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
A dispatcher overhears a coworker say, 'I don't care anymore. These calls mean nothing to me.' This statement is MOST consistent with which condition?
Answer: Burnout leading to depersonalization
Depersonalization — feeling emotionally detached from the work and the people served — is a hallmark symptom of burnout.
Which of the following caller behaviors during a crisis call should prompt a dispatcher to consider an involuntary psychiatric hold referral?
Answer: Caller expresses clear intent to harm themselves or others and lacks the ability to keep themselves safe
Expressed intent to harm combined with inability to maintain safety meets the legal threshold in most jurisdictions for a psychiatric hold referral.
What does the acronym CISM stand for in the context of dispatcher wellness programs?
Answer: Critical Incident Stress Management
CISM stands for Critical Incident Stress Management, a comprehensive multi-component program for mitigating the effects of traumatic incidents on public safety personnel.
A caller reports a friend is having a panic attack and cannot breathe. After dispatch is notified, what pre-arrival instruction should the dispatcher offer?
Answer: Encourage slow, controlled breathing and a calm environment while keeping the line open
Guided slow breathing and a calm environment reduce hyperventilation associated with panic attacks while EMS is en route.
Which of the following is a recognized warning sign that a dispatcher may be developing PTSD following cumulative traumatic call exposure?
Answer: Persistent intrusive memories, avoidance of work-related topics, and hypervigilance outside of work
Intrusive memories, avoidance behaviors, and hypervigilance are core diagnostic symptoms of PTSD and signal the need for professional support.
When using the ACT model of crisis intervention (Acknowledge, Connect, Take Action), what is the purpose of the 'Connect' phase?
Answer: To establish trust and rapport with the caller to keep them engaged and communicating
The Connect phase builds an emotional bridge between the dispatcher and the caller, which is essential for guiding the caller toward safety.
Which organizational-level intervention is MOST effective at reducing dispatcher burnout over the long term?
Answer: Competitive shift scheduling, access to mental health resources, and a culture that normalizes help-seeking
Long-term burnout reduction requires systemic change: fair scheduling, mental health access, and a stigma-free culture that encourages help-seeking.