Upcoming Webinar!

Telecommunicator Mental Wellness – Silent No More

Oct. 2 @ 1 PM EST | Earn 1 CDE

Register for Free Using Sponsor Code: Eventide103

Panelists:

Jim Marshall

Jim Marshall, M.A., is director-emeritus of the 911 Training Institute and currently owner of Jim Marshall, LLC. He has served as a mental health professional for over 35 years, treating trauma and marital issues, later fully focusing on educating, advocating, and creating solutions to optimize the well-being and crisis call mastery of 911 professionals. Jim served as co-chair of the NENA workgroup that created the 2022 Standard to Protect the Well-being of 9-1-1 Professionals, and he partnered with the International Academies of Emergency Dispatch to develop ProQA Protocol 41: Caller in Crisis protocol and training. He is co-editor of The Resilient 9-1-1 Professional: A Comprehensive Guide to Surviving & Thriving Together in the 9-1-1 Center (Amazon) and is a recipient of the NENA 2020 Presidential Awards and the 2023 Pinnacle Lifetime Achievement Award.

Monica Million

Monica Million is CEO of Million Consulting Services and a veteran in emergency communications with over 25 years of industry experience. Her career began as a 911 telecommunicator and evolved into executive roles, including the first civilian Deputy Chief of Services at a municipal police department and Executive Director of the Colorado 9-1-1 Resource Center, supporting 86 centers statewide. Million was the 9-1-1 subject matter expert for the Amazon Web Services Justice and Public Safety Team, where she was instrumental in deploying solutions in ECCs to help mitigate staffing shortages, analyze dispatcher mental wellness, and ultimately save lives. A former National Emergency Number Association (NENA) President and NENA Hall of Fame Award recipient, Monica remains a leading voice in public safety innovation and interagency collaboration.

Alyssa Eichholtz

Alyssa Eichholtz, ENP, has been a 911 dispatcher for eight years and currently serves as a Second-Shift Assistant Supervisor and Public Information Officer at the Hancock County 911 Center in Indiana. Beyond the communications center, she is the Vice President of Marketing for Positive 911, where she helps lead creative initiatives that uplift and advocate for telecommunicator recognition. Outside of public safety, Alyssa is passionate about fitness and community. She’s the founder of her local running group, Pennsy Run Club, is on her local community board as the Membership Committee Chair and is a regular Parks and Recreation volunteer.

Moderator: Robin Moore

Webinar Description

911 professionals are the critical first link in deploying emergency services. Their role demands rapid response to everything from routine calls to highly traumatic incidents, often within the span of a single shift. As call volumes continue to rise and staffing challenges persist in emergency communications centers (ECCs), the 911 community faces an ongoing struggle to maintain physical and mental well-being.

Chronic stress, exposure to secondary trauma, and limited institutional support can leave telecommunicators feeling isolated and overwhelmed. This panel discussion will explore the causes, symptoms, and real-life consequences of declining mental health in ECCs. It will also highlight research, tools, and strategies that offer hope and actionable paths forward.

Attendees will gain insight into recognizing stress in themselves and others, understanding the emotional and physical toll on 911 professionals and their families, and identifying practical steps to foster wellness personally, as leaders, and across entire organizations. Voices from the field will share tangible methods and behavior-based tools to strengthen psychological health and build organizational resilience in 911 centers.

Topics Include:

Causes and symptoms of declining mental wellness
Individual and organizational impacts
Strategies for support and recovery
Tools for leaders to better support their teams

Who Should Attend:

911 professionals, including telecommunicators, supervisors, and center managers