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

• ClinicalTrials.gov Identifier: NCT02961621
• Recruitment Status: Completed
• First Posted: November 11, 2016
• Last Update Posted: May 11, 2018
• Sponsor: University of Washington
• Information provided by (Responsible Party): Hendrika Meischke, University of Washington

Study Description

Brief Summary:

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.

Condition or disease	Intervention/treatment	Phase
Stress, Psychological	Behavioral: Stress Reduction Training for 9-1-1 Telecommunicators	Not Applicable

Study Design

• Study Type: Interventional (Clinical Trial)
• Actual Enrollment: 323 participants
• Allocation: Randomized
• Intervention Model: Parallel Assignment
• Masking: None (Open Label)
• Primary Purpose: Prevention
• Official Title: Multi-tasking to Hyper-tasking: Investigating the Impact of Next Generation 911
• Study Start Date: May 1, 2015
• Actual Primary Completion Date: November 1, 2017
• Actual Study Completion Date: December 15, 2017

Arms and Interventions

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.

Outcome Measures

Primary Outcome Measures :

1. 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

Eligibility Criteria

• Ages Eligible for Study: 21 Years and older (Adult, Older Adult)
• Sexes Eligible for Study: All
• Accepts Healthy Volunteers: No

Criteria

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.

Contacts and Locations

Sponsors and Collaborators

University of Washington

Investigators

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

More Information

Publications automatically indexed to this study by ClinicalTrials.gov Identifier (NCT Number):

Kerr DC, Ornelas IJ, Lilly MM, Calhoun R, Meischke H. Participant Engagement in and Perspectives on a Web-Based Mindfulness Intervention for 9-1-1 Telecommunicators: Multimethod Study. J Med Internet Res. 2019 Jun 19;21(6):e13449. doi: 10.2196/13449.

Meischke H, Lilly M, Beaton R, Calhoun R, Tu A, Stangenes S, Painter I, Revere D, Baseman J. Protocol: a multi-level intervention program to reduce stress in 9-1-1 telecommunicators. BMC Public Health. 2018 May 2;18(1):570. doi: 10.1186/s12889-018-5471-0.

• Responsible Party: Hendrika Meischke, Professor, University of Washington
• ClinicalTrials.gov Identifier: NCT02961621
• Other Study ID Numbers: STUDY00001920
• First Posted: November 11, 2016
• Last Update Posted: May 11, 2018
• Last Verified: May 2018

Individual Participant Data (IPD) Sharing Statement:

• Plan to Share IPD: No

Additional relevant MeSH terms:

Stress, Psychological; Behavioral Symptoms