Answering the Call: How Protocol 41 Is Transforming Suicide Prevention in Emergency Dispatch

September is Suicide Prevention Month, a time to raise awareness, foster hope, and strengthen the systems that support individuals in crisis. As suicide rates continue to climb across the United States, the role of Emergency Dispatchers has never been more important in helping our friends and loved ones through their hardest days. 

According to CDC data, suicide remains one of the leading causes of death in the United states, with over 49,000 lives lost by suicide in 2023—that’s one death every 11 minutes. And despite the launch of the 9-8-8 Suicide & Crisis Lifeline in 2022, 99 percent of suicidal callers still dial 9-1-1. And without specialized tools and training, Emergency Dispatchers are not always prepared to handle these high-stakes situations.

Protocol 41: A Better Solution for Emergency Dispatchers and Suicidal Callers

Enter Protocol 41: Caller in Crisis (1st Party Only)—the first and only emergency dispatch protocol designed specifically for first-party callers experiencing suicidal ideation or intent. Developed over seven years by the International Academies of Emergency Dispatch (IAED) in partnership with leading suicide intent and ideation experts, Protocol 41 is a structured, research-based protocol and specialized training that works in ProQA® to help Emergency Dispatchers navigate suicide calls with confidence and compassion.

Now, one year after the release of Protocol 41, Emergency Communications Directors and Emergency Dispatchers are feeling more confident in their ability to help suicidal callers and to remain calm and supportive through those tough calls. 

Meghan Monaco, a Quality Assurance Manager for Hendricks County Communications Center in Plainfield, Indiana said this about Protocol 41, “We can stay on the line and discuss more meaningful topics. There is more fluidity in how we address the patient and reassure them that we are listening to what they are saying, and we have more tools to address each potential emotional state the caller could be experiencing,” She went on to say, “We have three confirmed saves due to the use of Protocol 41. Our Law Enforcement partners have also expressed praise, including a commendation for a dispatcher and a save that was a direct result of Protocol 41.”

Along with an Emotional Control Tool that helps Emergency Dispatchers understand what emotional state a caller is in to better connect with them, Protocol 41 helps Emergency Dispatchers guide callers to distance themselves from weapons and get to a safe space. Overall, it provides a structured plan to enhance positive outcomes in these crises situations. 

Talking about how suicide calls are different than other 9-1-1 calls where the incident has already happened, like with cardiac arrest, Jonathan Flynn with Align Health EMS said, “You have the immediate ability to impact that call and to impact that outcome, and to know what you say really is going to have a marked outcome.” 

Using Protocol 41 brings structure to these emotional calls and helps Emergency Dispatchers know what to ask to best help the person on the other end. “It [Protocol 41] really enhances not only the call from a compliance standpoint but enhances our customer service and our ability to interact with that caller and affect positive outcomes,” Flynn said.

But Protocol 41 is not only designed to help the suicidal caller, it is also designed to help alleviate the stress and emotional impact these traumatic calls have on the Emergency Dispatchers as well. “You're giving them the tools to manage the stress of what we do on top of dealing with the stress of taking those calls; as well as giving them a way to directly impact the life of somebody who's in crisis,” Flynn said. 

As we observe Suicide Prevention Month, and during the rest of the year too, let’s recognize that Emergency Dispatchers are frontline mental health responders and that revolutionary tools, like Protocol 41, are helping bridge the gap between crisis and care, ensuring that those who call 9-1-1 in their darkest moments receive the critical care and support they need.

To learn more about Protocol 41: Caller in Crisis (1st Party Only) and how it can help your community, visit us at HERE.