Out of the Shadows: Illuminating the Work, Organization, and Health of Public Safety Communicators

• In Event: Police Training: Mental Health and Stress

Abstract

In 2016, Canada’s federal government recognized the unique challenges faced by public safety professionals and called for research on operational stress injuries. While studies on paramedics, firefighters, police officers, and correctional officers have expanded, public safety communicators such as 911 operators, dispatchers, and tactical radio personnel remain overlooked despite facing high levels of burnout and PTSD. This study aims to address that gap. This presentation will (1) examine the health and wellness outcomes for communicators in Alberta and (2) explore their primary sources of stress and job satisfaction. We hypothesize that communicators experience a higher prevalence of PTSD compared to other first responders, with organizational factors, especially leadership, being key stressors. Using a trauma-informed approach, a social-ecological model, and a mixed-method design, the research surveyed (n=160) and interviewed (n=60) communicators from EMS, fire, and police services across Alberta. The findings indicate that communicators face higher levels of stress and PTSD than other first responders, with organizational issues, particularly around supervision, being significant contributors. This study offers the first evidence-based assessment of communicators' health and stressors in Alberta, providing insights to improve practices and foster a healthier, more resilient workforce, ultimately benefiting both communicators and the communities they serve.

Authors

• Marcella Siqueira Cassiano, University of Winnipeg

• Douglas Johnson, MacEwan University

• Meghan Mitchell, University of North Dakota

• Tracie Afifi, University of Manitoba

• Katharina Maier, University of Winnipeg

• Neil McDonald, Manitoba University

• Tim Williams, MacEwan University

• Rosemary Ricciardelli, Memorial University of Newfoundland