It has been shown that handling difficult emergency calls generates considerable emotional strain and a large workload, which can increase the risk of musculoskeletal disorders in 911 call centre agents. Researchers at the IRSST wanted to establish a baseline of existing support practices with a view to proposing an approach for improving the support provided to these workers. The researchers interviewed managers, trainers and agents about the support currently provided for dealing with various difficult situations such as arrogant callers or people who are panicking, suicidal or mentally ill. The interviewees were also asked about the improvements they would like to see in the support offered.

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