New trauma training for 999 call handlers is UK first

Every day, EEAST’s 999 call handlers support people during the most frightening and vulnerable moments of their lives. They guide callers through emergencies, reassure distressed families all while making split-second decisions. This constant exposure to high-pressure, emotionally challenging situations can take a significant personal toll.

To better support these vital teams, EEAST’s EOC Retention, Health and Wellbeing team has partnered with trauma specialist Dr Jessica Miller to bring Neuroscience Informed Trauma Exposure Training (TITEN) into the controlroom environment.

Already used by thousands of police officers and by the RNLI to support lifesaving crews, TITEN has been adapted with direct input from EEAST call handlers to make sure it reflects the realities of their work. The training helps staff understand how the brain naturally processes stressful or traumatic experiences and provides simple, practical techniques to regulate stress and build resilience over time.

Dr Miller explains that TITEN strengthens the brain’s natural processing system, helping people stay grounded during difficult calls and recover more effectively afterward.

“The techniques are straightforward and easily shared, which is why so many thousands of emergency responders have taken them on as part of their everyday work. The training takes a couple of hours but, with practice, the investment lasts a lifetime.

“Working with EEAST has been a real privilege. Front line response starts with a call-taker and yet so often, their relentless exposure to others’ worst imaginable days goes unnoticed.”

The introduction of TITEN forms part of EEAST’s wider commitment to supporting the emotional wellbeing of staff, reducing stigma around the psychological impact of emergency work and creating a genuinely safe and supportive working environment. The programme enhances existing support such as Trauma Risk Management (TRiM) and Occupational Health services.

Zoe Martindale, Head of Clinical Operations, Emergency Operations Centre, said: “We are incredibly excited to bring TITEN to our Emergency Operations Centre teams. Our staff face some of the most emotionally demanding situations in the ambulance service, and this neuroscience-informed training represents a meaningful step in how we support their wellbeing every day.”

This proactive focus on emotional health enhances staff’s day-to-day experience and supports long-term staff retention, helping build a stable, confident and well-supported workforce at the heart of every 999 call.

Dean Nock, Emergency Operations Centre Retention, Health and Wellbeing Lead, said: “For me, this work is deeply personal. My own journey has shown me how vital the right support can be, and it is a privilege to help bring a programme that empowers colleagues to manage the emotional impact of their roles. Our Emergency Operations teams deserve the very best, and TITEN is an important part of ensuring they receive it.

“TITEN strengthens the Trust’s commitment to creating a safe and supportive environment, and we know that when people feel looked after, valued and understood, they are far more likely to stay and thrive within the service.”