This issue of AEDR contains two very intriguing studies that, on the surface, seem completely unconnected. Yet many important issues in emergency dispatch are interdependent when one chooses to look a little closer. One study, conducted with the participation of focus groups representing some of Utah’s diverse communities, tells us how members of those communities make their decisions to call 911, why they may not call even when true emergencies present to them, and what factors most influence their decision-making to call or not to call, including a finding that we may not always be delivering the righ
Previously, researchers have identified barriers and facilitators to using 911 in Black and Hispanic communities. However, there are many other groups that have access to 911 service, who have not yet been represented in the literature. Prior to this study, a Community Engagement Studio (a focus group forum) was held to solicit input from representatives of various diverse communities in Salt Lake Valley on their attitudes, experiences, and perceptions of their local 911 services.
The objective of this study was to describe the sources of stress, coping mechanisms, stress responses, workplace environments, support services, and employer strategies to mitigate stress experienced by emergency dispatchers.
In 2018, the Police Council of Standards reviewed and subsequently approved a proposal for change that includes additional instructions to callers, stating “Do not approach officers with any weapons in your hands, keep your hands visible at all times and follow their commands.”
Dr. Chris Olola is the Director of Biomedical Informatics and Research at the Academics, Research & Communications (ARC) Department of the International Academies of Emergency Dispatch (IAED).
