2012.10.22_3.3.2_suport Psihologic Pentru Operatorii 112 _v1.0

of 23
24 views
PDF
All materials on our website are shared by users. If you have any questions about copyright issues, please report us to resolve them. We are always happy to assist you.
Document Description
112
Document Share
Document Tags
Document Transcript
    EENA Operations Document – Psychological support of 112 call takersEENA asblinfo@eena.org-www.eena.org  is a non-for-profit association1   EENA Operations Document Psychological support of 112 call takers Title: Psychological support of 112 call takersVersion: 1.0Code: 3.3.2Revision Date: 29-8-2012Status of the document:Draft For comments Approved    EENA Operations Document – Psychological support of 112 call takersEENA asblinfo@eena.org-www.eena.org  is a non-for-profit association2  This document was written with contributions of members of the EENA Operations Committee: Operations CommitteeMembers Country / Organisation Erdelyiova, Rut EENAHeward, Andrew London Ambulance Service NHS Trust, UKBaumann, Andre Berliner Feuerwehr, DELumbreras, Cristina EENAMarazza, MarcoDipartimento per la Digitalizzazione e l'Innovazionetecnologica nella Pubblica AmministrazionePresidenza del Consiglio dei Ministri, ITMladen, Tadic DUZS Zagreb, 112 centre of Slavonski Brod, CroatiaSouthall, KayCriminal Justice and Local Policing Unit Policing Policyand Practice Director, UK   Legal Disclaimer This document is authored by EENA staff members with contributions from individual members of EENA andrepresents the views of EENA. This document does not represent the views of individual members of EENA, orany other parties.This document is published for information purposes only and it does not declare to be a statement orinterpretation of EU law or the national law of EU Member States. This document is entirely without prejudiceto the views of relevant national statutory authorities and their legal functions and powers, whether under EUlaw or the national law of their Member State. Accordingly, under no circumstances may reliance be placedupon this document by any parties in compliance or otherwise with any applicable laws. Neither may reliancebe placed upon this document in relation to the suitability or functionality of any technical specifications, orany other matters discussed in it. Legal advice, technical advice and other advice as relevant, may be soughtas necessary.      EENA Operations Document – Psychological support of 112 call takersEENA asblinfo@eena.org-www.eena.org  is a non-for-profit association3  Table of contents1   Introduction .................................................................................................................................. 4   2   Abbreviations and Glossary ............................................................................................................. 4   3   Call taking from a psychological perspective ..................................................................................... 4   3.1   The role of the call taker – tasks and factors affecting performance ......................................... 4   3.2   Psychological aspects of emergency call taking ...................................................................... 6   3.3   Psychological load in the work performance of emergency call takers ....................................... 9   3.4   Most common psychological problems of call takers ............................................................... 9   3.5   Individual coping strategies .............................................................................................. 10   3.6   Psychological intervention possibilities ................................................................................ 11   4   Ergonomics of call taking .............................................................................................................. 14   4.1   Call taker perspective ....................................................................................................... 14   4.2   Call centre ergonomics ..................................................................................................... 14   4.3   Policy context .................................................................................................................. 15   4.4   Potential Hazards............................................................................................................. 15   4.5   Risk management process ................................................................................................ 15   5   Challenges and issues for 112 services - Economic context ............................................................... 17   6   EENA Recommendations to stakeholders ........................................................................................ 18   7   EENA Requirements ..................................................................................................................... 18   ANNEX ............................................................................................................................................. 19   REFERENCES ................................................................................................................................. 19   Potentially helpful resources - Employer Safety Checklist for Call Centres .............................................. 22      EENA Operations Document – Psychological support of 112 call takersEENA asblinfo@eena.org-www.eena.org  is a non-for-profit association4   1   Introduction The objective of this Operations document is to describe the main issues related to the psychological aspects,needs and support of 112 call takers, to assemble relevant, currently available information about this issue, to outline some of the ‘best practices’ and evidence based interventions from a system -focused as well as a calltaker-focused perspective and inspire further improvements in the systematic creation of a supportiveworking environment for call takers, whose performance pre-determines the quality and ultimate effectivenessof the potentially life saving 112 services. 2   Abbreviations and Glossary 1   ALS or Advanced Life Support - is a set of life-saving protocols and skills that extend Basic Life Support tofurther support the circulation and provide an open airway and adequate ventilation (breathing).AVL – automatic vehicle locationBLS or Basic life support - is the level of medical care, which is used for patients with life-threatening illnessesor injuries until the patient can be given full medical care at a hospital.EC - European commissionEU – European UnionICF - International Classification of FunctioningMS – Member statesPSAP - Public Safety Answering PointsUN - United NationsWHO – World Health Organisation 3   Call taking from a psychological perspective3.1   The role of the call taker – tasks and factors affecting performance The emergency setting related to 112 call-taking brings a set of questions to the fore — how do workers in anemotionally charged setting, with features of vivid and interruptive experiences that possibly interruptdecision making, interact with standard operating procedures that are supposed to provide the necessarystability and support, so that recurring decisions can be made under similar conditions? How do the call takers relate to the emotional landscape of emergency call taking and the callers’ emotional expressions? How do they cope with related stress? How do call takers make decisions, use intuitive and emotional capabilities tocomplement or challenge rational aspects of the available decision-support systems? How do they use rationaland formal procedures as well as non-formal, intuitive and emotionally based, individual processes to maketheir decisions and how can they be effectively supported in the decision-making process? These questionsrequire a reflection in an organisational context, in order to identify limitations to the development of situation-specific expertise, obstacles for organisational learning and tools for effective on-job call takersupport. 2 The 112 service chain defines the basic framework of tasks and thus the context, in which we can startsearching for answers to these and other relevant questions - in modern dispatch systems, the call taker willfill a number of critical functions. 3 These functions are determined by and will vary in relation to the definedservice chain at organisational level. 4 The Emergency Alarm Sequence: 5  The response interval of the public:1) The incidence occurs 1 All definitions of terms and acronyms related to 112 are available in the 112 Terminology EENAOperations Document http://www.eena.org/view/en/Committees/112operations/index/generalframework.html   2 Source: Svensson, Martin (2012), Routes, Routines and Emotions in Decision Making of Emergency Call Takers,Blekinge Institute of Technology, Doctoral Dissertation Series No. 2012:04. 3 Source: http://en.wikipedia.org/wiki/Emergency_medical_dispatcher 4 Source: http://www.eena.org/ressource/static/files/2011_06_10_1_1_1_servchain_v1.0.pdf  5 Source: Castrén et al., 2008
Similar documents
View more...
Search Related
We Need Your Support
Thank you for visiting our website and your interest in our free products and services. We are nonprofit website to share and download documents. To the running of this website, we need your help to support us.

Thanks to everyone for your continued support.

No, Thanks
SAVE OUR EARTH

We need your sign to support Project to invent "SMART AND CONTROLLABLE REFLECTIVE BALLOONS" to cover the Sun and Save Our Earth.

More details...

Sign Now!

We are very appreciated for your Prompt Action!

x