Impact of new technologies on stress, attrition and well-being in emergency call centers: the NextGeneration 9–1-1 study protocol

Our public health emergency response system relies on the “first of the first responders”—the emergency call center workforce that handles the emergency needs of a public in distress. Call centers across the United States have been preparing for the “Next Generation 9-1-1” initiative, which will allow citizens to place 9–1-1 calls using a variety of digital technologies. The impacts of this initiative on a workforce that is already highly...