DISPATCHER STRESS AND JOB SATISFACTION

• NCJ Number: 143957
• Author(s): T W Burke
• Date Published: Unknown
• Length: 42 pages
• Sale Source: National Institute of Justice/; NCJRS Photocopy Services
• Publication Format: Document
• Publication Type: Research (Applied/Empirical)
• Language: English
• Country: United States of America

Annotation

This research study hypothesized that dispatchers who perceive a low level of job satisfaction because of their lack of promotion opportunities, low status within the organization, poor pay, and lack of supervisory support will report occupational stress and burnout.

Abstract

The sample consisted of civilian police and fire/ambulance dispatchers randomly selected from southern New Jersey counties. To encourage participation and increase study reliability and validity, each police and fire/ambulance agency was contacted by a personal phone call to the respective chiefs/supervisors who provided a count of dispatchers within their department. Surveys and instructions were then mailed to assess stress and burnout using the Occupational Stress Inventory and Maslach's Burnout Inventory. Job satisfaction was measured by the Job Descriptive Index. Job satisfaction was defined as the totality of employee feelings about various aspects of his or her occupation. Job satisfaction dimensions included the work itself, pay, promotion opportunities and policies, and coworker and supervisory support. Results indicated that perceived job dissatisfaction was a major factor in dispatcher stress and burnout on the job. Specifically, dispatchers who were dissatisfied with their current position, or the job in general, experienced significant stress and occupational burnout. Stress and burnout were also reported by dispatchers who were dissatisfied with their current pay and promotion opportunities. In addition, dispatchers reflected a high level of conflicting role demands and loyalties, and this conflict was magnified by their immediate supervision. Coworkers also played a vital role in dispatcher stress. In particular, dispatchers reported occupational stress and burnout when they perceived a lack of support from their peers. The study hypothesis was supported, but the author also determined that other variables related to social support and control may also contribute to dispatcher stress and burnout. The study also includes 51 references and 6 tables.