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: 9069428
• 负责人: JANET BASEMAN
• 金额: $ 44.23万
• 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/9069428
• 关键词: Multi; tasking; Hyper; Investigating; Impact

DESCRIPTION (provided by applicant): 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.

描述（由申请人提供）：全国紧急呼叫中心正在为下一代9-1-1（NG9-1-1）计划做准备，该计划将允许公民使用数字技术（例如文本消息传递，电子邮件，Skype或Instant Messaging）将9-1-1“呼叫”“呼叫”，并将扩展紧急信息来源，还包括流媒体视频，点击式崩溃和自动崩溃通知。这些新信息和通信技术对在时间敏感的紧急情况下使用它们的人的心理健康的影响仍然未知。 9-1-1呼叫中心经理非常关注的是，与NG9-1-1相关的变化是否会影响呼叫中心组织结构，增加压力，减轻工作绩效，有助于适应不良的应对策略或减少必须适应新技术的工人的韧性。目前，总体上没有针对紧急电信者或NG9-1-1的循证培训建议。弹性训练已被证明可以有效缓解消防员和护理人员的压力，并提高其适应和克服常规和高压力暴露的挑战的能力。 NG9-1-1的实施提供了衡量技术变化对紧急电信者的影响的机会，并通过随机控制的设计探索是否针对紧急呼叫中心人员的独特需求量身定制的弹性培训是否会减少NG9-1-1-1对电信对电信压力的任何负面影响。最后，将利用有关9-1-1呼叫中心组织结构，工作流程，电信压力和对通过该项目收集的培训的响应的详细数据来构建基于代理的建模工具，以模拟9-1-1呼叫中心环境，以改善对未来劳动力需求的决策。