You are encouraged to attend the defence. The details of the defence and attendance information is included below:  

Date:  Wednesday, December 3, 2025

Time:  2:30 PM to 4:30 PM (PT)

Defence mode:  Hybrid

In-Person Attendance: Senate Chambers, UNBC Prince George Campus  

Virtual Attendance: via Microsoft Teams 

Please contact the Office of Graduate Administration for information regarding remote attendance for online defences. 

To ensure the defence proceeds with no interruptions, please mute your audio and video on entry. The meeting will be locked to entry 5 minutes after it begins: please ensure you are on time.  

Thesis entitled: LET US BE SEEN, HEARD, AND UNDERSTOOD: THE LIVED EXPERIENCES OF FORMER 911 TELECOMMUNICATIONS OPERATORS IN NORTHERN BRITISH COLUMBIA 

Abstract: 

First responders are routinely exposed to high-stress environments, placing them at greater risk for adverse mental health outcomes compared to the general population. However, not all first responders experience or are supported in the same way. Among the most overlooked are 911 Telecommunications Operators (TOs). Considered the “first” first responders, the psychological burdens experienced by this demographic often go unrecognized in policy, research, and organizational wellness frameworks. This study explores the lived experiences of six former TOs in northern British Columbia, a region marked by staffing shortages and systemic resource gaps.

Guided by a qualitative, exploratory framework, this research integrated components of  participatory action research (PAR) and reflexive thematic analysis to examine the narratives of six former TOs, including the researcher. Data were collected through semi-structured interviews and analyzed using Braun and Clarke’s six-phase method (2022). Four central themes emerged - Rewriting the Script, Aware yet Detached, Look Over Here, and Emotional Scaffolding - each reflecting the nuanced interplay between occupational stress, institutional expectations, and unmet psychological needs.

Participants bravely shared stories of marginalization, emotional exhaustion, and insufficient mental health support during their service and post-employment. These findings underscore the need for a regionally embedded counselling model involving job-shadowed mental health professionals trained in TO-specific challenges. Such interventions could bridge the disconnect between operational demands and mental health services, fostering trust and improving outcomes. This research contributes to public safety literature by centering the post-service experiences of TOs and advocating for systemic, trauma-informed reforms to support their mental health and well-being better. 

Defence Committee:

Chair: Dr. Jacqueline Holler, University of Northern British Columbia  

Supervisor: Dr. Si Transken, University of Northern British Columbia  

Committee Member: Dr. Dawn Hemingway, University of Northern British Columbia  

Committee Member: Dr. Linda O'Neill, University of Northern British Columbia  

External Examiner: Dr. Rob Budde, University of Northern British Columbia