are difficult to articulate to someone outside of our industry, so we pack them in and keep moving. I teach often in classes that there are some things we cannot handle alone. There are some circumstances that require greater support. This is where the chaplain comes in.
In Arkansas, Pastor Matt Smith of Refuge Church, serves as a chaplain for his local 911 center. He doesn’t serve the police, or the fire department - just the dispatchers. His approach to chaplaincy is not unlike his approach to pastoring. He’s a consistent resource for the dispatchers. He spends time with them and gets to know them and their families. He sends them daily devotionals and encourages them after difficult calls. His church has even adopted the center and feeds a different shift every month. This establishes the ECC as a fixture in the community. The community that dispatchers serve now gets to serve them. It’s a beautiful model of what chaplaincy in dispatch can look like.
I understand the objections about chaplains in the workplace. Many worry it’s not professional or that others who aren’t religious may feel uncomfortable. However, chaplaincy isn’t about salvation or conversion. It’s about providing support and instilling hope. It is the effort of those called to serve the hurting. Chaplaincy in 911 will change the fabric of ECC’s nationwide. No longer will it be an inevitability that they will crash and burn, but dispatchers will begin to thrive with the full holistic support of 911 Chaplains. They will have a source who will understand the plight and the fight. Dispatchers will have someone who will listen and be able to provide kindness, patience, and support.
Over time, I’ve observed that as dispatchers are increasingly recognized as first responders, the resources offered to us grow. First responders have access to support, mental health care, and chaplains—yet for too long, we weren’t considered first responders, and it hurt. People don’t see dispatch as a traumatic place; they assume we’re safe, sitting in a room, doing clerical work. But our rates of PTSD and depression, though underreported, rival those of police officers (Weaver, 2021). The truth is, we need chaplains. And it’s time to make that dream a reality.
Work Cited and Suggested Reading
Weaver, C. (2021, March 12). Documenting the Traumas of First Responders. National Alliance on Mental Illness. https://www.nami.org/frontline-wellness/documenting-the-traumas-of-first-responders
About the Author:
Brandi Powell is a dedicated and respected leader with a unique blend of expertise in emergency dispatch and pastoral care. With over 15 years of experience in emergency dispatch and 12 years in ministry, she brings a profound understanding of the emotional and spiritual needs of 9-1-1 dispatchers. Brandi also serves as a PSAP Ambassador for Prepared 911 and is the Founder and Executive Director of The 911 Chaplain Initiative Inc., an organization committed to the well-being of dispatchers. Blending her experience in dispatch and ministry, Brandi is at the forefront of advocating for holistic wellness within 9-1-1 centers. Recognizing the emotional toll of the profession, she is dedicated to raising awareness of support systems that address the spiritual and emotional needs of dispatchers, ensuring they have the resources to thrive both personally and professionally.
Thank you, Brandi, for a powerful article. We are blessed to have a strong chaplain program that serves us as well are our officers, jailers, civilian personnel and firefighters. While they are not just "our chaplains" they are a source of strength for us. They come check in occasionally and are always feel welcome to stop by. We are often their first contact when requested for a call, so we have that additional connection with them. They do all they can to support all of us. My prayer is that every center has a chaplain program that does exactly what you say in this article - they are a true blessing. Thank you to the 911 Training Institute for bringin…