Answering the Call: Elevating Wellness and Training for 911 Dispatchers

I provide science-based wellness training with a holistic approach, challenging first responder stigmas while prioritizing well-being. Using student-centered learning and adult learning theory, I hope to foster personal growth in order to positively impact agency culture, morale, and retention.

My name is Shannon Polito and I have been a dispatcher for 17 years in California, and I genuinely love the job itself. However, my passion goes beyond simply helping those who call 911 or communicate over the radio. I'm driven to help those who are wearing the headset, which led me to found Help For the Headset. I am passionate about creating courses that address specific areas of health and well-being for emergency dispatchers. I firmly believe that with the right training and information, people can become the best dispatchers they can be by being the healthiest and best versions of themselves.

I am a first responder wellness educator and peer support coach with extensive experience supporting 911 professionals and public safety agencies. In addition to my work as a certifed First Responder Coach, I currently work with Thin Line Consulting as a peer support coach, focusing on sustainable, connection-based approaches to responder wellness.

I hold multiple professional certifications, including Advanced POST Instructor, Emergency Number Professional (ENP), Registered Public Safety Leader (RPL), Communications Training Officer (CTO), and Academy Instructor. I am also a Subject Matter Expert (SME) in first responder wellness, cumulative psychological trauma (Cumulative PTSI), and the California Law Enforcement Telecommunications System (CLETS).

Over the course of my career, I have had the opportunity to lead breakout sessions and present at both regional and national conferences, including—but not limited to—NENA, APCO, Navigator, CalNENA, Northern California APCO, Colorado APCO/NENA, Arizona APCO/NENA, Heroes in the Heartland, Gold Line Support, the Alabama 911 Board, and the California CLETS Users Group (CCUG). My work is grounded in lived experience, research-informed practice, and a deep commitment to creating meaningful, practical support for those who serve on the front lines.

Through Help For the Headset, I strive to empower dispatchers to thrive in their roles, and making a positive impact on the entire emergency response community.

Link to my articles on Crackyl's website: 
Why Hearing But Not Seeing is So Detrimental for 911 Dispatchers
Dispatchers on the Frontline: Natural Disasters and Moral Injury
Why Dispatchers Deserve 911 Status
The Hypervigilance Cycle

For more information, including possible training dates and rates, please email me directly at: 
[email protected]