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PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
PTSD and the 911 Call Taker: A PowerPhone Webinar
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PTSD and the 911 Call Taker: A PowerPhone Webinar

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A new study finds emergency call takers and dispatchers can exhibit symptoms of PTSD through indirect exposure to traumatic events. The results of the study shows the need to provide these "virtual …

A new study finds emergency call takers and dispatchers can exhibit symptoms of PTSD through indirect exposure to traumatic events. The results of the study shows the need to provide these "virtual responders" with the same prevention and intervention support provided to their on scene colleagues. Join PowerPhone Trainer George Deuchar for this one-hour webinar to learn more about how critical incidents can affect you and your staff, how to identify symptoms of PTSD and learn some of the latest treatment techniques for dealing with stress in your communications center.

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  1. Copyright © 2013, PowerPhone, Inc.Stress and PTSD (PostTraumatic Stress Disorder)in the Call HandlerWelcome to this webinar on recognizing anddealing with Critical Incident Stress andPTSD (Post Traumatic Stress Disorder) inthe communications Center
  2. Copyright © 2013, PowerPhone, Inc.•  Webinar is being recorded•  Telephone of VoIP•  Your phones are muted•  Q&A via Webinar Chat•  #PTSD911 ~ @PowerPhoneFor Your InformationType your questions here.#PTSD911
  3. Copyright © 2013, PowerPhone, Inc.About Your SpeakerGeorge Deuchar, MAS; PowerPhoneLaw Enforcement Training Consultant!  Retired 26-year police veteran!  19+ years with PowerPhone!  Tens of thousands trained worldwide!  Crisis Negotiator and certifiedfacilitator for CISD#PTSD911
  4. Copyright © 2013, PowerPhone, Inc.MODULE I:IntroductionWelcome to Module I, an introduction tothe Emergency Medical DispatchRecertification Course.MODULE 1: Critical Incident Stress4
  5. Copyright © 2013, PowerPhone, Inc.5Critical Incident Stress•  Stress is normal and comesfrom the many demands andpressures that we all experience,at some level, each day.•  We have demands on us that arephysical, mental, emotional, oreven chemical in nature.•  The word "stress" includes boththe stressful situation, known asthe stressor, and the symptomsyou experience under stress,your stress response.http://thefullmoxie.com/2013/01/14/dont-over-think-things/stress/#PTSD911
  6. Copyright © 2013, PowerPhone, Inc.6Dealing With Critical IncidentsA Critical Incident is an event that may overwhelm anindividual’s capacity to cope, possibly resulting in asubsequent state of emotional turmoilThey are sudden powerful events which are outsidethe range of ordinary human experience•  Sandy Hook Shootings in Newtown, CT (December14, 2012)•  Boston Marathon Bombing (April 15th, 2013•  Texas Fertilizer Plant Explosion (April 17th, 2013)•  Moore, OK Tornados (May 20, 2013)#PTSD911
  7. Copyright © 2013, PowerPhone, Inc.Critical Incidents You May Experience•  Violent death or traumatic injury of public safetypersonnel in the line of duty•  Taking a call related to a tragedy involving afamily member or close friend•  Infant or child mortality or life threatening injury•  Suicide of a fellow worker•  Multiple fatalities/Mass Casually Incident: fire,accident, or other tragic event•  A rescue operation where the victim expires•  Suicide caller, barricaded suspect, hostagetaking•  Violent homicide or suicide of a resident7#PTSD911
  8. Copyright © 2013, PowerPhone, Inc.Critical Incident StressCritical Incident Stress is the stress that follows anextraordinary life event. It is normal to feel, think, andact different for a period of time.•  Physical: Loss of appetite, insomnia, upset stomach,headaches, sweats, muscle weakness, poorcoordination•  Emotional: Anger, sadness, grief, mixed emotions, guilt•  Behavioral: Withdrawal, isolation, increasedconsumption of alcohol, recklessness, avoidance•  Cognitive: Distractibility, forgetfulness, preoccupationwith detail, flashbacks, nightmares, intrusive thoughts8
  9. Copyright © 2013, PowerPhone, Inc.9Critical Incident Stress Debriefing•  Peer support process•  Not Therapy•  Confidential•  No fee•  Educational in nature•  Not a critique of theresponse•  Facilitated Ventilationand Validation•  Referral to a MentalHealth professional,when necessaryManagers shouldbe alert topersonnel in crisisand direct themwhen needed toEmployeeAssistancePrograms (EAP)through theiragencies ifavailable orarrange for aCISD.
  10. Copyright © 2013, PowerPhone, Inc.Critical Incident Stress DebriefingFacts: What was the call?What was your role in the call?Thoughts: What was your first thought when the callwas reported?Reactions: What was the worst part for you?What is going through your mind right now?Symptoms: Any symptoms during the incident?Any symptoms after the incident?10
  11. Copyright © 2013, PowerPhone, Inc.CISD: The Teaching PhaseThe Teaching Phase•  Stress may or may not happen•  Normal reactions to abnormal events•  Watch diet and stimulant intake•  Exercise•  Rest•  Give yourself time to recover•  Maintain normal routine•  Use your support system(s)•  Talk to others•  If reactions are intense or prolonged, seek help11
  12. Copyright © 2013, PowerPhone, Inc.Principles of Trauma-Related Stress•  Trauma is in the eye of the beholder: What bothersyou, may not affect the person next to you•  The traumatic response is a normal response to anabnormal event•  There is a wide range of responses to trauma•  Traumatic stress is a psycho-biological event•  Previous traumas that are unresolved have asignificant influence in amplifying current traumaticevents and hindering recovery•  What you resist, will persist12#PTSD911
  13. Copyright © 2013, PowerPhone, Inc.13Contributing Factors to a Telecommunicator’sBurnout and Depression•  Working in a perceived low positionwithin the departmental hierarchy•  Insufficient training•  Lack of support and positivereinforcement from officers,supervisors, and administration•  Not feeling like you are part of theteam•  Shift work•  Antiquated equipment and facility•  Confinement and lack of interpersonalcommunication
  14. Copyright © 2013, PowerPhone, Inc.14Contributing Factors to a Telecommunicator’sBurnout and Depression (Cont.)•  Lack of breaks•  Negative citizen contacts•  Lack of personal development•  Chronic exposure to tragedyand human misery•  Inability to bring closure tocritical incidents you areinvolved in•  Government bureaucracy andoverbearing rules andregulations#PTSD911
  15. Copyright © 2013, PowerPhone, Inc.MODULE I:IntroductionWelcome to Module I, an introduction tothe Emergency Medical DispatchRecertification Course.SECTION 2: What is PTSD?15
  16. Copyright © 2013, PowerPhone, Inc.16What is PTSD?•  PTSD is a syndrome ofpsychological and oftenphysical symptoms thatdevelop in a person (orpersons) following atraumatic event that mayeffect you directly orindirectly.•  Normally associated withsoldiers in militarycombat, we now knowthat any overwhelminglife experience can resultin PTSD.#PTSD911
  17. Copyright © 2013, PowerPhone, Inc.17What is PTSD?•  PTSD develops indifferent ways for eachperson. The symptomsof PTSD usuallydevelop in the hours ordays following thetraumatic event, but cansometimes takeweeks, months, or evenyears before theyappear.#PTSD911
  18. Copyright © 2013, PowerPhone, Inc.18What is PTSD?•  Any traumatic event thatthreatens our safety ormakes us feel helpless cantrigger stressful responsesthat may include anger, guilt,depression, suicidalthoughts, physical aches andpains, substance abuse,feeling alienated and alone,sleeplessness, increasedanxiety, and more.#PTSD911
  19. Copyright © 2013, PowerPhone, Inc.19Who is Affected by PTSD?•  Post-traumatic stress disorder(PTSD) may happen to thosewho directly experience thetraumatic event, but may alsoappear in those who witnessit, and those who respond toit, including emergencyworkers and law enforcementofficers, and call-handlers.•  It can even occur in thefriends or family members ofthose who went through theactual trauma.
  20. Copyright © 2013, PowerPhone, Inc.20PTSD vs. the Normal Response to Trauma•  It’s common after atraumatic event to havesome recurring baddreams, feel afraid, andrethink the traumafrequently.•  But normally these have ashort life and fade away.When this normalresponse becomes stuckand won’t go away, andmay even become worse,then you probably areexperiencing PTSD.#PTSD911
  21. Copyright © 2013, PowerPhone, Inc.21Signs and Symptoms of PTSD?There are three main types orclusters of symptomsassociated with PTSD:1.  Re-experiencing thetraumatic event2.  Avoiding reminders of thetrauma3.  Increased anxiety andemotional arousal
  22. Copyright © 2013, PowerPhone, Inc.22Re-experiencing the Traumatic EventRe-experiencing a traumaticevent can take the form ofupsetting memories,flashbacks that make you feellike the trauma is happeningagain, nightmares, intensephysical reactions likesweating and a poundingheart, and rapid breathing.#PTSD911
  23. Copyright © 2013, PowerPhone, Inc.23Avoiding Reminders of the TraumaSome persons will avoidactivities, places , or evenfeelings that remind them ofthe trauma.They lose interest in lifeand feel emotionallydetached from others andtheir jobs.They become emotionallynumb and feel their future islimited.#PTSD911
  24. Copyright © 2013, PowerPhone, Inc.24Increased Anxiety and Emotional ArousalSome persons willexperience increasedanxiety and emotionalarousal including difficultyfalling or staying asleep,inability to concentrate,being in a state of hyper-vigilance, or feeling jumpy ornervous.#PTSD911
  25. Copyright © 2013, PowerPhone, Inc.MODULE I:IntroductionWelcome to Module I, an introduction tothe Emergency Medical DispatchRecertification Course.SECTION 3: PTSD inthe Call-Handler andContributing Factors25Heather Pierce is a former 911telecommunicator with ten years ofexperience. Currently she is a ResearchAssociate at Northern Illinois University.Heather PierceHeather and Dr. Lillyconducted the research that isthe basis of this section.
  26. Copyright © 2013, PowerPhone, Inc.26PTSD and the Call-HandlerResearch Questions:•  What types of calls are being handled and what is thefrequency of exposure to potentially traumatic events?–  Reported handling on average 15 of the 21 differentcall types–  Many reported exposure occurring daily•  Did the call handlers experience intense and distressingemotional reactions, such as fear, helplessness, orhorror in response to these events?–  Indicated experiencing a reaction to 32% of the callsidentified•  Call handlers that experienced 15 calls, may haveexperienced distress in reaction to 5 of those calls
  27. Copyright © 2013, PowerPhone, Inc.27PTSD and the Call-HandlerResearch Questions: (Continued)•  Was the exposure to potentially traumatic calls andemotional distress associated with PTSD symptomology?–  A significant relationship was found between exposure,distress, and PTSD symptomology, such that, asexposure and distress increased so did the scores ofPTSD symptom severity.
  28. Copyright © 2013, PowerPhone, Inc.28PTSD and the Call-Handler•  About 16% of thecalls dispatchersidentified as theirworst, involved theunexpected injury ordeath of a child.About 13% weresuicidal callers,10% were police-officer shootingsand another 10%involved theunexpected death ofan adult.0"2"4"6"8"10"12"14"16"Child"death"or"injury"Suicidal"caller"Police"shoo:ng"Death"of"adult"16%13%10% 10%Percent#PTSD911
  29. Copyright © 2013, PowerPhone, Inc.29PTSD and the Call-HandlerThe participantsreported havingexperienced a highlevel of distresswhile handling and inthe time period shortlyafter the call.Comparatively, callhandlers rated theirdistress twice that ofa sample of policeofficers and civilians.#PTSD911
  30. Copyright © 2013, PowerPhone, Inc.30PTSD and the Call-Handler•  3.5% of the participantsreported PTSD symptomssevere enough to qualify for adiagnosis•  PTSD symptoms that may bepresent in telecommunicatorscan impair decision-makingabilities and functioning, whichcould pose significant risk tothe general populationthat relies on them to quicklyand effectively coordinate anemergency response.“……. this is the first study onemergency dispatchers, whoexperience the traumaindirectly.”
  31. Copyright © 2013, PowerPhone, Inc.31Prevention and Intervention“The results of the PTSD study show the need to providethese workers with prevention and intervention support asis currently provided for their front-line colleagues. Thisincludes briefings and training in ways to handle emotionaldistress.”http://www.koreysufka.com/prevention_comes_first.htm#PTSD911
  32. Copyright © 2013, PowerPhone, Inc.MODULE I:IntroductionWelcome to Module I, an introduction tothe Emergency Medical DispatchRecertification Course.SECTION 4: Newly DiscoveredTreatments for PTSD32
  33. Copyright © 2013, PowerPhone, Inc.33The Problem with Unresolved Stress•  The problem with stressis that it turns on yoursympathetic nervoussystem and stimulatesthe release of stresshormones throughoutyour body.•  These hormones giveyou super energy andcause other changes inthe body such as the"fight or flight"response.Speeds up bodySympathetic•  Dilates pupil of eye•  Inhibits flow ofsaliva•  Speeds heartbeat•  Inhibits stomachsecretions•  Secretion ofadrenaline•  Inhibits bladdercontraction#PTSD911
  34. Copyright © 2013, PowerPhone, Inc.34The Problem with Unresolved Stress•  Therefore, stress over along time can be veryharmful. When stresshormones remain elevated,there is a gradual but steadystream of harmful changesto the body.•  Long-term stress cansuppress the immunesystem, which may lead tothe development ofdiseases, and can lead tophysical andpsychological problems.#PTSD911
  35. Copyright © 2013, PowerPhone, Inc.35The Problem with Unresolved StressSome studies show thatthe hormonesassociated with chronicstress are linked toincreased fat in theabdomen. That, in turn,increases the risk ofchronic and seriousillness such asdiabetes.#PTSD911
  36. Copyright © 2013, PowerPhone, Inc.36Symptoms of Stress•  Being overwhelmed or pressured is amongthe most common signs of stress. Othersymptoms include:•  Physical complaints such as stomachaches, diarrhea, headaches, nausea, and asensation of numbness or tingling in yourhands, arms, and face.•  There maybe unexplained anger, crying forno reason, or having a short temper.•  There may be issues with family members,friends, and even teachers.•  Some people no longer act their age, andregress.
  37. Copyright © 2013, PowerPhone, Inc.37Symptoms of Stress•  There may difficulty falling asleep, or evenoversleeping.•  There may be personality changes where youwithdraw or requiring more attention than usual.•  Impatience may be elevated.•  If you are recognize some of these symptoms inyou or a colleague, chances are that the level ofstress is high.•  Treatment is needed, because stress can lead topermanent feelings of helplessness andineffectiveness.
  38. Copyright © 2013, PowerPhone, Inc.38Stress Reduction•  You can reduce normal stresssymptoms using many of thefollowing techniques:•  Identify the sources of stress•  Talk it out. Talk to a friend,family member, or therapist ifyour stress level is too high.•  Take time out. Before you reachyour breaking point, take timeout for solitude.•  Set limits. Never hesitate to say"no" before you take on toomany commitments#PTSD911
  39. Copyright © 2013, PowerPhone, Inc.39Stress Reduction•  Try exhaling. Breathing can measure and alter yourpsychological state, making a stressful momentincrease or diminish in intensity..•  Exercise daily. Exercise is thought to increase thesecretion of endorphins, naturally producedsubstances in the brain that induce feelings ofpeacefulness.•  Proper Nutrition to provide your stressed mind andbody with essential nutrients.#PTSD911
  40. Copyright © 2013, PowerPhone, Inc.40Treating PTSD•  Unfortunately, PTSDdoesn’t normally respondto these methods ofreducing stress. You arepsychologically stuck andthe symptoms persist withall of the possible damagesto the body, to relationshipssuch as family and friends,and to job performance.•  It is important to recognizethat yourself or a co-workerhas PTSD and involveprofessional intervention.#PTSD911
  41. Copyright © 2013, PowerPhone, Inc.41Treating PTSD•  Treatment for PTSD relievessymptoms by helping youdeal with the trauma you’veexperienced.•  You will be expected torecall and process theemotions and sensationsyou experienced during theoriginal event.•  Treatment for PTSD will alsohelp restore your sense ofcontrol and reduce thestrength of the traumaticmemory.#PTSD911
  42. Copyright © 2013, PowerPhone, Inc.42Treating PTSDIn treatment for PTSD, you’ll:•  Learn how to deal withand control badmemories•  Examine your thoughtsand feelings about thetrauma.•  Cope with feelings ofguilt, self-blame, andmistrus.t•  Address problems PTSDis causing in your life andrelationships.#PTSD911
  43. Copyright © 2013, PowerPhone, Inc.43Types of Treatment for PTSD•  Cognitive-behavioral therapy for PTSD and traumainvolves carefully and gradually “exposing” yourself tothoughts, feelings, and situations that remind you of thetrauma.•  Since PTSD affects both you and those close to you,family therapy can be especially productive.•  Medication is sometimes prescribed to people withPTSD to relieve secondary symptoms of depression oranxiety.•  EMDR (Eye Movement Desensitization andReprocessing) incorporates elements of cognitive-behavioral therapy with eye movements or other formsof rhythmic, left-right stimulation, such as hand taps orsounds. #PTSD911
  44. Copyright © 2013, PowerPhone, Inc.44EMDR (Eye Movement Desensitization andReprocessing)•  EMDR (Eye MovementDesensitization and Reprocessing)is a fairly new and nontraditional formof therapy developed by FrancineShapiro Ph.D., in 1987.•  During EMDR sessions, the therapistasks the client to think about atraumatic event and at the sametime, move their eyes rapidly -following the movement of a pencilor a finger by the therapist.•  What is happening during thisprocess and why this seems to workis still largely unknown#PTSD911
  45. Copyright © 2013, PowerPhone, Inc.45Treating PTSD•  The theory is that the rapid eyemovement in EMDR creates similarbrain activity to REM (rapid eyemovement) that we experienceduring sleep.•  This REM helps us to process andrearrange ideas and to resolveconflicts.•  We are able to work throughthings. We still retain the memorybut without the emotional pain andthe feelings of smell, taste, terror ofthe event.#PTSD911
  46. Copyright © 2013, PowerPhone, Inc.46Treating PTSD•  The credibility of EMDR has beenelevated by recently posted guidelinesthat define who may benefit from thetreatment. For example:•  The American Psychiatric Association(APA) declares that EMDR is effective fortreating symptoms of acute and chronicPTSD.•  The Department of Veterans Affairs andthe Department of Defense have issuedjoint clinical practice that "stronglyrecommend" EDMR for the treatment ofPTSD in both military and non-militarypopulations.#PTSD911
  47. Copyright © 2013, PowerPhone, Inc.47Treating PTSD•  An EMDR session can last up to90 minutes during which theEMDR therapist will have yourecall a disturbing event as theyhave you follow fingermovement with your eyes quicklyswitching back and forth. Sometherapists use alternatives tofinger movements, such as handor toe tapping or musical tones.•  Gradually, the therapist will help toshift your thoughts to morepleasant ones.#PTSD911
  48. Copyright © 2013, PowerPhone, Inc.48Treating PTSDAlthough most research into EMDRhas examined its use in people withPTSD, EMDR is being used to treat anumber of other psychologicalproblems. They include:•  Panic attacks•  Eating disorders•  Addictions•  Anxiety, such as discomfort withpublic speaking or dentalprocedures
  49. Copyright © 2013, PowerPhone, Inc.Stress Management Training by PowerPhone•  Host or contract PowerPhoneto provide this training at yourlocation.•  8 hour class; conducted bysubject matter experts.•  $229 per person. Quantitydiscounts available.•  PowerPhone.com or800.53.POWER for more info.#PTSD911
  50. Copyright © 2013, PowerPhone, Inc.Thank You!Webinar Survey sent toyou today. Please respond.Link to Webinar recordingsent to you early nextweek.PTSD Resource Pageincluding slide deck andPTSD White Paper soon.Contact Us with anyquestions or feedback.learn@powerphone.com
  51. Copyright © 2013, PowerPhone, Inc.51Question and Answer

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