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Northwest Center for Public Health Practice

Public Health Training, Research, and Evaluation for the Northwest

NWCPHP Releases Workplace Stress Reduction Training for 9-1-1 Call Center Managers

August 28, 2018

NWCPHP has developed an online toolkit to train 9-1-1 call center managers to reduce stress in the working environment.

Job-related stress can have a negative impact on satisfaction, job performance, and health—especially in a fast-paced, high stakes work environment like a 9-1-1 call center. Researchers from NWCPHP’s Next Generation 911 project studied stress among 9-1-1 telecommunicators and developed tailored stress reduction tools to help improve working conditions and build resiliency. The project’s individual-level mindfulness training was released last month. Now, an online toolkit in reducing stress at the workplace level is also available.

Although the toolkit is designed with 9-1-1 call centers in mind, most of the content is relevant to any profession where job-related stress is a factor, including first responders and public health agencies. Aimed at managers, the toolkit provides evidence-informed tips and techniques for creating a workplace environment that helps everyone thrive even when dealing with challenging, high-pressure work.

The training starts with a workplace stress self-assessment, to gauge the stress level of a work environment, and then covers a variety of relevant topics, including:

  • Becoming a stress-aware manager
  • Coping with traumatic events at work
  • Implementing new technologies
  • Scheduling overtime
  • Mitigating conflict
  • Avoiding bullying
  • Improving nutrition and exercise opportunities at work
  • Setting up a workplace flu clinic
  • Practicing personal stress reduction techniques

For 9-1-1 call center managers and others, access this self-paced, no-cost, 1-hour online toolkit to learn how to make your workplace a better place to be.