Prevalence and risk factors of secondary traumatic stress in emergency call-takers and dispatchers – a cross-sectional study

Abstract

Background: Emergency call-takers and dispatchers (ECDs) field emergency calls and dispatch the appropriate emergency services. Exposure to the callers' traumatic experiences can lead to psychological stress and even to secondary traumatic stress (STS). In addition, previous studies suggest that ECDs may also suffer from posttraumatic stress disorder (PTSD), depression and anxiety disorders. Objectives: To investigate the prevalence of STS and to screen for PTSD, depression and anxiety disorders in ECDs. We further aimed to identify sociodemographic variables and attachment styles as possible risk factors for higher STS symptom load in ECDs. Methods: STS and PTSD regarding lifetime traumatic events, as well as depression and anxiety disorders, were investigated in N = 71 ECDs. Multiple regression analysis was performed to identify possible risk factors for higher STS symptom load. Results: The analysis determined a prevalence of 8.5% for moderate STS and 2.8% for severe STS. A total of 11.3% of the ECDs screened positive for PTSD, 15.5% for depression and 7.0% for anxiety disorders. A higher number of children and the absence of a secure attachment style were identified to be significantly associated with higher STS symptom load. Conclusions: STS resulting from exposure to traumatic emergency caller content is a common phenomenon among ECDs. Specific sociodemographic variables and the attachment style are significant risk factors of STS symptom load. ECDs should receive regular psychoeducational interventions and supervision to identify and mitigate mental distress at an early stage.

Polish Emergency Dispatchers During a COVID-19 Pandemic – Burnout Syndrome, Perceived Stress, and Self-Efficacy. Effects of Multidimensional Path Analysis

“…The health and life of another person may depend on the correct selection and evaluation of the obtained information (Forslund et al, 2004;Meischke et al, 2010). Although the contact of the emergency number operator with traumatic stressors is made by phone, it is as stressful as direct contact (Golding et al, 2017;Kindermann et al, 2020). Conversation with a traumatized person may give the operator symptoms of peritraumatic stress, secondary post-traumatic stress (secondary traumatic stress, STS), PTSD and other anxiety disorders as well as depressive symptoms (Baseman et al, 2018;Klasa, 2020).…”

“…The social and economic costs of work-related stress from employee absenteeism, health and social care and loss of productivity are high worldwide (Chirico, 2017b). Predictors of stress at work of ECD are also: young age, female gender, lower level of education and lack of social and family support (Kindermann et al, 2020). Environmental and individual factors can buffer the negative effects of stress.…”

Burnout and Perceived Stress of Polish Emergency Call Takers and Dispatchers

“…Meanwhile, the health and life of another person may depend on the correct selection and assessment of the information obtained [ 2 , 3 ]. Despite the fact that the contact of the emergency number operator with traumatic stressors is made indirectly, by phone, scientists prove that it is as emotional as direct contact [ 4 , 5 ]. Conversation with a traumatized person may give ECDs symptoms of peritraumatic stress, secondary traumatic stress (STS), PTSD and other anxiety disorders, as well as depressive symptoms [ 6 , 7 ].…”

“…Excessive involvement in work, ways of coping with work stress which are exhausting for psychophysical strength were indicated as predictors of work stress [ 1 ]. Risk factors are also: young age, female gender, lower education and lack of social and family support [ 5 ]. The ECDs’ work environment also exposes them to somatic health problems.…”

“…The acceptance of the psychological stress variable into the burnout study allows us to see the role of cognitive assessment in the relationship between objective stressors and burnout. Predictors of stress at work of ECD are: young age, female gender, lower level of education and lack of social and family support [ 5 ]. Personal resources, understood as a person’s traits or state of mind, including their convictions on having control and influence over their work environment, play an important role in the phenomenon described above.…”