Employer Toolkit
One of My Operators Had a Bad Call
A practical toolkit for supervisors and owners — what to do in the hours, days, and weeks after an operator experiences a difficult call.
Immediately after the incident
- Make sure the operator is physically safe and not still on the scene alone.
- Offer a quiet space and something to drink. Don't send them straight to another call if you can help it.
- Let them know what happens next — no surprises, no pressure to talk.
The next 24 hours
- Check in once, briefly. Don't push for details.
- Remind them of any EAP or support available — put it in writing.
- Offer time off or a lighter schedule if possible.
The following days
- Watch for withdrawal, anger, sleep trouble, or drinking — without interrogating.
- Keep the door open for them to come to you.
- Brief the rest of the crew sensitively — no gossip, no graphic detail.
Talking to the employee
Private, plain, no judgment. 'That was a hard one. How are you doing with it?' Listen more than you talk.
Supporting coworkers
Others on scene may be affected too. Acknowledge it openly and offer the same resources to everyone.
Returning to work
Ease them back. Don't force the same type of call immediately. Check in after the first few shifts.
What supervisors should avoid
Don't minimize ('we've all seen worse'), don't joke about it, don't push them to 'shake it off,' and don't make them feel weak for struggling.
Supervisor Checklist
A printable one-page checklist for the first 72 hours after a difficult call.
