Creating a Culture of Wellbeing in Canadian Dispatch Centres

Abstract

Canadian 9-1-1 dispatchers and public safety communicators operate on the front lines of emergency response, yet mounting evidence shows they face disproportionate and often unaddressed mental health risks. With nearly one in four screening positive for PTSD symptoms and almost half experiencing clinically significant depression or anxiety, dispatcher wellness has become an urgent operational and cultural issue for Canadian dispatch centres. This byline examines why many telecommunicators do not seek help and outlines a practical, evidence-based framework for change. Drawing on lessons from successful Canadian agencies, it introduces five core pillars of effective wellness programmes: early identification, case management, peer support, supervisor oversight and self-service resources. The article also explores how thoughtfully integrated technology, including CAD- and RMS-informed triggers and mobile wellness tools, can support proactive care without adding burden to already high-stress workflows. Ultimately, it states that building a culture of wellbeing rooted in trust, leadership commitment and lived experience is essential not only for individual resilience, but for the long-term sustainability of emergency communications in Canada.