Multi-tasking to Hyper-tasking: Investigating the Impact of Next Generation 911

Not Applicable

Completed

• Conditions: Stress, Psychological
• Interventions: Behavioral: Stress Reduction Training for 9-1-1 Telecommunicators

• Registration Number: NCT02961621
• Lead Sponsor: University of Washington

Brief Summary

Emergency call centers across the country are preparing for the Next Generation 911 (NG911) initiative, which will allow citizens to place 9-1-1 "calls" using digital technologies such as text messaging, email, Skype or instant messaging, and will expand emergency information sources to also include streaming video, photo uploads, and automatic crash notifications. The impact of these new information and communication technologies on those tasked with using them in time-sensitive emergency situations is unknown. Our study is designed to address the following hypotheses: 1) We hypothesize that NG911 implementation will have a significant effect on telecommunicator stress levels and 2) A resiliency training tailored to the needs of telecommunicators will mitigate the impact on NG911 implementation on stress levels. We will test these hypotheses through the following specific aims:

Aim 1: Measure levels of stress, job satisfaction and job performance among 9-1-1 telecommunicators before and after the NG911 implementation.

Aim 2: Develop and test the efficacy of an evidence-based resiliency training and worker support intervention to improve psychological well-being and job performance of 9-1-1 telecommunicators.

Aim 3: Build an ABM tool of 9-1-1 call centers to improve 9-1-1 telecommunicator workforce training and smooth transitions to future call center innovations.

Detailed Description

Not available

Study Timeline

• Study Start: 2015-05-01
• Study First Submitted: 2016-11-07
• Study First Submitted QC: 2016-11-10
• Study First Posted: 2016-11-11
• Primary Completion: 2017-11-01
• Study Completion: 2017-12-15
• Status Verified: 2018-05
• Last Update Submitted: 2018-05-03
• Last Update Posted: 2018-05-11

Recruitment & Eligibility

• Status: COMPLETED
• Sex: All
• Target Recruitment: 323

Inclusion Criteria

• subjects must be 9-1-1 telecommunicators (call receivers and dispatchers) who work at participating call centers and consent to participate.

Exclusion Criteria

• We will exclude subjects who do not consent to participate
• We will exclude subjects who do not confirm that they are 21 or older.

Study & Design

• Study Type: INTERVENTIONAL
• Study Design: PARALLEL

Arm && Interventions

Group	Intervention	Description
Stress Reduction Training Group	Stress Reduction Training for 9-1-1 Telecommunicators	This group will complete a 7-week online mindfulness-based resiliency training: Stress Reduction Training for 9-1-1 Telecommunicators

Primary Outcome Measures

Name	Time	Method
Calgary Symptoms of Stress Inventory	Baseline, immediately post intervention and 3 months post intervention	Change in the Calgary Symptoms of Stress Inventory results