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

Study Overview
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Brief Summary
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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.

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

Conditions
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Stress, Psychological

Intervention / Treatment
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* Behavioral: Stress Reduction Training for 9-1-1 Telecommunicators


Participation Criteria
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Eligibility Criteria
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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.

Ages Eligible for Study
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Minimum Age: 21 Years

Sexes Eligible for Study
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All

Accepts Healthy Volunteers
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No

Study Plan
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How is the study designed?
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Design Details

Primary Purpose: Prevention
Allocation: Randomized
Intervention Model: Parallel Assignment
Masking: None (Open Label)


Arms and Interventions

| Participant Group/Arm | Intervention/Treatment |
| --- | --- |
| Experimental: Stress Reduction Training Group<br>This group will complete a 7-week online mindfulness-based resiliency training: Stress Reduction Training for 9-1-1 Telecommunicators | Behavioral: Stress Reduction Training for 9-1-1 Telecommunicators<br> <br> |
| No Intervention: Control Group<br>This group is a wait-list control and will be offered the training after all data collection has been completed. | |

What is the study measuring?
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Primary Outcome Measures

| Outcome Measure | Measure Description | Time Frame |
| --- | --- | --- |
| Calgary Symptoms of Stress Inventory | Change in the Calgary Symptoms of Stress Inventory results | Baseline, immediately post intervention and 3 months post intervention |