Resources Links

At 911Now we believe continuing education is a key to better 911 communication. As such we strive to stay in touch with all the latest information that telecommunicators might find helpful.

It is our hope that the ever-evolving resources listed here will help those involved in the 911 community better serve and cope with the inevitable stress they encounter. 

If you have a contribution to this page we’d like to see it. Please send submissions to: 


  1.  Ted Talk:  Psychologist Kelly McGonigal urges viewers to see stress as a positive motivator and introduces them to an unsung mechanism for stress reduction:  reaching out to others.
  2. Article:  Does the Perception That Stress Affects Health Matter?
  3. Short Film:  A pivotal moment in the life of a 911 dispatcher reveals the importance of truly listening.  This dramatization is based on a true story.
  4. Article:  How to Conquer Stress & Make It Work for You
  5. Article:  Stress: Why Obsessing About The Stuff That Doesn’t Matter Can Mess You Up
  6. Article:  I Promised I Wouldn’t Hang Up
  7. Video:  Stress and the Dispatcher – An interesting analogy to understand how stress can affect an individual.
  8. Video: Why Mindfulness is a Superpower
  9. Video:  911 and PTSD – Northern Illinois University study suggests indirect exposure to trauma may put dispatchers at risk for PTSD.
  10. Video:  911 Coping with Post Traumatic Stress
  11. Podcast:  PTSD Warning Signs for Telecommunicators


Of Interest

This section provides additional stories that 911 telecommunicators may find interesting.

Dispatcher Stories

  1. Article:  Closing the Book as a Dispatcher
  2. News Broadcast:  911 Disptacher Saves Own Son
  3. Article:   911 Dispatcher Honored for Helping Deliver Baby Over the Phone
  4. News Broadcast:  911 Dispatcher Helps Couple Deliver Baby
  5. Video:  Austin, TX 911 – A Call to Action – An inside glimpse of how this 911 dispatch organization operates.
  6. Video:  Florida Dispatcher of the Year – The Sheriff’s Association in this state takes time to honor an exemplary 911 telecommunicator.


London, England – Large Apartment Building Fire – Grenfell Tower apartment building fire in the UK from 2017

  1. Article:  Panicked 999 Call Audio Released As Part Of Grenfell Tower Inquiry


Senators Introduce Legislation to Upgrade the 911 System

  1. Article:  Senators Aim To Boost Federal Investment in NG9-1-1
  2. Article:  Klobuchar-Nelson Bill Contains a Hidden Gem for the 9-1-1 Industry


Why Uber Can Locate, But 911 Can’t

  1. News Broadcast:  911 Can’t Always Find You, But Uber Can
  2. Article:  Why 911 May Not Find You, But Uber Can


Hackers and the 9-1-1 Call Center

  1. Article:  Hackers Have Taken Down Dozens of 911 Centers. Why is it so Hard to stop them?


Triage Nurses and 911

  1. Article:  Can Triage Nurses Help Prevent 911 Overload? – Triage Nurses Sit Alongside 911 Dispatchers.


911 and HIPPA

  1. Article:  Emergency Medical Dispatches and HIPAA: Are You HIPAA Compliant?
  2. Article:  911 Dispatcher Fired for Privacy Violation


APCO Study on 911 Operator Turnover Rates

  1. Article:  911 centers see 19% turn-over rate, APCO says – APCO study in 2009 found a 19% turnover rate which was a 3% rise from 5 years prior.  Will this trend continue?
  2. Article:  ‘Burnout’ Fuels Nationwide Shortage of 911 Dispatchers


Direct Access to 911

  1. Article:  Phones to Provide Direct Access to 911


Stats and Data

  1. Article:  Government Data on 911