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

Development of support tools for activities involving emergency call-taking and dispatching activities in order to prevent musculoskeletal disorders and psychological health problems


Through previous studies, researchers have found that psychological support and musculoskeletal disorder (MSD) prevention measures for people working in 9-1-1 emergency call centres (ECC) are scattered throughout various organizations. In addition, they are often not very well known to those to whom they are addressed. Some of the existing measures need to be adapted to the characteristics of the job, while others should be developed, such as support measures for operators who have responded to major emergency calls.

In this study, researchers will focus on the establishment of support tools and approaches for 9-1-1 emergency call centres. Support measures, according to the types of difficulties experienced by workers, will be documented at 10 emergency call centres (ECC), training bodies or other organizations involved in emergency services, and from sources of information outside of Québec. Practices will be examined and validated with two groups of operators, representatives of teaching organizations and organizations participating in the study’s monitoring committee. Dispatch training methodology for major emergency calls will also be suggested.

The content concerning support measures will be published in the form of technical sheets. In addition to being useful to ECCs, they will also be used by first responders and the bodies that train emergency responders (Québec’s École nationale de police and École nationale des pompiers).

Additional Information

Type: Project
Number: 2010-0065
Status: Completed
Year of completion: 2015
  • Georges Toulouse (IRSST)
  • Louise St-Arnaud (Université Laval)
  • Denys Denis (IRSST)
  • Mariève Pelletier (Université Laval)