Emergency dispatchers are no strangers to stress. Every shift brings a new wave of high-stakes decisions, traumatic calls, and split-second coordination. Yet, even in this intense environment, many dispatchers feel isolated—especially when they’re struggling. This is where peer support programs step in.
A well-structured peer support team can be a lifeline. It creates a space where dispatchers can connect with colleagues who truly understand the weight of the job. But simply naming a few people as “peer supporters” isn’t enough. For these teams to be effective, they must be thoughtfully built, trained, and supported by leadership.
This article offers a step-by-step guide to launching or refining a peer support program in your dispatch center. Whether you’re starting from scratch or reassessing what you already have, this guide is rooted in real-world examples and built with the unique needs of fire/EMS dispatchers in mind.
What Is a Peer Support Program?
A peer support program provides a structured way for dispatchers to seek emotional support from colleagues trained to listen, empathize, and connect them with further resources if needed. These are not therapy substitutes—they’re about having someone “in your corner” who gets it.
Benefits include:
- Normalizing conversations about mental health
- Reducing the stigma of asking for help
- Providing immediate, accessible support
- Boosting morale and team cohesion
- Early identification of at-risk teammates
Step-by-Step: How to Build a Peer Support Team That Works
1. Gain Leadership Buy-In
No program will succeed without support from upper management. Start by presenting data and industry standards (e.g., APCO’s Project 40 or IAED’s wellness initiatives). Highlight the long-term benefits, such as reduced absenteeism and improved performance.
2. Define the Program’s Purpose
Clarify what your peer support team will (and won’t) do. For example:
- Will provide one-on-one support, attend debriefings, refer to EAP
- Won’t replace licensed clinicians, manage crises alone, or breach confidentiality
3. Select the Right People
The most effective peer supporters are not just those who “seem nice.” Instead, look for:
- High emotional intelligence
- Strong communication and listening skills
- Trusted reputation among peers
- Willingness to receive formal training
Use a nomination and interview process to encourage objectivity and diversity.
4. Provide Specialized Training
Partner with licensed professionals or organizations like the IAFF or Code Green Campaign to provide training in:
- Active listening
- Recognizing signs of stress and trauma
- Confidentiality and ethical boundaries
- Referral protocols
5. Build Clear Referral and Escalation Pathways
Ensure peer supporters know when to refer a colleague to a higher level of care (EAP, therapist, crisis line). Create laminated flowcharts or wallet cards to support quick decisions under stress.
6. Set Up Ongoing Support for the Peer Team
Peer supporters are at risk of burnout themselves. Provide:
- Monthly debriefs with a clinician
- Rotating shifts to avoid overload
- Regular recognition and leadership check-ins
7. Communicate the Program Clearly
Let staff know who the peer supporters are, what they offer, and how to contact them. Consider:
- A photo board in the breakroom
- Internal newsletter blurbs
- Training-day presentations
Real-World Example: Austin-Travis County ECC
The Austin-Travis County Emergency Communications Center implemented a peer support model that includes initial 40-hour training and ongoing quarterly refreshers. They’ve reported reduced stigma and increased usage of both the EAP and informal check-ins among dispatchers.
Common Pitfalls to Avoid
- Choosing supporters without proper screening
- Failing to protect confidentiality
- Allowing peer supporters to operate without regular check-ins
- Launching the program without follow-through or leadership visibility
Related Reads from The Alarm Room
- Building Resilience: Training Dispatchers to Handle Traumatic Calls
- The Role of Leadership in Promoting Mental Health Among Dispatch Teams
Conclusion
Peer support programs are more than just a checkbox on a wellness checklist. When thoughtfully designed and supported, they become a cornerstone of your dispatch center’s culture—where no one has to suffer in silence, and everyone knows help is just a conversation away.
If your center hasn’t launched a program yet, now is the time. And if you have one in place, take the opportunity to refine and recommit. Your team’s mental health—and their long-term success—depends on it.
💬 Have a peer support team at your center? Share what’s working (or not) in the comments below.
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