9-1-1 telecommunicators are uniquely exposed to numerous occupational stressors on an ongoing basis. Yet little is known about the sources of occupational stress and symptoms of stress in these workers and even less is known about variables that can serve as stressors or buffers to stress in the 9-1-1 call center work environment. We sought to explore the inter-relationships amongst job stressors, potential risk and protective factors, and symptoms of stress in 9-1-1 telecommunicators. Our long-term goal was to use outcomes of this study to guide and...
Language barriers during emergency calls can delay the delivery of care and jeopardize health outcomes for individuals with limited English proficiency (LEP). This study examines how Mandarin-speaking LEP callers and 911 Public Safety Telecommunicators (PSTs) navigate the critical task of address acquisition during medical emergencies. Using Conversation Analysis, we analyzed nine 911 calls in which callers were later connected to an interpreter only after providing their location.
There is a wealth of evidence suggesting that long work hours and burnout affect performance among nurses and physicians. However, no studies have investigated this relationship among non-medical health care providers such as Public Safety Telecommunicators (PSTs), who play a critical role in patient safety.
Although diverse factors associated with occupational stress have been examined, little is known about it among 9-1-1 Telecommunicators (TCs). As the first of the first responders, they experience post-traumatic stress disorder due to vicarious trauma and often work long-shifts and overtime. A more comprehensive assessment of the factors associated with stress among TCs is crucial for development of interventions to reduce occupational stress in call centers...
