‘A moment of happiness’: Lethbridge 911 dispatchers getting help from dog to alleviate stress

Penny, the four-year-old Tibetan Terrier is helping to claim the nerves and lower stress levels of those answering the phones at the PSCC.

LETHBRIDGE, Alta. — Inside Lethbridge’s Public Safety Communications Centre (PSCC) is a four-legged team member weaving in and out from under the desks, shaking a paw and flopping over to get a belly rub all in an effort to reduce stress and anxiety of emergency dispatchers answering the calls of those in need of help.

“In the moment of talking to someone on the phone, the stress you don't feel it,” said Karen Van Seter, an acting supervisor with Lethbridge 911.

“Your training takes over; you do the steps and you do what you need to do to get people safe and do what needs to happen. It's after the fact, when you hang up the phone, and you have a minute to breath and it hits you.”

That’s where Penny comes in.

The four-year-old Tibetan Terrier is helping to calm the nerves and lower stress levels of those answering the phones at the PSCC.

“We handle about 150,000 events per year and that's just us talking to people just having the worst day but also monitoring the radio for our responding agencies,” said Van Seters.

Van Seters has been bringing Penny into work with her since she was a pup to help support her fellow dispatchers.

“She was just a puppy and I wanted to socialize her with people so I asked if I could bring my puppy to work and the answer was pretty much could you please,” said Van Seters, who’s been with Lethbridge 911 for 24 years.

Over time, Penny gained the title of happiness coordinator in the dispatch K9 unit.

“I would bring her in a couple times a week for the first year of her life and she got really used to everything in there -- all the sights and sounds and chaos -- and she's learned to just be really relaxed and she likes to go to everyone and sniff out their lunch kits,” said Van Seters.

The first link

The centre is the first link in the chain and handles calls for the Lethbridge Police Service and Lethbridge Fire and Emergency Services, along with call-taking for 20 surrounding departments.

Penny doesn’t have any official training as an emotional support animal, those working on the frontlines say she is making a difference.

“We don't always get the best calls or deal with the happy situations, so having her around and even just sniffing in our bags and having her in the area. It's always just fun," said Tarrah Trotter, an emergency communications specialist with Lethbridge 911.

“It's just a minute of being calm in the chaos.”

Along with Penny, the department offers peer support, critical incident stress management, psychological services and has an on-site wellness support specialist.

“She's very relaxed,” said Van Seter. “She just lays down and sleeps most of the time until you call her over and I’ve asked people what it is about her and they said that just that she's here. She just brings a calm to the room.”

While Penny doesn’t get paid for her casual work, she won’t shy away from snacking on a carrot, her favourite treat, as a reward.

“It’s s a moment of happiness in the constant, busy day,” said Trotter.