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

Published on Dec 1, 2018in BMC Public Health 2.42
· DOI :10.1186/s12889-018-5510-x
Janet G. Baseman11
Estimated H-index: 11
(UW: University of Washington),
Debra Revere11
Estimated H-index: 11
(UW: University of Washington)
+ 5 AuthorsHendrika Meischke1
Estimated H-index: 1
(UW: University of Washington)
Abstract
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 stressed is unknown. There is concern that these technology changes will increase stress, reduce job performance, contribute to maladaptive coping strategies, lower employee retention, or change morale in the workplace. Understanding these impacts to inform approaches for mitigating the health and performance risks associated with new technologies is crucial for ensuring the 911 system fulfills its mission of providing optimal emergency response to the public. Our project is an observational, prospective cohort study framed by the first new technology that will be implemented: text-to-911 calling. Emergency center call takers will be recruited nationwide. Data will be collected by online surveys distributed at each center before text-to-911 implementation; within the first month of implementation; and 6 months after implementation. Primary outcome measures are stress as measured by the Calgary Symptoms of Stress Index, use of sick leave, job performance, and job satisfaction. Primary analyses will use mixed effects regression models and mixed effects logistic regression models to estimate the change in outcome variables associated with text-to-911 implementation. Multiple secondary analyses will examine effects of stress on absenteeism; associations between technology attitudes and stress; effects of implementation on attitudes towards technology; and mitigating effects of job demands, job satisfaction, attitudes towards workplace technology and workplace support on change in stress. Our public health dependence on this workforce for our security and safety makes it imperative that the impact of technological changes such as text-to-911 are researched so appropriate intervention efforts to can be developed. Failing to protect our 9–1-1 call takers from predictable health risks would be similar to knowingly exposing field emergency responders to a toxic situation without following OSHA required training and practice standards assuring their protection.
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Published on Jun 1, 2015in Journal of Traumatic Stress 2.46
Michelle M. Lilly12
Estimated H-index: 12
(NIU: Northern Illinois University),
Christy E. Allen3
Estimated H-index: 3
(NIU: Northern Illinois University)
Mental health in 9-1-1 telecommunicators has been understudied in comparison to other emergency responders. This study enrolled a sample of telecommunicators from across the United States (N = 808). As measured by self-report, the prevalence of current probable posttraumatic stress disorder (PTSD) was 17.6% to 24.6%; it was 23.9% for probable major depression. Structural equation modeling revealed a significant direct effect of psychological inflexibility on psychopathology (path coefficient = ....
7 Citations Source Cite
Published on May 1, 2014in Psychosomatic Medicine 3.81
Kristin Zernicke4
Estimated H-index: 4
,
Tavis S. Campbell29
Estimated H-index: 29
+ 3 AuthorsLinda E. Carlson53
Estimated H-index: 53
Methods: Sixty-two men and women exhibiting moderate to high distress within 3 years of completing primary cancer treatment without access to in-person MBCR were randomized to either immediate online MBCR (n = 30) or to wait for the next available program (n = 32). Participants completed questionnaires preintervention and postintervention or wait period online. Program evaluations were completed after MBCR. Feasibility was tracked through monitoring eligibility and participation through the prot...
53 Citations Source Cite
Published on Jan 1, 2014in Journal of Consulting and Clinical Psychology 4.54
Eric L. Garland34
Estimated H-index: 34
(UofU: University of Utah),
Eron G. Manusov8
Estimated H-index: 8
(Duke University)
+ 3 AuthorsMatthew O. Howard33
Estimated H-index: 33
(UNC: University of North Carolina at Chapel Hill)
Prescription opioid misuse is an emerging public health concern with significant health and psychological risks. Though opioid analgesic therapy for chronic pain is often efficacious, and most patients take medicine as prescribed, some individuals exhibit addictive tendencies toward opioids (Fishbain, Cole, Lewis, Rosomoff, & Rosomoff, 2007). Opioid addiction among chronic pain patients involves cognitive, affective, and behavioral dysregulation that, when coupled with persistent or worsening pa...
107 Citations Source Cite
Published on Sep 1, 2013in International Journal of Behavioral Medicine 2.01
Kristin A. Zernicke4
Estimated H-index: 4
(U of C: University of Calgary),
Tavis S. Campbell29
Estimated H-index: 29
(U of C: University of Calgary)
+ 4 AuthorsLinda E. Carlson53
Estimated H-index: 53
(U of C: University of Calgary)
Background Irritable bowel syndrome (IBS) is a functional disorder of the lower gastrointestinal (GI) tract affected by stress, which may benefit from a biopsychosocial treatment approach such as mindfulness-based stress reduction (MBSR).
65 Citations Source Cite
Published on Jun 1, 2013in Prehospital and Disaster Medicine
Lauren N. Carroll3
Estimated H-index: 3
(UW: University of Washington),
Rebecca Calhoun5
Estimated H-index: 5
(UW: University of Washington)
+ 2 AuthorsHendrika Meischke33
Estimated H-index: 33
(UW: University of Washington)
Introduction The emergency telephone number 9-1-1 serves as a lifeline to the public during emergencies, and first responders rely on information gathered by 9-1-1 telecommunicators who speak with callers. Timely, accurate information from the telecommunicators is essential for providing appropriate care on scene. Language barriers can hamper these efforts and result in less efficient information exchange. Although 9-1-1 telecommunicators may access over-the-phone interpreter (OPI) services to f...
5 Citations Source Cite
Shanti Kulkarni12
Estimated H-index: 12
,
Holly Bell15
Estimated H-index: 15
+ 1 AuthorsRobert Herman-Smith5
Estimated H-index: 5
Research on workplace wellness often neglects the role of organizational factors in preventing negative effects and promoting positive outcomes for service providers. Using a person–environment fit model, which highlights compatibility between an individual worker’s characteristics and his or her work environment, we examine key risk and protective factors that might contribute to the well-being of domestic violence services providers. Service providers working in domestic violence agencies comp...
28 Citations Source Cite
Michelle M. Lilly12
Estimated H-index: 12
(NIU: Northern Illinois University),
Heather Pierce2
Estimated H-index: 2
(NIU: Northern Illinois University)
Continued exposure to trauma increases risk for both depression and PTSD. This may be particularly true for individuals with work-related exposure to trauma such as 911 telecommunicators, a group with significant exposure to work-related trauma that has received limited empirical attention. The present study examines current symptoms of PTSD and depression in telecommunicators and the extent to which peritraumatic distress and world assumptions interact to predict psychopathology. A sample of 17...
18 Citations Source Cite
Published on Dec 1, 2012in Journal of Affective Disorders 3.79
Jari J. Hakanen21
Estimated H-index: 21
(Finnish Institute of Occupational Health),
Wilmar B. Schaufeli103
Estimated H-index: 103
(UU: Utrecht University)
Abstract Background Burnout and work engagement have been viewed as opposite, yet distinct states of employee well-being. We investigated whether work-related indicators of well-being (i.e. burnout and work engagement) spill-over and generalize to context-free well-being (i.e. depressive symptoms and life satisfaction). More specifically, we examined the causal direction: does burnout/work engagement lead to depressive symptoms/life satisfaction, or the other way around? Methods Three surveys we...
288 Citations Source Cite
Published on Aug 1, 2012in Journal of Marriage and Family 2.80
Soo Jung Jang4
Estimated H-index: 4
(DU: Dankook University),
Allison Zippay11
Estimated H-index: 11
(RU: Rutgers University),
Rhokeun Park5
Estimated H-index: 5
(Kwangwoon University)
Employer initiatives that address the spillover of work strain onto family life include flexible work schedules. This study explored the mediating role of negative work - family spillover in the relationship between schedule flexibility and employee stress and the moderating roles of gender, family workload, and single-parent status. Data were drawn from the 2008 National Study of the Changing Workforce, a nationally representative sample of working adults (N = 2, 769). The results indicated tha...
18 Citations Source Cite
Published on Jul 1, 2012in Clinical Psychology Review 9.58
Peter T. Haugen5
Estimated H-index: 5
(NYU: New York University),
Mark Evces6
Estimated H-index: 6
(NYU: New York University),
Daniel S. Weiss38
Estimated H-index: 38
(UCSF: University of California, San Francisco)
Abstract First responders are generally considered to be at greater risk for full or partial posttraumatic stress disorder (PTSD) than most other occupations because their duties routinely entail confrontation with traumatic stressors. These critical incidents typically involve exposure to life threat, either directly or as a witness. There is a substantial literature that has examined the risk factors, symptom presentation, course, and comorbidities of PTSD in this population. However, to our k...
64 Citations Source Cite