Dispatcher Stress

• NCJ Number: 160294
• Journal: FBI Law Enforcement Bulletin Volume: 64 Issue: 10 Dated: (October 1995) Pages: 1-6
• Author(s): T W Burke
• Date Published: 1995
• Length: 6 pages
• Publication Format: Article
• Publication Type: Survey
• Language: English
• Country: United States of America

Annotation

This article considers specific factors that may contribute to stress and burnout among police dispatchers; in particular, the focus is on the relationship between police dispatcher stress and job satisfaction, social support, and control.

Abstract

Police dispatchers perform a complex and stressful function, but the critical role they play is often misunderstood by police administrators, police officers, and citizens. Police dispatchers must be able to handle incoming calls, dispatch police officers, transfer calls to appropriate agencies, coordinate multiple units for emergency calls, record computer requests by field units, and process written reports in some cases. Police dispatchers experience specific stressors unique to their position. These stressors include being relegated to a low position within the police department hierarchy, insufficient training, lack of support and positive reinforcement from police officers and managers, shift work, lack of control, antiquated equipment, confinement and lack of interpersonal communication, lack of breaks, negative citizen contacts, lack of personal development, and insufficient pay. To assess police dispatcher stress, 411 surveys were distributed to several New Jersey police agencies, and 254 completed responses were received. Survey results indicated perceived job satisfaction was a major factor in police dispatcher stress and occupational burnout. Additionally, police dispatchers reported a high level of role conflict and a confused sense of loyalty in the workplace. While respondents reported an extensive list of stressors, three key aspects of their work emerged as particularly stress-inducing: low status within the police department hierarchy, high level of responsibility they felt toward others, and lack of training. Recommendations to lower police dispatcher stress are offered. 8 endnotes, 1 table, and 1 photograph