Silence.
That’s what we hear so often. All around us.
When there should be cries for help, silence.
When there should be wailing in pain, silence.
Swallow it.
Hide it.
Don’t dare talk about it.
For many, the noise inside our heads never stops.
I’ll never be good enough.
I’m a fraud.
I’ve been abused so much.
I’m no good.
Nobody loves me.
I’m not loveable.
Maybe I should end my life.
Everyone has a story.
Everyone has pain.
Everyone wants to be loved.
Mental health is a central issue in the emergency telecommunications industry. Negativity, low morale, chronic stress, burnout, PTSD, and a host of other maladies undermine the ability of telecommunicators to perform at their best. Recruiting, hiring, retention, and countless other issues are impacted by mental health issues.
When dispatchers are reluctant or unprepared to deal with their mental health issues, the ripples spread throughout the comm center and into their home life.
With the 911 Mental Health Retreat at the Mayan Ranch, The 360 Dispatcher has created a safe space for call takers, dispatchers, supervisors, managers, and directors to explore their most vulnerable selves.
The primary instructors for the Retreat are therapists who work directly with telecommunicators across the country, and will be with participants for the entire week.
The 360 Dispatcher is privileged to provide this training to the 911 community.
SESSIONS WILL EXPLORE:
Roots of Fear and Resistance
Loss, Identity, Survival
Language of Grief, Connection, and Courage
Saying “No” Without Guilt
Rethinking Domestic Violence Calls
Burnout, Moral injury, PTSD/I
Danger of Avoidant Coping
Stress and Strategies for Building Resilience
Strategies for Processing Emotions
Techniques for Processing Traumatic Events
PROGRAM INCLUDES:
The 5-day course
28 TCOLE credit hours (for public safety attendees from Texas)
Certificate of Completion
Lodging for 4 nights
All meals (beginning with dinner on Monday and ending with lunch on Friday)
Ranch Activities (optional horseback riding, access to swimming pool, live music)
Single-occupancy rooms (no shared rooms)
SCHEDULE
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Arrive at the Mayan Ranch by 5:00 p.m.. and get settled in your room. 5:00 p.m. introduction session in the conference room. Refreshments from 5:45 p.m. to 6:45 p.m. Dinner begins at 7:00 p.m.
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7:00 am. Exercise Session. Breakfast from 7:30 a.m. to 8:30 a.m. Classes will be held from 8:30 a.m. to 5:30 p.m. with a break for lunch. Refreshments from 5:45 p.m. to 6:45 p.m. Dinner begins at 7:00 p.m.
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7:00 am. Exercise Session. Breakfast from 7:30 a.m. to 8:30 a.m. Classes will be held from 8:30 a.m. to 5:30 p.m. with a break for lunch. Refreshments from 5:45 p.m. to 6:45 p.m. Dinner begins at 7:00 p.m.
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7:00 am. Exercise Session. Breakfast from 7:30 a.m. to 8:30 a.m. Classes will be held from 8:30 a.m. to 5:30 p.m. with a break for lunch and optional horseback riding. Refreshments from 5:45 p.m. to 6:45 p.m. Dinner begins at 7:00 p.m.
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7:00 am. Exercise Session. Breakfast from 7:30 a.m. to 8:30 a.m. Classes will be held from 8:30 a.m. to 12:00 noon. Lunch is from 12:00 to 1:00 p.m. Depart the ranch.
WHO SHOULD ATTEND
Call takers, Dispatchers, Trainers, Quality Assurance Coordinators, Supervisors, Managers, Assistant Managers, and Directors in municipal and county 911 as well as 911 districts.
PROGRAM COST
Mental Health Workshop is $1,795 per person.
Total, all-inclusive cost once at the ranch
MEET YOUR INSTRUCTORS
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Dr. Michelle Lilly is Professor of Clinical Psychology at Northern Illinois University (NIU). She has published over 50 peer-reviewed empirical articles, white papers, and book chapters examining the adverse psychological and physical impacts of trauma. Early in her career at NIU, she began research with 911 telecommunicators and continues to focus on this understudied population. Michelle’s research on mental and physical health in first responders has been used in legislative efforts to enhance services available to this critical population. Currently, her research team is invested in illuminating the adverse impacts of moral injury on first responder functioning and wellness. Her work has been recognized by the National Emergency Number Association (NENA) through its President’s Award, and by the Fraternal Order of Police through its Blue Award. She is the owner of Lilly Counseling and Consultation, an organization that provides evidence-based intervention for PTSD, depression, and anxiety for predominantly first responders, as well as organizational assessment and consultation. Her first book entitled Just Be Happy was published in 2025. Her website can be found at www.lilly-consulting.com.
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Misty Kent is a Licensed Professional Counselor. She was drawn to Tania Glenn & Associates by the compassion and unconditional positive regard the practice has for first responders, veterans, and their families. She joined the practice in the summer of 2020. Misty began her career with Child Protective Services doing casework. She has since worked in multiple settings with adults. Her counseling experience consists of individuals and couples. She had the privilege to volunteer her services to Project Parachute, providing mental health support to frontline hospital workers at the beginning of the Covid-19 pandemic. More recently, she has provided crisis counseling following the Uvalde elementary school shooting. In addition to counseling, Misty trains departments in Peer Support and Trauma; Resilience. Being there for people and meeting them where they are is her passion, whether it be adjusting to difficult life transitions, coping with stress, or resolving trauma. Misty believes in enlisting a variety of techniques to guide her clients to reach their goals and fulfill their potential. Eye Movement Desensitization and Reprocessing (EMDR), Trauma Focused Cognitive Behavior Therapy (TFCBT), and Solution Focused Therapy (SFT) are methods she has found to be effective, evidence-based, and adaptable to most issues.
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Tammy Jo Boudreaux is a licensed clinical social worker with 25 years of experience and a deep commitment to those who serve on the front lines. She provides EMDR and trauma informed psychotherapy to 911 telecommunicators and other first responders, helping them recover from critical incident stress and PTSD. Known for being relatable and personable, Tammy Jo connects easily with telecommunicators and understands the unique pressures of their role. She specializes in teaching emotion regulation strategies that are practical, effective, and designed for the high-stakes environment of emergency response. A passionate advocate for peer support, she serves as an EMDR therapist and CISM team member with multiple law enforcement agencies. She is also a member of Post-Critical Incident Seminar (PCIS) teams in both Texas and Louisiana, and serves as Clinical Director for PCIS Texas. Above all, Tammy Jo is a strong proponent of helping responders, recognizing that they deserve more than just survival—they deserve a life full of joy. Her workshops reflect this belief, offering a safe and supportive space for growth, resilience, and lasting well-being.
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As a seasoned public safety communications professional and business owner, Daylan brings a unique blend of expertise in leadership, training development, and organizational efficiency. Her journey has been marked by a commitment to enhance workplace morale, foster collaborative environments, and deliver exceptional service. Her professional journey includes significant achievements in the public safety sector, such as developing comprehensive training programs, implementing effective policies, and enhancing workplace morale through collaborative leadership. At Loveland Police Dispatch, she successfully researched, collaborated, and supported the implementation of new policies for compensation and on-call pay. At Sugar Land Dispatch, she developed diverse training materials that significantly improved the effectiveness of training new telecommunicators. Daylan is currently training coordinator at Brazoria County Sheriff’s Office. Daylan trains 911 telecommunicators on deepening their understanding of and compassion for victims of domestic violence. She has been a popular instructor at the 911 Leadership Training Event hosted by The 360 Dispatcher.
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Clarena Tobon is a nonprofit leader, speaker, facilitator, and resilience advocate who believes in the transformative power of lived experience. After losing her mother to suicide as a young adult, Clarena turned her personal journey through grief, survival, and healing into a powerful movement for change. Today, she helps individuals and organizations rise—with courage, connection, and clarity—through dynamic keynotes, healing-centered workshops, and brave space facilitation. Clarena currently serves as Executive Director of NAMI Central Texas (National Alliance on Mental Illness), leading efforts to expand accessible mental health education and support across diverse communities. She brings her voice, her heart, and her vision to every stage and space, empowering others to find language for their healing and strength.
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Mike Ridgway is a certified physical trainer who works with 911 dispatchers around the country. He holds a Bachelor Degree in Kinesiology, and is a National Academy of Sports Medicine (NASM) Certified Personal Trainer. He is also an NASM-certified Corrective Exercise Specialist, MMA Conditioning Specialist, Fitness Nutrition Specialist, and Behavioral Change Coach. Mike is also certified with USA Weightlifting as an Olympic Lifting Coach. He is a certified TRX trainer, including TRX Suspension Trainer and TRX Rip Trainer. He has served as Fitness Director for Gold’s Gym in California as well as in Texas. In his training practice, Mike guides clients through the physical, psychological, emotional, and behavioral challenges of getting into shape. He analyzes body type, composition, and metabolism in order to create individualized fitness plans. He works one-on-one, with small groups, in person, or virtually.
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Joe Serio, Ph.D., is founder, host, and instructor of leadership programs for 911 telecommunicators at the Mayan Ranch in Bandera, TX. Programs include 911 Leadership Training Event; High Performance Academy: Developing Tomorrow’s 911 Leaders Today; Best Practices: 911 Leadership in Action; Transforming 911 Culture; and 911 Mental Health Workshop. He is also founder and primary instructor of the six-month 911 Supervisor Leadership Academy. Joe is founder of The 360 Dispatcher and was co-founder of The Healthy Dispatcher. He is co- author of Dispatcher Stress: 50 Lessons on Beating the Burnout; Dispatch Supervisor: 50 Lessons on Being a Great Leader; and of the forthcoming book, Dispatch Culture: 50 Lessons on Inspiring Excellence. Joe is founder, publisher, and primary author of the Get the Nerve book series, including Overcoming Fear: 50 Lessons on Being Bold and Living the Dream; Emotional Intelligence: 50 Lessons on Knowing Who You’re Dealing With; and Time Management: 50 Lessons on Finding Time for What’s Important.
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