Emergency communications operators

In the past few years, there has been an increased awareness of the negative effects of long-term stress on first responders. However, research on Emergency Communication Operators (ECOs) has been extremely limited. There are several factors that contribute to ECO stress, including shift work, sleep difficulties, hyperarousal, lack of organizational support, lack of control, and perceived lower rank than other first responders. Chronic stress can contribute to mental health problems such as depression, anxiety, and substance abuse, as well as physical health problems (e.g., high blood pressure, weight fluctuation, a weakened immune system). Over time, this can lead to burnout and more employees taking sick leave. This increases costs for the organization due to time lost as well as healthcare-related costs. This chapter identifies stressors unique to ECOs, aspects of the law enforcement culture, and prevention and intervention strategies to mitigate these occupational hazards.