Compassion fatigue, compassion satisfaction, burnout, and peritraumatic disassociation in 9-1-1 telecommunicators; 9-1-1 in crisis

• Main Author: Goold, Michael
• Format: Dissertation
• Language: English
• Published: ProQuest Dissertations & Theses 01.01.2009
• Subjects: Background checks; Behavior; Burnout; Caregivers; Cognition & reasoning; Cognitive ability; Communication; Criminal investigations; Criminal liability; Domestic violence; Emergency services; Employees; Employment; Knowledge; Management; Memory; Motor ability; Murders & murder attempts; Occupational psychology; Pain; Perceptions; Prescribed fire; Skills; Social conflict; Stress; Studies; Telephone companies; Telephone numbers; Women; Workforce planning
• ISBN: 1109629753; 9781109629750

Methodology. The occupational experiences of 9-1-1 telecommunicators listening to the traumatic events of others were investigated using a descriptive research approach that gathered quantitative and qualitative data. Telephonic interviews were conducted to provide additional qualitative data. Methodology. The Professional Quality of Life Scale (ProQOL) was used to measure compassion fatigue, compassion satisfaction, and burnout. Each subscale consisted of 10 items rated on a 6 point Liked scale. The Peritraumatic Disassociation Experience Questionnaire (PDEQ) was used to measure the amounts of depersonalization, amnesia, out of body experiences, and altered time perceptions at the time of the incidents. Findings. The majority of respondents were female (83%) and worked a combined role of call taker and dispatcher (73%). The ethnic majority was Caucasian (61%) followed by Latino (14%). Most of the respondents had some form of college (90%). The majority of respondents worked for a Police/Fire PSAP (67%) followed by the California Highway Patrol (23%). Content analysis of the response data identified thematic elements regarding the traumatic event; the actual call, people actually being killed or dying on the phone, background noises (screams of victims or witnesses, comments by suspects, and cries of children), and the 9-1-1 telecommunicator's personal feelings during or shortly after the call. PDEQ scores indicated respondents were experiencing some of the elements was "somewhat true". Conclusions. PSAP mangers in the state of California are in need of leadership training and recognizing signs and symptoms of traumatic stress. Additionally, 9-1-1 telecommunicators in unstable relationships were negatively influenced by that stressor than traumatic 9-1-1 calls. Recommendations. The California POST must add additional training to the basic dispatcher course that addresses compassion fatigue, compassion satisfaction, burnout, and peritraumatic disassociation. California POST must also create a 40 hour training for PSAP managers.