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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)

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

1A. Call Center Work Environment Demographics & Characteristics

 Type of Center (urban/rural)

 # TCs

 Basic Shift Structureb

 Shift Assignment Processb

 Overtime Structure (voluntary/mandatory, # hours between shifts)b

 Break Structureb

 Benefitsb

Training Protocolsb

Absenteeism Levela

Attrition (Voluntary, Terminated, Laid Off, Retired)a

Current Vacancies/Vacancy Levela

Citizen Complaints/Inquiriesa

Mandatory Overtime Requireda

General Call Center Stress Levela

Call Center Technology-Related Stress Levela

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

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