Annals of Emergency Dispatch & Response Logo

stress management

Stress & Wellbeing in Emergency Dispatchers

Paul J. Bourgeois, Ph.D., CRC, NCC, Emily Hotz, B.A., Sharon Kwok, B.A.

Aug 11, 2021|Research Posters

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.

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Using a Mobile Application to Address Stress-Related Symptoms in Emergency Dispatchers

Emy Wilis, MS, Deborah Beidel, PhD, ABPP, Clint Bowers, PhD, Sandra Neer, PhD

Jun 03, 2020|AEDR 2020 Vol. 8 Issue 1|Original Research

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...

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Measuring the Impact of Training on Emergency Medical Dispatcher Management of General Mental Crisis Calls and Suicide Calls

Jim Marshall, MA, Daniel Ashwood, PhD, Angie Fox, Jim Soukup

May 29, 2020|AEDR 2020 Vol. 8 Issue 1|Original Research

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...

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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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Factors Contributing to Stress Levels of Emergency Dispatchers

Kate Wahlgren, EMD, Audrey Fraizer, Mike Taigman, MS, Marc Gay, Ronald Williscroft, QI, EMD, Dawn Faudere, EMT-P, EMD-Q, Andre Jones, PhDc, Christopher Olola, PhD

Jan 20, 2021|AEDR 2020 Vol. 8 Issue 3|Original Research

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...

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Multilevel Factors Associated with Stress in 9-1-1 Telecommunicators

Hwa Young Chae, MPH, PhD, Hendrika Meischke, PhD, MPH

Jun 22, 2021|AEDR 2021 Vol. 9 Issue 1|Original Research

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...

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