Resilient Minds is an evidence-based, peer-led psychological awareness training program designed by Emergency Communications Operators (ECOs) for Emergency Communications Operators to help combat burnout and address the insufficient training ECOs receive in mental health.
The program is delivered by a certified peer instructor and certified CMHA Ontario instructor.
Key Outcomes:
Recognize the effects of psychological stress/trauma
Communicate effectively with peers in distress
Respond promptly, safely, and appropriately to citizens in need
Apply strategies to manage stress and boost resilience
IMPACT:
Based on Carbyne and NENA’s 2023 survey of 9-1-1 operators in North America, ECOs express the following concerns:
74%
of surveyed ECOs report staff burnout at 9-1-1 centres
83%
experience early signs of burnout
25%
feel inadequately trained for mental health calls