Multi-tasking to Hyper-tasking: Investigating the Impact of Next Generation 911 (NG911)

May 3, 2018 updated by: Hendrika Meischke, University of Washington

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.

Study Overview

Status

Completed

Conditions

Intervention / Treatment

Study Type

Interventional

Enrollment (Actual)

323

Phase

  • Not Applicable

Participation Criteria

Researchers look for people who fit a certain description, called eligibility criteria. Some examples of these criteria are a person's general health condition or prior treatments.

Eligibility Criteria

Ages Eligible for Study

21 years and older (Adult, Older Adult)

Accepts Healthy Volunteers

No

Genders Eligible for Study

All

Description

Inclusion Criteria:

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

Exclusion Criteria:

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

Study Plan

This section provides details of the study plan, including how the study is designed and what the study is measuring.

How is the study designed?

Design Details

  • Primary Purpose: Prevention
  • Allocation: Randomized
  • Interventional Model: Parallel Assignment
  • Masking: None (Open Label)

Arms and Interventions

Participant Group / Arm
Intervention / Treatment
Experimental: Stress Reduction Training Group
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
No Intervention: Control Group
This group is a wait-list control and will be offered the training after all data collection has been completed.

What is the study measuring?

Primary Outcome Measures

Outcome Measure
Measure Description
Time Frame
Calgary Symptoms of Stress Inventory
Time Frame: Baseline, immediately post intervention and 3 months post intervention
Change in the Calgary Symptoms of Stress Inventory results
Baseline, immediately post intervention and 3 months post intervention

Collaborators and Investigators

This is where you will find people and organizations involved with this study.

Sponsor

University of Washington

Investigators

  • Principal Investigator: Hendrika Meischke, PhD, MPH, University of Washington

Publications and helpful links

The person responsible for entering information about the study voluntarily provides these publications. These may be about anything related to the study.

General Publications

Study record dates

These dates track the progress of study record and summary results submissions to ClinicalTrials.gov. Study records and reported results are reviewed by the National Library of Medicine (NLM) to make sure they meet specific quality control standards before being posted on the public website.

Study Major Dates

Study Start

May 1, 2015

Primary Completion (Actual)

November 1, 2017

Study Completion (Actual)

December 15, 2017

Study Registration Dates

First Submitted

November 7, 2016

First Submitted That Met QC Criteria

November 10, 2016

First Posted (Estimate)

November 11, 2016

Study Record Updates

Last Update Posted (Actual)

May 11, 2018

Last Update Submitted That Met QC Criteria

May 3, 2018

Last Verified

May 1, 2018

More Information

Terms related to this study

Additional Relevant MeSH Terms

Other Study ID Numbers

  • STUDY00001920

Plan for Individual participant data (IPD)

Plan to Share Individual Participant Data (IPD)?

NO

This information was retrieved directly from the website clinicaltrials.gov without any changes. If you have any requests to change, remove or update your study details, please contact register@clinicaltrials.gov. As soon as a change is implemented on clinicaltrials.gov, this will be updated automatically on our website as well.

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