Emergency dispatch personnel play a crucial role in emergency response systems by serving as the initial point of contact during crises. The high-stress environment they operate in, coupled with the demanding nature of their responsibilities, raises concerns about their psychological well-being.
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.
Police officers, fire fighters, and emergency medical personnel are recognized for their hard work as on-scene responders, however the role of emergency dispatch is easily overlooked. The stressors that are seen in emergency responder work are also experienced by emergency dispatchers. While they are not experiencing these emergencies directly, this presents unique struggles for them.
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...
Lori Henricksen, director of the emergency telecommunications program for high schoolers at the Veterans Tribute Career and Technical Academy in Las Vegas (Nevada), discusses the creation of her program and the challenges it presents, as well as the benefits of training teenagers for careers in first response.
Chaplain Russell Myers, Allina Health EMS, talks about the role of chaplains in EMS and emergency dispatch. He discusses research he's conducted about the most stressful EMS calls as well as things to consider when deciding whether to bring a chaplain into your center...
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...
Emergency dispatchers report significant job stress, yet few controlled investigations examine their specific psychological complaints. Additionally, research examining the use of interventions directed at alleviating their work-related stress is limited. This study aims to examine the efficacy and feasibility of a mobile application (PTSD Coach) on various indicators of psychosocial well-being among emergency telecommunicator dispatchers. A sample of 117 emergency dispatchers attending the 2018 NAVIGATOR conference agreed to...
Historically, 911 professionals have not received specialized training in dispatch and call management related to mental crises and suicidality. This lack of training may contribute to lack of confidence and elevated anxiety in successfully handling these call types. A new model of training, Emergency Mental Health Dispatching™ (EMHD), which aims to equip 911 professionals to manage these calls has been developed to address this need. The objective of this case study was to measure the impact of EMHD via two specific aims. The first aim...
Isabel talks with Anne Camaro, assistant director of administration and training with the Cambridge Emergency Communications Department, and Jeremy DeMar, director of emergency communications for the city of Springfield, MA. They continue the discussion about the friends and family of 911 stress survey, including how it was...