In an attempt to combat mental health problems in high-stress work environments, the Ulster County Department of Emergency Services has announced a new therapy dog program to support its public safety telecommunicators. This initiative is the first of its kind in New York State for a 911 call center.

The program aims to provide emotional support and stress relief to telecommunicators who frequently deal with high-pressure emergency calls, alleviating what Ulster County Director of Emergency Services Everett Erichsen calls the “emotional toll of this critical work.” The therapy dog, an 8-week-old Goldendoodle named Oliver, will also be available to support the first responders in Ulster County.

“Our 911 telecommunicators are the first, first responders. They handle traumatic calls daily while maintaining composure and professionalism,” said Erichsen.

Oliver, purchased from Lakeshore Doodle in Kendal, NY, is receiving specialized training and his American Kennel Club (AKC) certifications to work in the emergency services environment. He is being trained by Certified K9 Services in Pulaski, NY, which has experience training therapy dogs for specialized settings. Oliver will have a regular schedule at the 911 center. He will also be available for managing stress following challenging calls or events.

Studies show that interacting with therapy animals can significantly reduce stress hormones, lower blood pressure, and improve mental health. These benefits are especially pronounced in high-stress environments like emergency communications centers.

Public Safety Telecommunicator Anthony McKenzie, a 17-year veteran of the 911 center, has been selected to be Oliver's handler. McKenzie has received extensive training in peer support, resiliency training, and Critical Incident Stress Management (CISM) to provide support to co-workers during challenging events.

The Ulster County Emergency Communications Center answers about 120,071 calls each year, including 67,477 emergency calls. That works out to an average of 329 calls per day.