The relationship between call volume and daily changes in negative emotions in 911 telecommunicators
The study employed a prospective, intensive longitudinal design to examine whether 911 telecommunicators who take more dispatched calls have more intense negative emotions from pre to post-shift, as compared to 911 telecommunicators who take fewer dispatched calls. Participants (n = 48 telecommunicators) completed visual analogue scale ratings of negative emotions before and after their shift over one week. A higher-than-usual daily 911 call volume was associated with greater post-shift irritability, when controlling for pre-shift irritability and shift length.