Author: Kim Rigden, BA

“For Us, It’s the Only Way:” Characteristics of ACE Achievement and Barriers to Success

Relatively few dispatch agencies using the International Academies of Emergency Dispatch protocol systems have achieved Accredited Center of Excellence (ACE) status. Despite ACE being the gold standard for implementation of these systems, no research exists about either barrier to ACE achievement or drivers of ACE success. s: The objectives of this study were to describe the barriers to achieving ACE and to identify characteristics that indicate success with respect to achieving and maintaining ACE status. Methods: In-depth, semi-structured interviews were...

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Stress Management: Stress and the 911 Dispatcher

This paper was originally published in the August 2009 issue of the Emergency Number Professional Magazine. The publication is no longer in print, so we are posting this here for digital reference with the permission of NENA The 9-1-1 Association. Burnout: A state of emotional, mental and physical exhaustion caused by excessive and prolonged stress. It occurs when you feel overwhelmed and unable to meet constant demands. As stress continues, you begin to lose the interest or motivation that led you to take on a certain role in the first place.1 Compassion Fatigue: A state experience by...

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