Impact of New Technologies on Stress, Attrition and Well-Being in Emergency Call Centers: The NextGeneration 9-1-1 Study Protocol

Details

• Personal Author:
  Baseman J ; Beaton R ; Calhoun R ; Lilly M ; Meischke H ; Painter I ; Revere D ; Stangenes S
• Description:
  BACKGROUND: 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. METHODS: 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. DISCUSSION: 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. [Description provided by NIOSH]
• Subjects:
  Decision Making Emergencies Emergency Responders Mental Health Nervous System Occupational Health Public Health Safety Shift Work Schedule Staff Development Stress, Psychological Workplace

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• Keywords:
  Cognitive Function Communication Systems Communication Workers Decision Making Emergency Management Emergency Medical Services Workers Emergency Responders Emergency Response Emerging Technology Emotional Stress EMS Intervention Intervention Effectiveness Job Stress Long Work Hours Physical Reactions Post-traumatic Stress Disorder Psychological Effects Psychological Stress PTSD Public Health Shift Work Shift Workers Stress Stress Analysis Telephone Operators Training Work Environment Work Organization

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• ISSN:
  1471-2458
• Document Type:
  Text
• Funding:
  Grant
• Genre:
  Journal Article
• Place as Subject:
  Illinois ; OSHA Region 10 ; OSHA Region 5 ; Washington
• CIO:
  National Institute for Occupational Safety and Health (NIOSH)
• Topic:
  Workplace Safety & Health
• Location:
  North America
• Volume:
  18
• NIOSHTIC Number:
  nn:20051522
• Citation:
  BMC Public Health 2018 May; 18:597
• Contact Point Address:
  Debra Revere, Department of Health Services, University of Washington, Northwest Center for Public Health Practice, 1107 NE 45th St., Suite 400, Seattle, WA 98105
• Email:
  drevere@uw.edu
• Federal Fiscal Year:
  2018
• NORA Priority Area:
  Public Safety
• Performing Organization:
  University of Washington, Seattle
• Peer Reviewed:
  True
• Start Date:
  20140901
• Source Full Name:
  BMC Public Health
• End Date:
  20180831
• Collection(s):
  National Institute for Occupational Safety and Health
• Main Document Checksum:
  urn:sha-512:7e7b1e0b5b1b2e4946ae813f18d2b2d8279676b081d177e25ebaaac025bd39e81c1b5c833cb654272293bb337d2da695f66488ac210409d28d42ea5b11f4efe8
• Download URL:
  https://stacks.cdc.gov/view/cdc/211428/cdc_211428_DS1.pdf
• File Type:
  [PDF - 615.21 KB ]