Multi-tasking to Hyper-tasking: Investigating the Impact of Next Generation 911

多任务处理到超任务处理：调查下一代 911 的影响

• 批准号: 8610792
• 负责人: JANET BASEMAN
• 金额: $ 47.75万
• 依托单位: UNIVERSITY OF WASHINGTON
• 依托单位国家: 美国
• 财政年份: 2014
• 资助国家: 美国
• 起止时间: 2014-09-01 至 2018-08-31
• 项目状态: 已结题
• 来源: https://reporter.nih.gov/project-details/8610792
• 关键词: Multi; tasking; Hyper; Investigating; Impact

PROJECT SUMMARY Emergency call centers across the country are preparing for the Next Generation 9-1-1 (NG9-1-1) initiative, which will allow citizens to place 9-1-1 "calls" using digital technologies such as text messaging, email, Skype or instant messaging, and will expand emergency information sources to also include streaming video, photo uploads, and automatic crash notifications. The impact of these new information and communication technologies on the psychological well-being of those tasked with using them in time sensitive emergency situations remains unknown. Of great concern to 9-1-1 call center managers is whether the changes associated with NG9-1-1 will affect call center organizational structure, increase stress, reduce job performance, contribute to maladaptive coping strategies or reduce the resilience of workers who must adapt to the new technologies. There are currently no evidence-based training recommendations for emergency telecommunicators in general, or specific to NG9-1-1. Resiliency training has been shown to be effective in mitigating stress in firefighters and paramedics and improving their ability to adapt to and overcome the challenges of both routine and high-stress exposures. The implementation of NG9-1-1 presents the opportunity to measure the impact of technological changes on emergency telecommunicators and to explore, through a randomized controlled design, whether resiliency training tailored to the unique needs of emergency call center personnel will reduce any negative impacts of NG9-1-1 implementation on telecommunicator stress and job performance. Finally, detailed data on 9-1-1 call center organizational structure, work processes, telecommunicator stress and response to trainings collected through this project will be utilized to build an agent-based modeling tool to simulate 9-1-1 call center environments to improve decision making around future workforce needs.

项目摘要 全国紧急呼叫中心正在为下一代9-1-1（NG9-1-1）倡议做准备， 这将使公民使用文本消息，电子邮件，Skype等数字技术进行9-1-1的“呼叫” 或即时消息传递，并将扩大紧急信息源以还包括流视频，照片 上传和自动崩溃通知。这些新信息和沟通的影响 关于在时间敏感紧急情况下使用它们的人的心理健康的技术 情况仍然未知。 9-1-1呼叫中心经理非常关注的是 与NG9-1-1相关的将影响呼叫中心组织结构，增加压力，减少工作 绩效，有助于适应不良的应对策略或降低必须适应的工人的韧性 到新技术。目前尚无针对紧急情况的循证培训建议 一般或特定于NG9-1-1的电信者。弹性训练已被证明有效 减轻消防员和护理人员的压力，并提高其适应和克服的能力 常规和高压力暴露的挑战。 NG9-1-1的实施为机会提供了机会 衡量技术变化对紧急电信机构的影响，并通过 随机控制设计，是否针对紧急呼叫中心的独特需求量身定制 人员将减少实施NG9-1-1对电信压力和工作的任何负面影响 表现。最后，有关9-1-1呼叫中心组织结构，工作流程的详细数据， 电信人员的压力和对通过该项目收集的培训的反应将用于建造 基于代理的建模工具模拟9-1-1呼叫中心环境以改善围绕决策 未来的劳动力需求。