Weld County 911 dispatchers have those special moments where they know they’ve made a positive impact. Someone they’ve helped stops by the Weld County Regional Communications Center (WCRCC)  to say “thank you,” or sometimes they receive an award from the Weld County Department of Public Safety Communications or one of the 43 law, fire or Emergency Medical Services (EMS) agencies they assist.

Those moments feed the “dispatcher bug,” that passion of being a first, first responder, ready to assist in someone’s worst moment. There is a connection made with every caller.  

However, that connection is often cut short. It’s the nature of the job; assist until police, fire or EMS arrives — then it’s on to the next call, no time to learn how the situation ended. Even more tragically, sometimes the person a dispatcher is helping doesn’t survive long enough to get help.

“90% of the time, we don’t know the outcome,” said Tina Powell, Director of the WCRCC and the Weld County Department of Public Safety Communications. “You bond with your caller, and you have to hand them off to someone else. Sometimes, it can be hard to let that go.”

The emotional strain is a challenge across the 911 response industry nationwide, with reports of burnout, fatigue and even post-traumatic stress. However, Powell and the administrative team have consistently worked against that trend over the past five years, providing more outlets for mental health — a powerful one being an unexpected, fluffy, four-legged friend.

When Zacchaeus, a K-9 Comfort Dog from Redeemer Lutheran Church in Fort Collins, enters the WCRCC, his positive effect is noticeable. “He’s here!” one person shouts excitedly, a statement that brings smiles to the faces of others in the room as they wait for Zacchaeus to walk by.

“Working in the WCRCC can be stressful, and dog therapy can just wash that stress away,” said Marc Patterson, an Emergency Communications Supervisor, who’s spent more than two decades in dispatch. “Seeing and petting a friendly dog helps people relax, smile and enjoy the little things again.”

Such feedback is encouraging to Powell, who acted on a bit of a hunch when she saw Zacchaeus out walking with his handlers one day after visiting the Weld County Sheriff’s Office. She could tell his positive, calm spirit would be beneficial, so she worked with the Weld County Board of Commissioners on an agreement to have him visit regularly. He’s been stopping by the WCRCC four times a month since October 2024.

“The results have been more than positive. He’s a special dog. It’s almost like he can feel what a person needs,” Powell said, mentioning his ability to make a noticeable difference in the body language and stress level of people he encounters. “Zacchaeus is a member of the team, and we love him!"

Zacchaeus’ talent as a stress reliever isn’t surprising to Tim Brown, a Licensed Professional Counselor available to members of the WCRCC since 2020. He remembers impactful visits from Cubby, Zacchaeus’ predecessor, when he was the assistant police chief at the Loveland Police Department.

Brown’s presence offers another outlet to those in the WCRCC — someone to just listen and give reassurance where he can, to lessen the burden of a specific call or ease the stress someone is feeling. Other times, he’s offering tips dispatchers can use to help them throughout the day.

“I try to help dispatchers explore options to alleviate stress in the moment,” Brown said. “It may be something as simple as a breathing exercise while they’re at work. If they can get away for a few minutes or moments, especially after a particularly stressful call, that’s great, but that’s not always possible.”

With a background of more than 20 years in law enforcement, Brown can relate to some of the pressure dispatchers feel and the need to be perfect — a desire that stems from wanting to do the best for the public when it’s needed most. That desire is what drives those in the WCRCC and the industry as a whole. Burnout risk aside, nationwide, 87% of those in 911 response “love” or “like” their job, according to a 2024 “911 State of the Industry Survey” from the National Emergency Number Association.

The goal, and the most rewarding aspect for Brown? Provide a listening ear and conversation, elements that can help dispatchers continue enjoying their jobs.

“A dispatcher gains self-satisfaction by helping someone through a crisis. I’m the dispatcher’s dispatcher," Brown said. "I'm helping them resolve their crisis — in dealing with their lives or with the stress they see in their professional careers."

The benefit of Zacchaeus and Brown extends beyond the WCRCC. A less stressed member of the WCRCC means they’ll be able to help more clearly in an emergency, ultimately benefitting the public.

That has Powell eager to continue exploring mental health opportunities.

“By adding new ways to support our (dispatchers), we can ensure that they remain resilient, compassionate and able to provide the best care,” she said.

The next issue of County Roots is the 150th! Join us as we celebrate by recapping our favorite moments, highlighting the important people and processes serving county residents.