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Occupational Experiences of Public Safety Communicators During the COVID-19 Pandemic: A Qualitative Study

Author

Listed:
  • Emily Howe
  • Stephen Czarnuch
  • Rosemary Ricciardelli

Abstract

The COVID-19 pandemic created an unprecedented global crisis as the virus affected many, and lives were restricted by public health measures. Public Safety Communicators (PSCs; e.g., 9-1-1 operators, call-takers, dispatchers) faced unique challenges in their work as the pandemic progressed with shifting workloads as well as requirements to continue to work and to work in-person. Moreover, PSCs were the person to call when there was a medical or public safety emergency during the crisis of the COVID-19 pandemic. Given extant literature already suggesting PSCs have a high prevalence of mental health disorders, we conducted an online survey of PSCs ( n  = 333) in Canada striving to interpret the nuance in PSCs experiences, with a focus on the effects of the COVID-19 pandemic. Responses to open-ended items were coded into four areas impacted: self-reported increase in stress, specific operational stresses and organizational stresses experienced by PSC during COVID-19, and the COVID-19 precautions implemented in communicator workplaces. Lessons learned from PSC experiences can be harnessed to better support essential crisis responses while maintaining and supporting employee wellness.

Suggested Citation

  • Emily Howe & Stephen Czarnuch & Rosemary Ricciardelli, 2025. "Occupational Experiences of Public Safety Communicators During the COVID-19 Pandemic: A Qualitative Study," SAGE Open, , vol. 15(2), pages 21582440251, April.
    • Handle: RePEc:sae:sagope:v:15:y:2025:i:2:p:21582440251329974
    DOI: 10.1177/21582440251329974
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