Exploring Canadian Public Safety Communicator Mental Health Help-Seeking Behaviors

Public safety communicators are the first line of support for members of the public-facing emergency situations. Consequently, communicators are exposed to potentially psychologically traumatic events (PPTE) which are associated with an increase in the prevalence of mental health concerns. For communicators, PPTE exposure and the subsequent negative mental health consequences are exacerbated by low engagement in mental health help-seeking behavior. We surveyed (n = 361) Canadian public safety communicators, asking "What do you think stops people from getting help for their mental health" to identify, contextualize, and provide considerations about contributors to the lack of mental health help-seeking among communicators. Emergent theme analysis reveals 7 factors that circumvent help-seeking: access barriers; self-denial; consequences of seeking help; lack of knowledge; personal feelings; stigma and culture; and support. Discovering hindrances to help-seeking identifies how factors contribute to communications employee wellness and supports the creation of effective interventions and policy implementations to support communicator mental health.

Stress by Design: A Scoping Review of Structural Stress of Emergency Telecommunicators

BACKGROUND

Most agree that occupational stress is caused by workplace strains, tensions, and demands that originate from characteristics of the work. The accumulation of multiple types of stress has been found to have calamitous effects on health and well-being. One such occupation, emergency telecommunicators, experiences a multitude of stressors within their day-to-day work environment. Structural stressors are the sources of stress that are embedded in the way the work is designed and reinforced through workplace policies, practices, and procedures. This scoping review aimed to analyze occupational stressors directly promulgated by the structure and work design that impact emergency telecommunicators and to identify recommended organizational interventions.

METHODS

This scoping review utilized the methodological framework of Arksey and O'Malley which examined research literature, identified gaps in the literature, and mapped key concepts. Electronic databases of CINAHL, MEDLINE, PsychINFO, PychNET, PubMed, Social Index, and Academic Search Complete were used to identify relevant literature on occupational stress of emergency telecommunicators.

RESULTS

Across 17 included articles, four key themes related to workplace stressors of emergency telecommunicators were identified: (a) staffing problems, (b) poor physical work environment, (c) career development issues, and (d) inequity. The four themes were derived from literature to extract stressors related to workplace policies, procedures, and practices. Implications for stakeholders to reduce stress were interwoven in the themes. This review aimed to expand on existing literature pertaining to structural stressors that have an impact on emergency telecommunicators.

Systematic review and meta-analysis on the mental health of emergency and urgent call-handlers and dispatchers

BACKGROUND

Call-handlers and dispatchers (CHDs) working in specialized emergency and urgent communication centres are essential in supporting public safety and health. Evidence suggests that these professionals are at increased risk of mental health conditions, including post-traumatic stress disorder (PTSD), depression, anxiety and alcohol abuse among other conditions; however, reliable prevalence estimates remain undetermined.

AIMS

We provide the estimated pooled prevalence for PTSD, depression, anxiety and hazardous drinking among emergency and urgent CHDs globally.

METHODS

We searched 10 electronic databases, grey literature and the Annals of Emergency Dispatch and Response. Eligible studies reported original quantitative data and used validated self-reported measures on the prevalence of mental health conditions of interest (i.e. PTSD, depression, anxiety and alcohol use) within CHD professionals. Three reviewers independently screened results for eligibility. Prevalence estimates were pooled using random-effects meta-analyses.

RESULTS

In total, 16 857 references were retrieved. From these, 183 full-text articles were assessed for eligibility, of which 37 articles were included in this systematic review, and 13 articles provided necessary quantitative information for meta-analyses. In total, 7759 CHDs were considered across nine different countries. The overall pooled prevalence for PTSD was 17.8% (95% confidence interval [CI] 12.4-24.0%), depression was 28.2% (95% CI 20.7-36.2%), anxiety was 17.2% (95% CI 6.6-31.5%) and hazardous drinking was 17.8% (95% CI 6.9-32.2%).

CONCLUSIONS

These findings indicate CHDs are at significant risk of mental health problems. Further quantitative and qualitative research is warranted to help understand the psychological risks of working as a CHD and guide appropriate psychological support.

Mediating Role of Stress at Work in the Relationship of Alexithymia and PTSD among Emergency Call Operators

Aim: The main purpose of this research was to investigate the relationship between alexithymia, stress at work, and post-traumatic stress disorder (PTSD) in impact emergency call center operators working in Poland (province of Greater Poland). The risk of exposure to critical life events was also considered. Methods: Data were collected using self-report questionnaires administered after dispatchers’ shifts. The emergency call center operators (N = 66) completed the Impact of Event Scale—Revised, 20-item Toronto Alexithymia Scale, Workplace Perceived Stress Questionnaire, and a questionnaire measuring the frequency and intensity of potentially traumatic events faced by emergency operators (a questionnaire developed by the authors). Results: Twenty of the most frequent events (e.g., child sexual harassment, rape, etc.) were identified. Results indicated that post-traumatic stress positively correlated with (a) work-related stress and (b) one aspect of alexithymia: difficulty expressing feelings. Additionally, work-related stress was identified as a mediator for the relation between alexithymia and the intensity of post-traumatic stress. Conclusions: The results of this study confirm that emergency operators are a high-risk group for the development of PTSD. The study results suggest that performing the work of an emergency dispatcher is not only demanding but also inherently involves participation in potentially traumatic events (as encountered through emergency calls).