A 8-Month Old Golden Retriever To Help 911 Call Center

CONCORD, NH — “Winni,” the new comfort dog to assist 911 operators in providing comfort and mental health support, was introduced in Concord at the Division of Emergency Services and Communications.

911 operators take hundreds of calls daily from people calling for help, many experiencing one of the worst days of their lives. Many times, as soon as they hang up from one call, they are immediately connected to the next call from someone who needs assistance.

Winni, an eight-month-old female golden retriever, is being trained to provide emotional support to staff during stressful workdays.The comfort dog program was initiated as the capstone project of New Hampshire 911 Supervisor Abigail Rider. She completed this project as part of her Certified Public Manager (CPM) course through the State’s Bureau of Education and Training.

The New Hampshire Certified Public Manager program is a nationally accredited management development program for federal, state, and local government managers. The program's primary goal is to improve the performance of public sector managers and the organizational performance of state, local, and federal government.

“Our skilled telecommunicators at New Hampshire 911 professionally handle emergency incidents every day, but we know sometimes the nature of the work takes a toll,” said Department of Safety Commissioner Robert Quinn. “This program will be a great addition to the Department’s ongoing efforts to support our employees' mental health and overall wellness. I commend all those who worked hard to make this happen, and I look forward to seeing Winni at work.”

“Telecommunicators at New Hampshire 911 professionally handle emergency incidents every day, but we know sometimes the nature of the work takes a toll,” said Department of Safety Commissioner Robert Quinn. “This program will be a great addition to the Department’s ongoing efforts to support our employees' mental health and overall wellness. I commend all those who worked hard to make this happen, and I look forward to seeing Winni at work.”

Unlike traditional service dogs, crisis or trauma dogs, Winni's role will be specifically tailored to offering comfort and companionship to the hardworking individuals within New Hampshire 911 and its partner agencies. The program is the result of a collaborative effort between the DESC, AT&T FirstNet, who provided a $7,000 grant to cover the program’s startup costs, and Hero Pups, a New Hampshire-based non-profit organization dedicated to pairing support dogs with veterans and first responders facing service-related psychological challenges. Hero Pups' commitment to supporting heroes with unconditional companionship aligns perfectly with the mission of the DESC Comfort Dog Program.

“We are immensely grateful for the support of Hero Pups and AT&T FirstNet, whose generous grant has made this program possible,” said Mark Doyle, Director of the Division of the Division of Emergency Services and Communications. “Winni's presence will undoubtedly enhance the well-being of our first responders and reinforce our commitment to supporting their mental health needs.”

Winni will undergo extensive training with Hero Pups throughout 2024, with the expectation to join the Division full-time by January 2025. Throughout the training period, Hero Pups will conduct visits to both of the State’s 911 Public Safety Answering Points (PSAPs), to facilitate Winni's integration into the Division. Upon graduation, Winni will reside full-time with Rider and work on a 40-hour rotation, with additional availability to support our partner agencies, as requested.

“Winni's duties will extend beyond the PSAPs, as the comfort dog will collaborate with the Department of Safety’s Peer Support team and receive training for dog-assisted Critical Incident Stress Debriefings (CISDs),” said Debbie Bray, DESC’s Chief of PSAP Operations. “Moreover, Winni will be available upon request, even during off-shift hours, to provide mental health support to DESC personnel and assist our partner agencies in the field.”

After Winni was introduced at the press conference, she strolled down to the 911 call center in Concord, where the Telecommunicators were enthusiastic. One person had just taken a call about a significant medical incident, and it was clear Winni helped bring a relaxed and calm feeling.

Winni will be issued an official employee ID and 911 agent number, symbolizing her integral role in the DESC community.

©Jeffrey Hastings www.frameofmindphoto.com/news