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The Lived Experiences Of 911 Telecommunicators: Life Outside Of The Call Center, Mary's Dariela Martinez

Theses and Dissertations

911 operators are tasked with solving the caller's problem by promptly and efficiently decoding a cry for help, collecting pertinent information, quickly deciding its priority level, and dispatching the appropriate assistance. These employees are responsible for what happens on that line, internalizing their problems to solve those of the callers, which often result in stress disorders, trauma, and personal, professional, and social issues. Their job duties are extensive, the responsibility is vast, and the overall environment can be overwhelming. Aside from the environmental stressors, the details of each critical incident leave the employee susceptible to various risk factors and other …