IRSST - Institut de recherche Robert-Sauvé en santé et en sécurité du travail

Improve the prevention of health and safety of 911 emergency call centers agents

9-1-1 Centre d'appel et SST

At the request of OHS representatives of the municipal affairs sector (Association paritaire pour la santé et la sécurité du travail du secteur des affaires municipales, APSAM), the IRSST investigated the health problems experienced by 911 emergency call centre (ECC) agents in the province of Québec, Canada. Cases of musculoskeletal disorders (MSDs) and psychological health problems are seen among these workers. Three studies were therefore conducted to respond to this request.


Étude de prévalence et des facteurs de risques physiques et psychosociaux de TMS et de stress chez les préposés aux appels d'urgence 9-1-1 (in french)

The first study brought to light the high prevalence of MSDs (96%), psychological distress and occupational burn-out.

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Study of Interventions to Reduce Musculoskeletal Disorders and Psychological Health Problems in 911 Emergency Call Centres in the Municipal Public Security System

This study described how the risks manifested in work situations and identified possible preventative action.

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Development of a Support Approach for 911 Call Centre Work with a View to Preventing Musculoskeletal Disorders and Psychological Health Problems

The study focused on the establishment of support tools and approaches for 9-1-1 emergency call centers

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9-1-1, Lumière sur un travail méconnu

In french

In collaboration with stakeholders, the IRSST produced a video aimed at raising awareness of the physical and psychological health risks involved in the job of emergency call centre agent.

The following

To follow the IRSST’S work, a committee composed of various representatives was formed. The committee's mandate consists of developing training materials on support for problematic calls.

A webinar was held in June 2015 (in French) to present the results of the third study as well as the training materials production process on problematic calls in 911 ECC.

View this presentation


Agence centres d'urgence 9-1-1
Sécurité publique Québec

and participating 911 emergency call centers

More about the training committee

Jean-Louis Leblanc
Ministère de la Sécurité publique
[email protected]