"Death doesn't sound like it does in the movies". Understanding the experiences of police emergency call handlers with regards to mental health and trauma.

• In Event: Improving the wellbeing and resilience of police personnel

Abstract

Through utilising a mixed methodology, this study aimed to gain an understanding of the experiences of emergency call handlers within the Police force in the United Kingdom. The research involved conducting individual interviews with call handlers from three distinct regions, utilising a thematic analysis to identify key themes. These themes included the impact on staff mental health, coping mechanisms for handling traumatic calls, the positives and challenges of working in a critical frontline role and suggestions for improving staff’s overall experience. Through analysing the scores on the CD-RISC resilience questionnaire, the study revealed that many call handlers scored lower than the general population in resilience testing, with scores comparable to individuals with clinical post-traumatic stress disorder or other mental health issues. The findings of this research suggest the need for future studies exploring interventions to support call handlers in building resilience and managing their mental health. Furthermore, the study highlights important coping strategies for promoting the mental health and wellbeing of this group.

Author

• Rebecca Kinnear, Crime and Policing Research Centre, University of Huddersfield