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Exploring the Physical and Mental Health Challenges Associated with Emergency Service Call-Taking and Dispatching: A Review of the Literature

Published online by Cambridge University Press:  22 October 2019

Erin C. Smith ,
Lisa Holmes  and
Frederick M. Burkle Jr. Open the ORCID record for Frederick M. Burkle Jr. [Opens in a new window]
Erin C. Smith*
Affiliation:
Edith Cowan University, School of Medical and Health Sciences, Joondalup, Western Australia
Lisa Holmes
Affiliation:
Edith Cowan University, School of Medical and Health Sciences, Joondalup, Western Australia
Frederick M. Burkle Jr.
Affiliation:
Harvard University, Harvard Humanitarian Initiative, Cambridge, Massachusetts USA
*
Correspondence: Erin Smith, PhD, MPH, MClinEpi, Edith Cowan University, School of Medical and Health Sciences, 270 Joondalup Drive, Joondalup, Western Australia 6027, E-mail: erin.smith@ecu.edu.au
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Abstract

Introduction:

Emergency service (ambulance, police, fire) call-takers and dispatchers are often exposed to duty-related trauma, placing them at increased risk for developing mental health challenges like stress, anxiety, depression, and posttraumatic stress disorder (PTSD). Their unique working environment also puts them at-risk for physical health issues like obesity, headache, backache, and insomnia. Along with the stress associated with being on the receiving end of difficult calls, call-takers and dispatchers also deal with the pressure and demand of following protocol despite dealing with the variability of complex and stressful situations.

Methods:

A systematic literature review was conducted using the MEDLINE, PubMed, CINAHL, and PsychInfo databases.

Results:

A total of 25 publications were retrieved by the search strategy. The majority of studies (n = 13; 52%) reported a quantitative methodology, while nine (36%) reported the use of a qualitative research methodology. One study reported a mixed-methods methodology, one reported an evaluability assessment with semi-structured interviews, one reported on a case study, and one was a systematic review with a narrative synthesis.

Discussion:

Challenges to physical health included: shift-work leading to lack of physical activity, poor nutrition, and obesity; outdated and ergonomically ill-fitted equipment, and physically confining and isolating work spaces leading to physical injuries; inadequate breaks leading to fatigue; and high noise levels and poor lighting being correlated with higher cortisol levels. Challenges to mental health included: being exposed to traumatic calls; working in high-pressure environments with little downtime in between stressful calls; inadequate debriefing after stressful calls; inappropriate training for mental-health-related calls; and being exposed to verbally aggressive callers. Lack of support from leadership was an additional source of stress.

Conclusion:

Emergency service call-takers and dispatchers experience both physical and mental health challenges as a result of their work, which appears to be related to a range of both operational and support-based issues. Future research should explore the long-term effects of these physical and mental health challenges.

Keywords

call-takerdispatcheremergency servicehealthmental health
Type
Systematic Review
Information
Prehospital and Disaster Medicine , Volume 34 , Issue 6 , December 2019 , pp. 619 - 624
Copyright
© World Association for Disaster and Emergency Medicine 2019 

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