911 Wellness Toolkit

Resources to Help you Build “Comprehensive Stress Management Program” (CSMP)

Each year at the NENA National Conference, Jim Lanier and Jim Marshall (in behalf of the 911 Wellness Foundation, 911WF) have presented to boost awareness and compliance with the NENA Standard on Acute/Traumatic and Chronic Stress Management. This Standard (NENA STA-002) became effective in August, 2013, and states that “Public Safety Answering Points (PSAPs) shall establish Comprehensive Stress Management Programs (CSMP). The resources we offer here collectively represent a “ToolKit” you can use to implement the Standard. 

links below will bring you to these documents. Utilization by Public Safety Answering Points (PSAPs) and other 911 stakeholders seeking to advance the Standard is encouraged. (Please note that 911WF’s efforts and resources related to this NENA Standard are offered as a non-profit service which while not officially affiliated with NENA is intended to support expedited and widespread adoption of the Standard.)

We hope you will enjoy and benefit from use of these resources. Please be sure to tell us about your efforts to implement your CSMP/Wellness Programs, ask for help as needed, and share your success stories so we can post them as support to other 911 centers. We also welcome input about these documents and this project from all 911 stakeholders as we expand and improve our offerings.

    • NENA-STA-002_9-1-1_AcuteTraumatic_&_ChronicStressMgmt. This is a copy of the actual Stress Standard which all PSAPs should review, have on file and work in accordance with as they implement the NENA Stress Standard.
    • 001 2017 NENA Well 911 Workplace. PDF This is a PDF copy of the National NENA 2017 Conference Presentation on Creating a Well 911 Workplace delivered by Jim Lanier and Jim Marshall in San Antonio on June 7. This presentation offers 911 leaders and their personnel a good introduction to the NENA Standard noted above and offers encouragement to adopt the Standard–one element at a time as you are able. Jim L. and Jim M. emphasized the importance of effective Employee Assistance Programs and access for 911 personnel to Evidence-Based Treatments for PTSD, specifically urging use of the EMDR (Eye Movement Desensitization and Reprocessing). Sharing difficult stories of 911 suicide, mass casualities and other events, they showed that even the busiest leaders can get started putting resources in place before hell happens” at your PSAP. Click here to download the full presentation for review. 
    • 911WF NENA RESOURCE A: A Guide Sheet for Building Your PSAP Comprehensive Stress Management Program (CSMP). This document serves as a grid to help you focus, organize, and record your agency’s implementation efforts.
    • 911WF NENA STRESS RESOURCE B Helpful Links. This PDF document provides you with hyperlinks to key resources you can use to create and fulfill each of the 8  elements of your PSAP’s CSMP. For example, you’ll see handouts  on free stress education info you can print and display in your center to fulfill CSMP element 3: providing your personnel with “Onsite educational materials”.
    • EAP Best Practice(1).  This document can help you establish or improve your EAP services, select local therapists for more serious conditions faced by your employees, and to address personal mental health emergencies. We hope you find this information helpful and invite your comments and questions. If there is additional information you need but don’t find posted here please contact us with your request. Our goal is to simplify and expedite your work to get a CSMP up and running at your PSAP. If you’re proud of work you’re doing related to any of the 8 CSMP elements, we’d love to feature your center’s work on our 911WF blog. For all inquiries email us: 911wellness@live.com.
    • 911 Peer Support Team: per the NENA Standard, all PSAP telecommunicators are to have access to trained peer supporters. One of the countries few and best is operated at Charleston County Consolidated 911 Center (SC). To learn more about how they developed and run their program, and the benefits it has produced contact Michael Stanley: mstanley2@charlestoncounty.org. For information on establishing a 911 Certified Peer Supporter Program, see also 911 Training Institute, here.  
    • 911 Morale Team: This not a required element of the NENA Standard but is a highly valuable resource that can help boost retention and resilience. Jim Lanier, Alachua County Sheriff’s Office (FL) is developing written guidance to help you develop your center’s Morale Team. For now, he welcomes email and phone calls to support your effort. Contact Jlanier@alachuasheriff.org.

If you are looking for additional assistance to implement your CSMP that is not included in this ToolKit, please contact me: Jim@911Training.net. We’ll work to find it or develop it for you. And if you and your agency are successfully delivering Thank you, and keep taking good care of yourself!

Jim Marshall, Director, 911 Training Institute and former chair, 911WF


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