Profiles of Burnout, Job Demands and Personal Resources among Emergency Call-Takers and Dispatchers

Abstract

According to scientific research, emergency call-takers and dispatchers are particularly vulnerable to burnout syndrome. There are no data describing specific burnout patterns or allowing for the definition of subgroups of workers who are particularly at risk. The aim of this research was to apply a person-oriented approach to characterize burnout profiles using job-related variables and personal resources. A cross-sectional survey study was conducted on 553 call-takers and dispatchers aged between 19 and 65, from 14 public safety answering points in Poland. The Link Burnout Questionnaire, the 10-item Perceived Stress Scale, the Generalized Self-Efficacy Scale, and an independent questionnaire were used to gather information. K-means cluster analysis was used, which allowed us to highlight three distinct burnout risk profiles: high risk of burnout, without full-blown pattern of burnout with high inefficacy, and no risk of burnout with an increased sense of disappointment. Several variables which coexisted with occupational burnout included work experience, weekly working hours, intensity of perceived stress, and self-efficacy level. The application of a person-oriented approach made it possible to identify groups of call takers characterized by a high risk of burnout syndrome, and to indicate the areas in which preventive measures, focused on each of their specific needs, should be taken.

Emotional burden in social professions and its implications – presentation of own research results against a literature review

“…The mode of evaluation, the indicator of which was the level of perceived stress, was related to the sense of unpredictability of life phenomena, lack of control, and feeling overwhelmed and uncomfortable. Such evaluation, especially when followed by negative emotions, frequently reduces the level of commitment to work, inclines people to avoid situations perceived as a source of discomfort, and makes it difficult to arouse positive emotions in professional situations (Załuski and Makara-Studzińska, 2022b). Studies have reported a marked increase in perceived stress levels and deterioration in the health of parents during the recent pandemic.…”

Work & life stress experienced by professional workers during the pandemic: a gender-based analysis

“…Workplace mental health studies reveal poorer mental health among women [59][60][61]. For instance, some studies find that women report significantly high levels of emotional exhaustion compared to men [21,62] along with higher work-related stress and anxiety [6,22]. A discussion surrounding gender differences in mental health at work cannot ignore the gendered division of labour in the home environment.…”