Impact of new technologies on stress, attrition and well-being in emergency call centers: the NextGeneration 9–1-1 study protocol

Table 1 Demographics to be Collected by Online Surveys Administered at Pre-NG911 (Baseline), During-NG911(within 1 month after deployment) and Post-NG911 Technologies Implementation (6 months after deployment)

1A. Call Center Work Environment Demographics & Characteristics
Type of Center (urban/rural) # TCs Basic Shift Structure^b Shift Assignment Process^b Overtime Structure (voluntary/mandatory, # hours between shifts)^b Break Structure^b Benefits^b	Training Protocols^b Absenteeism Level^a Attrition (Voluntary, Terminated, Laid Off, Retired)^a Current Vacancies/Vacancy Level^a Citizen Complaints/Inquiries^a	Mandatory Overtime Required^a General Call Center Stress Level^a Call Center Technology-Related Stress Level^a Ongoing Training (topic, length)^a
1B. TC Demographics & Characteristics
Gender Age Range Age (years)^c Educational Level Race Ethnicity	Position/Role Years Worked as TC Current Shift/Work Schedule Partner Status Children under 18 Years Sick Days Taken (last month)	Vacation Taken (last month) Overtime, Mandatory & Voluntary (last month) Stressful Calls (last month) Regular Exercise Pet Ownership
1C. Manager Demographics & Characteristics
Gender Age Range Age (years)^c Educational Level	Race Ethnicity Years Worked in Center Years as Manager in Center	Fill-in for TCs, # Hours (last month) Current Personal Work-Related Stress Level

^aas reported by manager for last month ^bcaptured by documentation review as needed ^cfinal survey only

ISSN: 1471-2458