New trauma training aims to strengthen wellbeing of ambulance control room staff

The East of England Ambulance Service NHS Trust (EEAST) has become the first UK ambulance service to introduce specialist trauma training designed specifically for Emergency Operations Centre (EOC) teams, recognising the intense emotional pressures faced by staff who handle 999 calls.

Every day, EEAST call handlers support people during some of the most frightening and vulnerable moments of their lives. As well as coordinating emergency responses, they guide callers through life-threatening situations and reassure distressed families while making rapid, high-stakes decisions. The constant exposure to traumatic and emotionally charged incidents can place a significant personal strain on staff.

In response, EEAST’s EOC Retention, Health and Wellbeing team has partnered with trauma specialist Dr Jessica Miller to introduce Neuroscience Informed Trauma Exposure Training (TITEN) into the control room environment.

The training programme, which has already been used by thousands of police officers and by the RNLI to support lifeboat crews, has been adapted with direct input from EEAST call handlers to ensure it reflects the realities of their work. TITEN focuses on helping staff understand how the brain processes stressful or traumatic experiences and provides practical techniques to help regulate stress and build resilience over time.

Dr Miller said the approach strengthens the brain’s natural processing system, enabling emergency responders to remain grounded during difficult situations and recover more effectively afterwards.

“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,” she said. “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.”

Dr Jessica Miller.

The introduction of TITEN forms part of EEAST’s wider efforts to support staff wellbeing, reduce stigma around the psychological impact of emergency work and foster a safe and supportive working environment. The programme complements existing support mechanisms, including Trauma Risk Management (TRiM) and Occupational Health services.

Zoe Martindale, Head of Clinical Operations for the Emergency Operations Centre, said the initiative represents an important step in strengthening support for control room teams.

“We are incredibly excited to bring TITEN to our Emergency Operations Centre teams,” she said. “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.”

As well as improving staff wellbeing, the trust said the programme could also help strengthen long-term workforce stability by improving retention and supporting a more confident and resilient team at the heart of the 999 response.

Dean Nock, EEAST’s Emergency Operations Centre Retention, Health and Wellbeing Lead, described the initiative as both professionally and personally significant.

“For me, this work is deeply personal,” he said. “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. When people feel looked after, valued and understood, they are far more likely to stay and thrive within the service.”

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