Conference Programme 2026

The wellbeing of 112/999 telecommunicators is increasingly recognized as a critical factor in staff retention, performance, and service quality. While attention has been given to supporting personnel, less focus has been placed on how wellbeing is addressed during initial training. This presentation argues that preparation for the psychological and physiological demands of emergency communications must begin on day one.

Drawing on experience with training at 112 in Iceland, the presentation explores common reasons why telecommunicators leave emergency communication centers and how these factors can be proactively addressed through initial training. Alongside technical skills and SOP’s, new telecommunicators must be trained in areas such as sleep management, nutrition, resilience, stress awareness and work–life balance.

By normalizing these topics early in training, organizations can better prepare telecommunicators for the realities of the role and foster a healthier and more sustainable workforce. The presentation offers practical perspectives on how wellbeing can be embedded into training programs without compromising operational readiness.