Crisis Intervention and Stress Management Flashcards
7 cards from real PSD practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Crisis Intervention and Stress Management flashcards as text
Which of the following best describes 'secondary traumatic stress' as it applies to dispatchers?
Answer: Trauma symptoms that develop from indirect exposure to others' traumatic experiences
Secondary traumatic stress occurs when a dispatcher absorbs trauma vicariously by repeatedly hearing about or managing others' crises.
A caller becomes verbally aggressive and begins screaming at the dispatcher during a non-emergency call. What is the recommended approach?
Answer: Stay calm, use a lower and slower speaking voice, and acknowledge the caller's frustration
Remaining calm and speaking slowly in a lower tone helps de-escalate aggression, while acknowledging frustration validates the caller's emotions.
In crisis intervention, what is the purpose of 'active listening' beyond simply hearing words?
Answer: To demonstrate empathy and build trust so the caller remains engaged and open
Active listening communicates empathy and builds trust, which keeps a person in crisis engaged and more likely to accept help.
Which of the following is an evidence-based individual coping strategy for dispatchers managing occupational stress?
Answer: Regular physical exercise, adequate sleep, and social support outside of work
Exercise, sleep, and social support are proven resilience-building strategies that buffer the effects of chronic occupational stress.
When dispatching to a caller who mentions having a weapon and feeling hopeless, the dispatcher should:
Answer: Remain calm, keep the caller talking, dispatch appropriate resources, and follow established lethal means protocols
Lethal means protocols guide dispatchers to keep suicidal callers engaged while simultaneously dispatching resources to reduce access to means.
What is 'compassion fatigue' and how does it differ from burnout in public safety dispatchers?
Answer: Compassion fatigue results from the emotional cost of caring for others in crisis, while burnout is general exhaustion from job demands
Compassion fatigue is the emotional depletion from empathizing with people in crisis, whereas burnout is broader exhaustion from chronic workplace demands.
A dispatcher receives a call from a child who reports their parent has collapsed. The child is panicking and crying. The FIRST action the dispatcher should take is:
Answer: Calmly address the child by name if known, reassure them help is coming, and begin gathering location information
Calming and reassuring a child caller first builds the trust needed to gather accurate information and guide them through any needed pre-arrival instructions.