Statewide initiative brings mental health training to New Hampshire’s 911 dispatchers

OSSIPEE — Between September and November 2025, more than 70 emergency dispatchers from across New Hampshire participated in a new statewide initiative to strengthen mental health response skills for 911 personnel. The full-day, in-person trainings were offered in Moultonborough (Sept. 24), Concord (Oct. 22), and Derry (Nov. 5), and were led by Forge Health’s Veterans & First Responders Program.

The training series was developed to give dispatchers practical tools for supporting callers in crisis, improving de-escalation, building resilience, and managing repeat or habitual callers. Each session provided a trauma-informed approach tailored specifically to the unique demands faced by 911 emergency communications centers.

“Dispatchers are the first voice a person hears on their worst day,” said Caleb Gilbert, public health director for Carroll County Coalition for Public Health. “Strengthening their ability to recognize mental health needs, calmly guide callers, and sustain their own well-being is essential for every community in New Hampshire.”

Trainers Eileen P. Meaney, a retired EMS professional, and Sean Kilbreth, business development coordinator with Forge Health Veterans & First Responders led full-day workshops and covered topics including:

• Signs, symptoms, and common conditions;
• Understanding caller motivations and choosing appropriate interventions;
• Skills for managing heightened emotions and acute mental health episodes;
• Approaches for addressing habitual callers;
• Resource and referral navigation;
• Trauma-informed communication;
• Vicarious trauma, compassion fatigue, and dispatcher wellness; and
• Scenario-based practice with real-world examples.

Each session included opportunities for discussion and skill-building exercises tailored to the realities of emergency communications. Forge Health provides confidential treatment throughout the Northeast and virtually for those who serve and are struggling with mental health, substance use and trauma.

Evaluation results showed overwhelming appreciation for the relevance and immediate usefulness of the training. Dispatchers highlighted the value of trauma-informed response strategies, scenario practice, and guidance for sustaining empathy under stress.

Participant comments included: “This was one of the most helpful mental health trainings I’ve ever done," and “Every dispatcher should take this. It helps with both challenging callers and the emotional burnout we all face.”

Granite United Way received funding from HCA Foundation to support this initiative. At the same time, the NH Judicial Branch was conducting a Sequential Intercept Mapping initiative across the state to promote early identification and referral to mental health care within the criminal justice system. Communities reported a need for training on mental health for emergency dispatchers. The resulting collaboration between public health networks and partners builds on New Hampshire’s broader efforts to improve how communities respond to people experiencing mental health challenges and co-occurring conditions.

Partners supporting the planning and delivery of this initiative include Forge Health — Veterans & First Responders Program, New Hampshire Public Health Networks in the Capitol Region, Carroll County and South Central Region; Chief Jonathan Goldman and the NH Emergency Dispatchers Association; Frank Harris, NH State Trooper (retired); community mental health and service agency partners; NH Judicial Branch and regional criminal justice partners involved in Sequential Intercept Model improvement work

“This effort strengthens the entire emergency response system,” said Kilbreth. “When dispatchers have strong mental health tools and support, callers receive better care, and the whole community benefits.”

Given the strong engagement across all three fall sessions and the clear need identified by participating agencies, planning has begun for additional offerings in 2026.

For more information about future offerings or to connect with training partners, contact Caleb Gilbert with Carroll County Coalition for Public Health at caleb.gilbert@graniteuw.org or visit graniteuw.org.