NCJ Number
189619
Journal
Law Enforcement Technology Volume: 28 Issue: 7 Dated: July 2001 Pages: 66-68,70,72
Date Published
July 2001
Length
5 pages
Annotation
This article considers what agencies can do to lessen the stress on dispatching call-takers.
Abstract
Pressure and stress are inherently part of the dispatcher's job. However, agencies can take actions to help manage the stress. It is helpful if dispatchers are allowed to leave their consoles periodically, even if it means a supervisor must cover the position for a time. Improving the communication center working conditions also helps reduce stress. This may include adding windows to the workspace, and ensuring adequate lighting, comfortable chairs, footstools, good ventilation, ergonomically designed equipment, and adjustable stations. Dispatcher training should cover not just customer service issues, but also how to effectively use new technologies. Positive recognition from managers can help dispatchers feel valued. An effective ride-along and sit-along program for call-takers and officers can help foster mutual respect. Exposing officers to the communication center while in the academy helps recruits understand the call-taker's position before they get into the field and perhaps develop misperceptions about the dispatcher's role and responsibilities. Finally, stress management training teaches dispatchers to recognize signs of stress in themselves and others, and helps them develop coping mechanisms to alleviate that stress.