High job demands mean high turnover for public safety telecommunicators (also known as: 9-1-1 call-operators or emergency dispatch). Personnel turnover place 9-1-1 call centers in an understaffed situation, which also reduces operational effectiveness and risk to communities.
Studies have cited dispatcher claims of significant emotional, mental, and physical stress as a result of their work, however, there is very little literature that ranks in order of prevalence or severity the factors contributing to overall stress specific to emergency dispatchers. The aim of this study is to collect data that will complement other research findings in this field to inform the development of new programs designed to address specific factors contributing to dispatch stress and build better psychological health among this group.
High job demands in 9-1-1 centers mean high turnover which place 9-1-1 centers in an understaffed situation. Understanding the public safety telecommunicator perspectives that further describe the life-or-death protective nature of the work can lead to improved retention.
There is now substantial research literature on the occupational stress among emergency dispatchers from multiple studies that have cited dispatcher claims of significant emotional, mental, and physical stress as a result of their work. However, there is very little literature that ranks in order of prevalence or severity the factors contributing to overall stress specific to emergency dispatchers. The aim of this study is to collect data that will complement other research findings in this field to inform the development of new programs designed to address specific...