Resilience Development in Action

E.231 The Unseen Burden Of 911: Stigma, Stress, And Support

• Steve Bisson, Lisa Trusas • Season 12 • Episode 231

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The first voice on a 911 call carries a lot more than a headset. In this candid, unfiltered conversation with veteran dispatcher and recovery coach Lisa Trusas, we pull back the curtain on what really happens at the console: juggling multiple emergencies at once, coaching panicked parents through CPR, catching danger in a whisper, and making judgment calls with lives on the line. Lisa’s story reframes dispatch as the heart of public safety—where police, fire, and EMS meet—and where the weight of uncertainty often lingers after the line goes dead.

We dig into the human cost of the work and the culture that shapes it. Lisa lays out the “double stigma” dispatchers face—expected to be as tough as sworn personnel while being dismissed as civilians when they seek help. We compare how fire and police approach debriefs and mental health, why dispatchers are too often left out of critical incident reviews, and how Massachusetts’ mandatory behavioral health training is a step forward. Along the way, we discuss the “300-call syndrome,” the risk of missing red flags after too many routine hang-ups, and the practical skills that matter most: active listening, reading background noise, trusting instincts, and knowing when to insist on a second unit.

This conversation also honors the rare moments of closure that keep people going—the infant saved over the phone who grows up and stays in touch—and the quieter calls that reveal unmet needs, like elders who call because they’re lonely. If you care about first responder mental health, emergency communications, crisis intervention, and trauma-informed practice, this is a grounded, real-world look at where help truly begins: the first call. Subscribe, share with a colleague, and leave a review to support more honest conversations about the people who hold the line before anyone arrives.

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SPEAKER_00:

Welcome to Resilience Development and Action with Steve Beast Home. This is the podcast dedicated to first responder mental health, helping police, fire, EMS, dispatchers, and paramedics create better growth environments for themselves and their teams. Let's get started.

SPEAKER_03:

You know you've heard me talk about this before. Get free.ai. Great for your note-taking, good for your transcript, good for your goals, good for everything that you do on a HIPAA-compliant nature. And if you use code C50 at checkout, you will get$50 off your first month. And also if you get a whole year, you will also get 10% off the whole year. But getfree.ai has freed me to do more things with my life, including work on other passions. So get free to do your notes, get freed from doing your goals. Getfree.ai with code Steve50 to get$50 off your first month. Well, hi everyone, and welcome to episode 231. If you haven't listened to episode 230, it's with Tony Sisenzo. I hope I said it right this time. We talked about the military, it was Veterans Day, and I hope you enjoyed that episode. But for episode 231, I like to think that she's a real friend. And what I mean by that is this you have colleagues, you have people you know, and then you have friends. And I'd like to think that this person that's sitting next to me is a friend. Um, I think we've had a relationship for over 10 years, on and off, of uh discussing different things.

SPEAKER_01:

Yep.

SPEAKER_03:

Um, and I have much respect for her because the first time I did an episode, uh, this is like three, four years ago, on finding your way through therapy about first responders, she was the first one to point out, hey, you didn't mention a dispatch. And I I know that that's gonna sound like some BS compliment. Thank you for real.

unknown:

Welcome.

SPEAKER_03:

Because as of after that, I always do it. And I think a few times I've even mentioned you. But um Lisa Trousis, welcome.

SPEAKER_02:

Thank you.

SPEAKER_03:

To find uh to well, okay, start again. Welcome to Resilience Development in Action.

SPEAKER_02:

Thank you. Thank you for the invite.

SPEAKER_03:

You'll always be invited. Um you're invited at my office, you're invited on the podcast, you're invited to my house if you want to.

SPEAKER_01:

Oh, thank you.

SPEAKER_03:

Uh just call in the national.

SPEAKER_01:

All right.

SPEAKER_03:

I'm not good at like people just showing up, but all right, I can do that. Um but um I know you, I feel like I know you really well. Um but maybe for the audience of resilience development and action, they don't know who you are, so maybe you can introduce yourself.

SPEAKER_02:

No, I don't. My name's Lisa Truesus, and I am a single mother of two, and I am a dispatcher for the Milford Police Department for the last over 20 years. Um I'm also a recovery coach with Chris's Corner and the assistant director at Chris's Corner, which is a recovery resource center here in Milford.

SPEAKER_03:

You just do that and that's it.

SPEAKER_02:

Well, I mean, no, you're right. So I'm also on the board for the Exactly. I'm she's summing herself. Um I'm on the board for Pathway to a Better Life, which is a temporary warming shelter here in Milford. And then I'm also on the board for the I'm gonna say it wrong because I always mess it up, but the Milford Skate Park Project.

SPEAKER_03:

Yeah.

SPEAKER_02:

Um, we're trying to get a skate park here in town.

SPEAKER_03:

That's why I get those emails about sponsorship all the time.

SPEAKER_02:

Yeah. Sorry. I gotta poke and beg and plead.

SPEAKER_03:

Yeah, and you know I've always uh supported you the best.

SPEAKER_02:

You have. Thank you.

SPEAKER_03:

You know, um the hardest part of knowing someone so well is you don't know where to start. True. You know, um I know this question is kind of a standard on my podcast, but I'm gonna ask you anyway, and on Millford TV, it's also important. Yeah, we're friends, but what made you really like when I contact you and I say you want to be on the podcast, what made you want to do it?

SPEAKER_02:

I think just knowing you on a personal level, but also the professional level. Um, you were my therapist for a little while. So I think knowing you on all levels, I just know how strong you are in this field and how passionate you are about re first responders and getting them the help that we actually need, as much as no one will admit it.

SPEAKER_03:

Well, I think that you know we can go there at some point because that's the other part too is how do we get them to get help? Because I think that's the biggest problem. I would say that again, without breaking any walls, you've made dozens of referrals of first responders at me. Of all those referrals, only about four or five actually showed up.

SPEAKER_01:

Yep.

SPEAKER_03:

Um, and we can talk about that difficulty a little uh later on. But one of the things is I mentioned it in the intro, you're a dispatcher. And for me, we talked about it right beforehand. You said I forgot my ER nurses when I talked about it.

SPEAKER_01:

Yeah.

SPEAKER_03:

But for me, dispatch should never be forgotten. Because I think that there's so many things that happen in dispatch that people don't know about. And maybe it's time for people to understand how difficult it can be to be a dispatcher. Do you have any stories that do you think it's important? This is a the audience that we have here is therapists, first responders in general, but I like to think that other people listen.

SPEAKER_02:

No. And I think that's something good because us dispatchers are kind of labeled as civilians, which, yes, we are civilians, we're not sworn officers. Um a lot of the old timers say that they can do our job very easily. I'm gonna say it in a nice way. Um, but what a lot of people don't understand is that police officers, fire department, and EMS, they're going one call after one call after one call. They're only handling one at a time. In dispatch, we're not. We might have three accidents going on. We might have a medical, a fire, and a dog complaint. We have so much more going on than just what the officers in the firefighters on the field have.

SPEAKER_03:

But I think it's also because you're central.

SPEAKER_01:

Yeah.

SPEAKER_03:

And one of the things that I remember when I worked um at a particular department is when I sat in dispatch, I'm sorry, my ego's way different. I'm like, I couldn't do this. Because one of the things that was very hard for me to understand, and it's this like I worked as an ER mental health clinician. One of the hardest parts I was thinking about is you don't know what the hell happens after that call. Right. You know, I I can you if you you're if you're on YouTube uh watching this on either Milford TV or my podcast, go to there's a Chicago police call from the dispatch perspective that is chilling. And you just YouTube it and you can find it. And obviously we've known each other, so I've seen it from your perspective. Um what's the hardest part about being a dispatch and having these calls? And you know, it's not it's not like, oh, you know what, I'm having the best day of my life. I just wanted to let you know, Lisa. Thank you.

SPEAKER_02:

Yes, we always hear the negative. We very rarely hear a thank you. We very rarely hear you did a great job. Um, I think the public is so negative towards our field, um, and and I'm saying for us responders as a whole. Um I have no idea.

SPEAKER_03:

You know, one you know, I I think that you're right um about people have no idea. So how does it feel for you? And I'm gonna give you a very specific example, not about a person, just in general, but it's specific. You have someone says, My child's not breathing. They're not calling a police officer, they're calling you. And you're on the phone until the at least fire EMT, police, whatever comes first, shows up at the house. And with particularly kids, it's even harder.

SPEAKER_01:

Yes.

SPEAKER_03:

You have kids?

SPEAKER_01:

I do.

SPEAKER_03:

I have kids. I I think that that comes from a different perspective sometimes, and not putting people down who don't have kids, it's just a different perspective, that's all I said. Um but how is it for you to like um my two-year-old's not breathing?

SPEAKER_02:

It is probably the worst call that we can get. Any call involving children, I will say, I'm gonna probably speak for all of us dispatchers, is they're one of the hardest calls, whether you have children or not. Um you think that the that child is just so innocent. That child did really nothing to get into whether it's they're not breathing or the situ whatever situation they're in. Um but with kids, it's it's the hardest calls we've ever taken.

SPEAKER_03:

So someone calls, you dispatch appropriately. One of the realities you've talked to me about, and I want to put it out there, is that oh, the officer got is at the door, and you they drop the phone, and you're left with that. Yes. Oh, by the way, the phone's ringing.

SPEAKER_02:

Yep, phone's ringing.

SPEAKER_03:

You just had this call about talking almost through CPR with someone or something like that.

SPEAKER_01:

Yep.

SPEAKER_03:

I I I've worked a lot of difficult jobs in my career, and I'm it's not a brag, it's just what it is. I can't imagine being in that position. I need to know the conclusion.

SPEAKER_02:

Sometimes, um on a rare occasion, we do get a conclusion. Um actually, I want to say it was possibly 2012. Um, I had a mother call me and say her daughter wasn't breathing. I believe her daughter was baby nine at the time, somewhere around there. And she was so hysterical. I finally, what we call it, we had to do it, I had to do a verbal slap. And it was just like, you know, a very stern, ma'am. Do you want to help your child? It straightened her out. She did CPR. Her daughter just graduated high school this year, I'm pretty sure. We're still friends on Facebook. Um, we've gone up to dinner together on a few occasions, but it's that's one of the situations that we actually got the I was gonna say, that's a rare occasion. Very rare. Um trying to think of a recent situation that we've had. We've had maybe a few motor vehicle accidents with pedestrians. We never know. We're the ones getting those phone calls of the people screaming, whether it's I just hit somebody or I just witnessed this. Very, very rarely we have any idea if that person was transported to UMass, transported to Boston, survived, lost a limb, anything like that.

SPEAKER_03:

They had a scratch and they went to Milford Hospital, not putting down Milford, but that's the work they do. You never know any of that.

SPEAKER_01:

No.

SPEAKER_03:

I really like, you know, I caught myself while we were talking about that. Like, I I don't want to be one of those public people who go, What's your worst story? I don't want to hear your worst story, I promise. But I do want to know how, like, you don't process that. It's the officers, you know, they're the same way. But how do you deal with it? Because you've been doing this for 20 years.

unknown:

Yeah.

SPEAKER_02:

I don't really truthful truthfully have an answer for that. Um, I think what I do a lot is I don't bring my work home with me. At least the police department work home with me. Um, and I try to leave that at the door. Um I think a lot of us first responders have a sixth sense. People think we're kind of a little screwed up. But I think what the world needs to realize is that we see so much bad. We just need to move on with our day.

SPEAKER_03:

Right. But that no, I'll I'll challenge you a little bit here. I'm able to leave it at the door, but I can think about 20 stories right off the top of my head of either being in the ER as the clinician or on the streets in Worcester or in the weeds in Framingham, um, where you kind of take care of the situation, and then all right, well, now you gotta go to this call, and I don't know what the hell happened.

SPEAKER_01:

Right.

SPEAKER_03:

I can tell you that I tried to put that aside, and I do have a like, you know, the good part is in mental health and social work, they kind of teach you how to kind of leave it at the door. They don't teach that to dispatch.

SPEAKER_02:

No, they don't.

SPEAKER_03:

So, do you have any suggestions as to how we could deal with that? In the sense that for me, one one of my biggest pet peeves, and not every department's like that, and I'm not putting say putting everyone, it's an all not an all-or-nothing thing, but there's so many people that you know, you're dispatch, you're one of us until you're not. And you're a civilian. And you don't understand. And if I'm talking out of tongue, I don't care, it's just what it is, right? Is there a way for people to understand that the trainings for mental health, the trainings for everything else that goes with that is as important, if not more, for it is very important.

SPEAKER_02:

And actually, um over the last probably two years or so, it could have been more, um us dispatchers actually have to do it's in Massachusetts, it's a mandatory two-hour behavioral health training for our mental health. Um and that has just been implemented again two, three years ago. And I think another good thing is for us as dispatchers is we can talk to our coworkers about it because they understand what's going on. Um therapy. Therapy's huge, groups, things like that. More and more nowadays, when I started 20 years ago, it wasn't even a thing. But more and more now, there are first responder trained therapists, they're trauma-informed, there's groups and things like that.

SPEAKER_03:

I still think there's a stigma associated with that. And I think that I I will even go even further for my dispatch folks that I've worked with before, currently, and in the future. There's a double stigma. Because you work in the first responder world, so you gotta be able to handle it. But you're a civilian, so you definitely can't handle it, and that's why you're in therapy. So to me, there's a double stigma there.

SPEAKER_02:

Yes. Um I think first responder world therapy is stigmatized. I said recently to one of the guys I work with, I said, I'm on antidepressants, I'm on medication, and I see a therapist. They were shocked. I'm like, we all have crap we have to deal with, like we have to process it. Like they were just blown away by that. But I also think it's a lot of knowledge. Right. A lot of people don't understand that you can be on antidepressants, you can see a therapist, and you can be completely sane and completely living your life.

SPEAKER_03:

Right.

SPEAKER_02:

They're all stigmatized as people who are on medication and C therapy are crazy.

SPEAKER_03:

Right. And I think that that's the stuff that I feel like dispatchers go through, first responders go through. I do feel there's been a shift in the last maybe five to ten years. I'm not saying a full shift, but at least a shift. And you know, part of this stuff is, you know, when we can go into the schisms of the world, we can go to the, I think it's what's the other one, scissor, C-A-I, C I S R. Uh. But I also think that sometimes dispatch doesn't get invited to that party.

SPEAKER_02:

Yes. A lot of debriefings were not asked to come. Um nowadays we are. But I mean, uh we've been through, I've been through many, many traumatic incidents. Dispatchers were never asked if they wanted to join in on the debriefing. Um I will say I've noticed that the fire department is more on board with the debriefing and the therapy and the counseling and the mental health compared to the police department as of right now. And I'm just saying in a generalized, I'm not just saying, you know, the town I work in because I've worked for several, but it's definitely generalized that the fire department is more if they have a debriefing, they ask us if we want to come. They, for the most part, have a debriefing for every major incident they do have.

SPEAKER_03:

Do you see the I think that the harder the the part that I would tell you is that I've had many police officers, many firefighters say exactly the same thing. That it's less stigmatized in the fire departments than it is in the police departments. So you see the difference in culture. What do you think is different from the fire to the police culture that makes it a lot more open to this?

SPEAKER_02:

I honestly am not sure.

SPEAKER_03:

I mean, uh to me, I'm gonna give you my opinion is that they're used to group therapy. And what I mean by that is this they sit around the table and chit-chat and shoot the shit. Um and they're able to do that and be able to be themselves. Where I find that um you don't get that as much on the fire department the police departments.

SPEAKER_02:

I agree with you because and when the fire department goes on calls, for the most part, they're kind of a group. Police department A, they might be having dinner by themselves, they might be having dinner with their family, um but they're in a cruiser for the most part by themselves. So you are right about that. I I agree wholeheartedly.

SPEAKER_03:

And I think that that's because the other part too that I bring up is that in police, because you're on your own constantly, it becomes also part of the culture that you can handle your shit on your own. Uh you can bleep me all you want on this, but that's the truth.

SPEAKER_02:

It is. And you we see that being dispatchers if we we have a, you know, we're the ones taking the call. We have a strange feeling about something. If we're sending two people, there's a reason. Right. Especially like us experienced dispatchers. We hear the tone of their voice, we hear the background noises, we hear the red flags. If we're sending two, there's a reason. If we're sending more, there's a really good reason.

SPEAKER_03:

And that's good law enforcement instincts.

SPEAKER_02:

And a lot of them will back the other one off. And for us experienced dispatchers, we will tell them no. Continue, please.

SPEAKER_03:

Right. And that's what I mean about such a very unique experience when you're a dispatch. I mean it does happen, but for the most part, they're civilians. But they have to have almost the instincts of not being on scene. I get that, I don't want to compare that, but the instincts of hmm, this doesn't smell good.

unknown:

Yeah.

SPEAKER_02:

We have to do active listening. There's all kinds of sayings that we learn in our trainings. We have to do active listening. You have to listen to the background noises, you have to listen to how that person is talking to you, whether they're whispering, whether they're trying to say they're hurt or some there's a bad situation, but it was just a I won't hang up. Nope, everything's fine. So you have to kind of you gotta go with your gut with a lot of them.

SPEAKER_03:

And hang-ups, how's that for you?

SPEAKER_02:

For the most part there were hang-ups.

unknown:

Okay.

SPEAKER_02:

But you also have to be careful that you don't get that 300-call syndrome that they call. Which is which is you get so many-on hang-ups or so many accidents, so many of the same call that you disregard something big.

SPEAKER_01:

Right.

SPEAKER_02:

And you f don't catch on to that one red flag that was given out.

SPEAKER_03:

It's a lot of pressure. I don't like the other part that I would talk about too is not only the hangups, which when I'm again, not comparing the two, very different. But when I worked on a crisis team for mental health, those hangups kind of accumulated. And sometimes uh we would have the display, and sometimes we wouldn't. And then, oh, you know, 508-555-5555 is called seven times with hangups. Is that a red flag? Is it someone who's butt dialing you?

SPEAKER_02:

Or is it an elderly person who's blind and deaf and has no idea what he's doing with his phone?

SPEAKER_03:

And trying to do 411.

SPEAKER_02:

Yep, and and we have that. We have it from the senior centers, we have it from you know, nursing homes, and we have our frequent flyers.

SPEAKER_03:

Yeah, frequent flyers are very important to note.

SPEAKER_01:

Yes.

SPEAKER_03:

One of the things that I remember, and I will give credit to my old boss about this. It's easy to get annoyed with frequent flyers, and again, if I'm breaking a wall, I don't care. But my boss years ago, when I first started on the crisis team, says, but remember they're a frequent flyer for a reason. And obviously, I work in the mental health field, but I've done substance use all that time in Massachusetts. You don't need necessarily a different uh licensure. And that's where I never like you talked about the three the 300 call syndrome. I call it um they're a frequent flyer for a reason. And that keeps me from being I don't know, cynical.

SPEAKER_02:

Yeah.

SPEAKER_03:

Lisa's calling again.

SPEAKER_02:

Yep. And it's it's hard to not say that.

SPEAKER_03:

Right.

SPEAKER_02:

It's truly hard not to say that. We're humans. Yeah, we are. And I think that's something else that I think the public needs to remember too, is we are humans.

SPEAKER_03:

Right.

SPEAKER_02:

And with the frequent flyers, we have one recently who's lonely and just wants somebody to talk to. And I know I had several years ago, I had a younger dispatcher who was just rude to an elderly female. And afterwards I was like, what happens if that was your grandmother?

SPEAKER_01:

Right.

SPEAKER_02:

That you know, you have no idea her situation, you have no idea if she's lonely. You don't know. And you could tell he changed his tune. Sometimes we're the only people they get to talk to.

SPEAKER_03:

That's the experience from the crisis theme, too. I I agree with you wholeheartedly. Yes. Because there would be a guy, uh uh no longer of this world, unfortunately, he would call two to three times. I worked the day, I worked the overnight and the night like second shift or the equivalent of second shift sometimes, but mostly nights. And he would call and he would be honest, he'd be hi, it's John Doe. I'm just lonely. And I would say to John Doe sometimes, John, I'm dealing with two other things. I know you're lonely. Can you call me in like 20 minutes?

SPEAKER_02:

And he does.

SPEAKER_03:

And he does, faithfully.

SPEAKER_02:

Yeah.

SPEAKER_03:

And you I talked to him for five minutes, he wouldn't call for the rest of the night because I gave him a time of day for five minutes. Those are the little things that people don't know about our jobs. And yeah, I give credit where credit is due. What I tell John Doe, call me in five in 20 minutes, he would call back and sometimes they'd be like, Oh, I forgot to say that. And that's like the human side of me. Um, but then you talk to him for five minutes and you just made his day.

SPEAKER_01:

Yep.

SPEAKER_03:

Those are different types of frequent flyers, but he called because he was truly, I was his only, well, someone from the crisis team was his only contact all day.

SPEAKER_01:

Yep.

SPEAKER_03:

And I think that that's the other part that people don't understand about, you know, you screen those out so that they don't have to go necessarily for a call.

SPEAKER_01:

Yep.

SPEAKER_03:

But you do have to deal with that, and that's not like in the logs or anything like that.

SPEAKER_02:

So it it actually is in the logs. Oh, it is? It is, and but uh that helps us to get our n our call volume to show our true call volume, not just the calls for service that police officers go to. We do have those calls that us in dispatch have to deal with. Whether it is somebody picking up their wallet, some that was turned in, you know, somebody dropping off a wallet or a phone that was turned in, whether we have those frequent flyers, or whether we have people who are just downright screaming at us for God knows what reason, because we have that a lot. Again, they're frequent flyers, they're just screaming at us because they're mad at life, and we're logging those. So we do log those for the most part.

SPEAKER_03:

Okay. Well, the other one that I wanted to mention, as uh we're already close to time here already.

SPEAKER_01:

Wow.

SPEAKER_03:

Um, I'd love to talk about well, I don't know if I want to love to talk about it, but I certainly want to bring up the other hard ones, I think, is suicide. Having dealt with those on the crisis team. Um, obviously different animal than yours. I'm not again for anyone who listens to this show knows I never take away what I do and say it's the same as, because it's not. On this batch, the unconvenient truth from a crisis team's perspective, and this is what I I I've observed, they call me they're suicidal with a plan on on a crisis line. It doesn't seem as intense as when they call you guys.

SPEAKER_02:

Most of the time when they call us with a plan, they they're doing it. They have the plan to do it. We do get the calls, you know, the cry for help often. But we do get those phone calls where you know they're done. You know that they're going to attempt to successfully.

SPEAKER_03:

Unaligned themselves, yeah. Those are chilling.

SPEAKER_02:

Those are those are difficult. Um I am thankful to be honest with you that I haven't had too many that I, you know, that have stuck with me, that have really stuck with me. Um but it's definitely hard when you have the family members who find their loved ones too, because they are either in shock and completely like dumbfounded, or just speechless, or you have them hysterically where you can't understand anything.

SPEAKER_03:

And that's the one of the things that I explain to people is like you can see it on scene and that happens. But dispatch hears these wallows from deep down inside of people's hearts that is so undescribable. And yes, did I have those a few times? Sure, but not but again, not the same job. And it's hard for me to kind to make people understand that that deep fear that I'm I'm so fearful, I want to end this, I'm done with this. It's hard to really put in words how much emotion that brings.

SPEAKER_02:

Yeah. It's you know, I'm not one to tear up at work. Um I actually very rarely do, but sometimes you get that one call, and after you hang up, you gotta take a breath or you need to walk away for a minute.

SPEAKER_03:

Right.

SPEAKER_02:

And just kind of think about what just happened. I mean, you're coming right back to that chair and those phones, but it's okay for us to walk away for a minute.

SPEAKER_03:

There's so much more I want to ask you. We didn't even get to substance use.

SPEAKER_01:

No, we didn't.

SPEAKER_03:

We didn't get to any of that. So what I'm gonna do is I'm gonna end the the this episode with you, but we're gonna talk on the other side if you don't mind.

SPEAKER_01:

Sure.

SPEAKER_03:

Um, but uh thank you. Thank you. I want I wanted people to see it from a dispatch perspective.

SPEAKER_01:

Thank you.

SPEAKER_03:

It's forgotten too often, and you know how loyal I am to you. So uh love you. Thank you for being here.

SPEAKER_02:

Thank you so much for having me.

SPEAKER_03:

And uh we'll see you on the other side for the next episode.

SPEAKER_00:

Thank you. Please like, subscribe, and follow this podcast on your favorite platform. A glowing review is always helpful. And as a reminder, this podcast is for informational, educational, and entertainment purposes only. If you're struggling with a mental health or substance abuse issue, please reach out to a professional counselor for consultation. If you are in a mental health crisis, call 988 for assistance. This number is available in the United States and Canada.

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Steve Bisson

Host
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Courtney Romanowski

Co-host
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Lisa Trusas

Guest