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

NCT02961621 | Completed

• 1 other identifier: STUDY00001920
• Study Type: interventional
• Target: 323
• Locations: 0 countries
• Sites: N/A

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.

Conditions

Stress, Psychological

Outcome Measures

Primary Outcomes (1)

• Calgary Symptoms of Stress Inventory

  Change in the Calgary Symptoms of Stress Inventory results

  Baseline, immediately post intervention and 3 months post intervention

Study Arms (2)

Stress Reduction Training Group

EXPERIMENTAL

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

Control Group

NO INTERVENTION

This group is a wait-list control and will be offered the training after all data collection has been completed.

Interventions

Stress Reduction Training for 9-1-1 Telecommunicators BEHAVIORAL

Stress Reduction Training Group

Eligibility Criteria

• Age: 21 Years+
• Sex: all
• Healthy Volunteers: No
• Age Groups: Adult (18-64), Older Adult (65+)

You may qualify if:

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

You may not qualify if:

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

Sponsors & Collaborators

• University of Washington: lead

Related Publications (2)

• Kerr DC, Ornelas IJ, Lilly MM, Calhoun R, Meischke H. Participant Engagement in and Perspectives on a Web-Based Mindfulness Intervention for 9-1-1 Telecommunicators: Multimethod Study. J Med Internet Res. 2019 Jun 19;21(6):e13449. doi: 10.2196/13449.

  PMID: 31219045 DERIVED

• Meischke H, Lilly M, Beaton R, Calhoun R, Tu A, Stangenes S, Painter I, Revere D, Baseman J. Protocol: a multi-level intervention program to reduce stress in 9-1-1 telecommunicators. BMC Public Health. 2018 May 2;18(1):570. doi: 10.1186/s12889-018-5471-0.

  PMID: 29716576 DERIVED

MeSH Terms

Conditions

Stress, Psychological

Condition Hierarchy (Ancestors)

Behavioral Symptoms; Behavior

Study Officials

• Hendrika Meischke, PhD, MPH

  University of Washington

  PRINCIPAL INVESTIGATOR

Study Design

• Study Type: interventional
• Phase: not applicable
• Allocation: RANDOMIZED
• Masking: NONE
• Purpose: PREVENTION
• Intervention Model: PARALLEL
• Sponsor Type: OTHER
• Responsible Party: PRINCIPAL INVESTIGATOR
• PI Title: Professor

Study Record Dates

• First Submitted: November 7, 2016
• First Posted: November 11, 2016
• Study Start: May 1, 2015
• Primary Completion: November 1, 2017
• Study Completion: December 15, 2017
• Last Updated: May 11, 2018

Record last verified: 2018-05

Data Sharing

• IPD Sharing: Will not share