By Special Guest Writer Josephine Rios Public-Safety Dispatcher Founder, Latinas of 911 LLC
I have spent 14 years as a 911 Call-Taker and Law Dispatcher in South Florida. As a first-generation Floridian, my parents immigrated to the United States from Nicaragua in Central America in the late 1970s. My life story is filled with both trauma and heartbreak, leading me unexpectedly to a career where I help people during their most challenging moments.
Three years into my career, I began feeling burnt out, amplified by constant scrutiny and mean-spirited behavior from colleagues. I reached a breaking point, unsure if I could continue in this line of work. At that time, I confided in my Communications Training Officer, who supported me through those tough times. I often called my grandmother in tears, uncertain if I could endure the work environment any longer.
At the same time, I was navigating the end of an 11-year abusive relationship and entering a new one. I initially found support in this new relationship, believing I could finally be myself. However, I realized I hadn't properly addressed my past traumas, which began to manifest in my new relationship. There were days when I struggled to even get out of bed, immobilized by my emotions. The constant mandatory overtime at work, coupled with household responsibilities and caring for our six fur babies, became overwhelming. Despite my partner's background in law enforcement, she became frustrated with my work schedule.
Then, my agency transitioned into a Regional Communications Center, moving us from our familiar workplace to three separate Emergency Communication Centers and integrating with city employees who were navigating their own adjustments. During this time, I found myself struggling with heightened emotions and conflicts at work. My partner, concerned for my well-being, noticed the toll it was taking on me. I came to realize that I needed support, as I often felt overwhelmed and found it difficult to get out of bed. Acknowledging that this wasn’t a sustainable way to live, I knew I needed to seek help to ensure my personal struggles didn’t affect my relationship.
Thus began my journey with therapy. I sought help from a psychologist, underwent medical screenings, and tried various therapeutic techniques to manage my anger. When these methods proved insufficient, I reluctantly turned to medication. Walking into my primary doctor's office to request antidepressants felt like admitting defeat and confirming my fears of being labeled "crazy." However, my therapist assured me that seeking help was an act of courage, despite the stigma associated with mental health in my upbringing and profession. Even writing about that moment brings me to tears remembering how broken I felt.
My healing journey was far from straightforward. Five years into my relationship, I underwent surgery to remove a benign mass from my left breast. During my recovery, tensions arose between my partner and me, leading to a painful breakup. I had to leave our home abruptly, leaving behind our beloved pets. This period marked my lowest point, compounded by the public announcement my ex made of our breakup on social media, forcing me to mourn not only the relationship but also my lost pets.
I struggled with frequent absenteeism at work, lost my appetite, and discontinued my antidepressants, spiraling into a deep depression. During this period of darkness, a coworker — whom I now consider my angel — reached out daily, offering support when I felt abandoned by friends and family. Her compassion was a lifeline, prompting me to resume therapy and medication, prioritize self-care, and rediscover myself.
As I regained strength, I realized I needed to address my behavior at work. Despite my readiness to make positive changes, my efforts were met with resistance. Not everyone was receptive to my growth, a hard truth I had to accept. During my tenure as a Communications Training Officer (CTO), Dominique Mathis introduced me to the 911der Women Inc. and other professional resources on social media, highlighting the lack of such support in South Florida.
Inspired by other 911 professionals, I decided to establish Latinas of 911 LLC. My goal was to create a platform in South Florida for 911 professionals, particularly Hispanic women, to access training, mental health resources, and support networks. Since starting with my agency, the Hispanic community has grown significantly. I help aid in Spanish, ensuring that the community receives immediate help without delay. I hope to recruit other bilingual individuals into the 911 profession through my platform.
Despite facing challenges and navigating a learning curve within my agency, I remained determined to pursue my goals by personally financing training opportunities and advocating for mental health awareness in our profession. I take pride in my role as a dedicated advocate, supporting countless individuals during their times of need while working to enhance the support systems within our community.
Latinas of 911 LLC recently celebrated its first anniversary, during which I facilitated training opportunities for fellow Latinas in 911 and shared my journey at conferences. I also aim to raise awareness in the Hispanic community about 911 and how it works. My hope is that by sharing my story, others will feel empowered to seek help when needed and recognize their value. Remember, you have a purpose, and you matter… never forget that.
About the Author:
Josephine Rios, born and raised in Miami, FL, has been a 911 Call-Taker and Law Dispatcher in South Florida since June 2010. She is the Founder of Latinas of 911 LLC, dedicated to mentoring Latinas in the 911 profession and supporting fellow professionals facing mental health challenges, while aspiring to become an Emergency Number Professional (ENP) through the National Emergency Number Association (NENA) to drive positive change in the field.
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