Evaluation of call volume and negative emotions in emergency response system telecommunicators: a prospective, intensive longitudinal investigation.

ABSTRACT: Emergency telecommunicators are essential first responders tasked with coordinated communication within the emergency response system (ERS). Despite their exposure to significant job demands, little is known about the effect of call load or call type on emotional state within these workers. Therefore, we employed a prospective, intensive longitudinal design to examine whether emergency-eligible call volume would lead to higher intensity negative emotions post-shift when controlling for pre-shift negative emotions and a number of other work and individual factors, including work duration and night shift. A total of 47 ERS telecommunicators (dispatchers, operators, other) completed ratings over working shifts within a two-week period. Call frequency was gathered through the agency Computer-A

SUBMITTER: Hoang M 

PROVIDER: S-EPMC9114781 | biostudies-literature | 2022

REPOSITORIES: biostudies-literature