CAN-Intervention study to reduce musculoskeletal disorders and psychological health problems in 911 emergency call centre 19.01.2012
A multidisciplinary study led to better identification of the aspects of the mental load related to MSDs and the mental health problems of 9-1-1 emergency call centre dispatchers, a profession that has not been extensively studied by researchers up to now.
The study shows that their work is far from being that of a “simple call dispatcher” since they must efficiently manage the flow of calls, their complexity, relational problems with their callers, and dramatic situations. To better prevent occupational injuries, individual and collective support managed by the employer must be developed from the experience acquired by the dispatchers themselves. This involves the sharing of knowledge on the handling of complex and emotionally demanding calls, training for major emergency situations, relations with first responders, and the establishment of psychological support after a traumatic event. In addition, the study recommends that the reality of these “guardians in the shadows who are closely watching at the end of the line” be better known and made visible.
Free download (In French)
EU-OSHA information: 'Emergency services: occupational safety and health risks'
