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Emotional Labor in Emergency Dispatch: Gauging Effects of Training Protocols

Sharon H. Mastracci, PhD, Ian Adams, PhD(c)

Mar 04, 2020|AEDR 2019 Vol. 7 Issue 3|Original Research

Previous studies of emergency dispatch personnel have established high levels of emotional labor, burnout, and turnover intention among this population of first responders. This study is the first to investigate the effect of emergency dispatch script protocols on workplace outcomes of burnout and turnover intention. Hypotheses: The study tests two related hypotheses: Greater script comfort among emergency dispatchers will be associated with decreased emotional exhaustion (Hl) and decreased turnover intention (H2)...

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Impact of Work-Related Factors on Stress and Health among 911 Calltakers and Dispatchers in California

Kimberly D. Turner, MPA, ENP, Michele Lilly, Ana M. Gamez, PhD, MBA, Kassandra Kressler, MA

Apr 09, 2019|AEDR 2019 Vol. 7 Issue 1|Original Research

Empirical literature examining the health and wellness of emergency responders has continued to grow over the past decade. Yet there is a relative absence of literature on 911 telecommunicators, who are often the "first, first responders" in an emergency. Examination of work-related factors that enhance risk for stress and adverse outcomes may improve current prevention and intervention efforts in this population. Civilian 911 calltakers and dispatchers from the state of California (N = 833) participated in an online study to...

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An Exploration of Sources, Symptoms and Buffers of Occupational Stress in 9-1-1 Emergency Call Centers

Hendrika Meischke, PhD, MPH, Ian Painter, Michele Lilly, Randal Beaton, Debra Revere, Becca Calhoun, K. D. Seeley, Yvonne Carslay, Cathy Moe, Janet Baseman

Aug 01, 2015|AEDR 2015 Vol. 3 Issue 2|Original Research

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...

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