Pup helping local emergency dispatchers put paws on stress

By Lethbridge Herald on December 13, 2024.

Penny, a four-year-old Tibetan Terrier, provides support during her Dispatch K9 Unit Happiness Coordinator shift Friday at the Public Safety Communications Centre. Herald photo by Alejandra Pulido-Guzman

Alejandra Pulido-Guzman – LETHBRIDGE HERALD – apulido@lethbridgeherald.com

When every call received at the local 911 dispatch centre is an emergency, stress is high, people are serving multiple calls a day and they need a little escape, there is a special helper that goes around giving them an opportunity to do just that. 

Penny, a four-year-old Tibetan Terrier is helping members of the Public Safety Communications Centre release some of the stress that comes with their everyday duties as their Dispatch K9 Unit Happiness Coordinator. 

Karen Van Seters, master emergency communications officer and also Penny’s owner said she has been very helpful for many in the department. 

“Lethbridge 911 we are the first link in the chain of emergency services so it can be quite high stress. We handle 150,000 events per year, we are the initial point of contact for every 911 call that comes in for our area and we call take in dispatch for Lethbridge fire, Lethbridge police and over 20 rural fire departments,” said Van Seters. 

She said she has been bringing Penny around since she was a puppy and she has become familiar with everyone and has helped them in any way she can. 

“When she was a baby puppy, if I noticed someone have taken a difficult call, I would just pick her up and give it to the dispatcher to take her and cuddle her and provide emotional support just by being there,” said Van Seters. 

And even though Penny does not have any official training as an emotional support animal, Van Seters said that doesn’t stop her from helping around. 

Shelly Kruger, wellness support specialist with the Lethbridge fire department said her role and Penny’s role are very important to help provide support. 

“Penny offers so much calm in the biggest storms that there are and provides emotional support to all of our members,” said Kruger. 

She said that due to the intense nature of the work for the entire emergency services, there is often an immediate need for wrap around services. 

“Penny is extremely important, but only one of the many wrap around services we offer for wellness and mental health,” said Kruger. 

She said Penny is almost on call, if there is ever a need and she is not in the building, she would let Van Seters know and she goes and picks her up. 

“We also offer IAFF peer support, critical incident stress management, psychological services, we have a chaplaincy program and myself, which is an on-site Wellness support specialist,” said Kruger. 

She said in her role she offers preventive wellness support, wellness coaching and external supports through things like personal support, one on one consultations and check-ins with members, a holistic Wellness which is a mental and physical health support programs as well as resilience coaching and confidence building.

When talking about what it is about Penny that helps members of the department, Kruger said she has asked around and everyone has a different way of expressing it. 

“We’ve asked members to see if there is a trend but there isn’t. Penny does something different to everyone. In the need of an immediate need, she can hold space while we pull in other supports externally, so she’s just so valuable here,” said Kruger.