Stress by Design: A Scoping Review of Structural Stress of Emergency Telecommunicators

Most agree that occupational stress is caused by workplace strains, tensions, and demands that originate from characteristics of the work. The accumulation of multiple types of stress has been found to have calamitous effects on health and well-being. One such occupation, emergency telecommunicators, experiences a multitude of stressors within their day-to-day work environment. Structural stressors are the sources of stress that are embedded in the way the work is designed and reinforced through workplace policies, practices, and procedures. This scoping review aimed to analyze occupational stressors directly promulgated by the structure and work design that impact emergency telecommunicators and to identify recommended organizational interventions.

This scoping review utilized the methodological framework of Arksey and O'Malley which examined research literature, identified gaps in the literature, and mapped key concepts. Electronic databases of CINAHL, MEDLINE, PsychINFO, PychNET, PubMed, Social Index, and Academic Search Complete were used to identify relevant literature on occupational stress of emergency telecommunicators.

Across 17 included articles, four key themes related to workplace stressors of emergency telecommunicators were identified: (a) staffing problems, (b) poor physical work environment, (c) career development issues, and (d) inequity. The four themes were derived from literature to extract stressors related to workplace policies, procedures, and practices. Implications for stakeholders to reduce stress were interwoven in the themes. This review aimed to expand on existing literature pertaining to structural stressors that have an impact on emergency telecommunicators.