Sustainable Coping Among Experienced 911 Operators
Abstract
Research has identified 911 operators to be at great risk for developing post-traumatic stress disorder, depression, anxiety, and burnout. In light of this finding, there is a need for preventive practices as well as and interventions for this population of emergency personnel. In the present study, the focus is on individual coping strategies of those with on-the-job experience.
To explore the coping strategies used by 911 operators, this study focused on a sample population of experienced workers. Data was gathered through qualitative semi-structured interviews conducted with a diverse sample of 911 operators from a Canadian police service. The interview data was analyzed using a qualitative content procedure. The resulting themes included personal traits and perspectives, support in the workplace, communication of feelings and needs, cultivating a work-life balance, taking time away from the problem, and addressing thoughts and feelings that arise in response to the problem. These themes are compared and contrasted with the available literature.