Study of the prevalence and the physical and psychosocial risk factors for MSD and stress in 9-1-1 emergency call dispatchers Abstract Musculoskeletal disorders and physical and psychosocial stress are present in Québec 9-1-1 emergency call dispatchers. Evidence of these disorders has been highlighted by a study conducted by scientists at the Institut de recherche Robert-Sauvé en santé et en sécurité du travail (IRSST) and the Université Laval, in collaboration with the personnel of five 9-1-1 emergency centres and the Association paritaire pour la santé et la sécurité du travail du secteur affaires municipales (APSAM, joint sectoral occupational health and safety association, municipal affairs sector).In fact, at the time of the study, 96% of the 9-1-1 emergency centre dispatchers reported having felt significant musculoskeletal pain in at least one body region in the previous year. In addition, half of the personnel in these centres present a high level of psychological distress. Although less prevalent, these phenomena were also confirmed in the personnel of different help-line, hotline support and telemarketing service call centres, whose number has been increasing over the last few years. Since no study has yet measured the scope of these problems in emergency call centres, the IRSST report sheds light for the first time on this phenomenon. The authors describe the specific characteristics of the work of 9-1-1 call dispatchers, and the prevalence of MSD and psychological health symptoms and physical and psychosocial risk factors. Besides proposing orientations for intervention, the researchers document the relationships between these risk factors and MSD and psychological health symptoms.In a second phase, they want to identify the aspects that promote or hinder the control of postural, cognitive, emotional and social requirements likely to constitute protection factors or risk factors. They want to describe the prevention management context in the 9-1-1 emergency centres participating in the research project and the aspects facilitating the implementation of an action plan intended to reduce the prevalence of physical and psychosocial risk factors and MSD and psychological health symptoms in these centres. Produced Under this Project Scientific Reports Study of the prevalence of musculoskeletal and psychological disorders, physical and psychosocial factors in 9-1-1 emergency call centre dispatchers Research Report: R-472 Video Reports and Conferences L'historique des projets des centres d'appels d'urgence 9-1-1 Conference: CF-0669-1-1, Light on unknown work - The work of dispatchers in municipal public security emergency call centres (Short Version) Video report: CR-0149-1-1, Light on unknown work-The work of dispatchers in municipal public security emergency call centres (Extended version) Video report: CR-015 Simplified Articles Urgence 9-1-1Troubles musculo-squelettiques et psychologiques dans les centres d'appels Volume 20, n0 3 Scientific Publications Étude chez les préposés des centres d'appels d'urgence 9-1-1 : la première phase d'une démarche de prévention des troubles de santé psychologique et musculo-squelettiqueToulouse G., St-Arnaud L., Bourbonnais R., Damasse J., Chicoine D.Source : in Colloque canadien de recherche sur la santé mentale et le travail, (1er : 2-3 juin, 2005 : Dorval, Canada), 2005Étude de la prévalence des troubles musculo-squelettiques et psychologiques, des facteurs physiques et psychosociaux chez les préposés des centres d’urgence 9-1-1Toulouse G., St-Arnaud L., Bourbonnais R., Damasse J., Chicoine D., Delisle A.Source : in Congrès de l'Association québécoise pour l'hygiène, la santé et la sécurité du travail / AQHSST : La prévention un éternel recommencement ou… une amélioration continue, (28e : 9-11 mai, 2006 : Québec, Canada), 2006Study of the prevalence of musculoskeletal and psychological health disorders of 9-1-1Toulouse G., St-Arnaud L., Bourbonnais R., Damasse J., Chicoine D.Source : in Proceedings of the 16th World Congress of the International Ergonomics Association / IEA (16th : July 10-14, 2006 : Maastricht, Netherlands), CD-ROM, Pikaar, R.N., Koningsveld, E.A.P., Settels, P.J.M. (éds), Elsevier, 2006La santé musculo-squelettique et psychologique des préposés des centres d’urgence 9-1-1Toulouse G., St-Arnaud L., Bourbonnais R., Damasse J., Chicoine D.Source : in Le savoir, trame de modernité : 74e congrès de l'Association francophone pour le savoir / ACFAS, (74e : 15-19 mai, 2006 : Montréal, Canada), 2006Urgence 9-1-1! Risques chez les préposés des centres d'urgence du QuébecToulouse G., St-Arnaud L.Source : Objectif prévention, vol. 29, no 2, 2006, p. 4-5, (http://www.asstsas.qc.ca/documentation/op/op292004.pdf)Troubles musculo-squelettiques chez les téléopérateurs des centres d'urgence 911, des contraintes physiques aux contraintes psychosocialesToulouse G., St-Arnaud L., Bourbonnais R., Delisle A., Chicoine D.Source : Pistes (Perspectives interdisciplinaires sur le travail et la santé), vol. 11, no 2, 2009, 21 p., (http://www.pistes.uqam.ca/v11n2/pdf/v11n2a7.pdf) Other Project(s) You May be Interested in Post-traumatic Stress Disorder Among Police Officers and 911 Operators: A Cost-effectiveness Comparison Between the Standard Approach and an Innovative Approach Additional Information Type: Project Number: 0099-2780 Status: Completed Year of completion: 2006 Research Field: OSH and Sustainable Prevention Work Environment Team: Georges Toulouse (IRSST)Louise St-Arnaud (CLSC - Haute-Ville-Des-Rivières)Renée Bourbonnais (Université Laval)Alain Delisle (IRSST)Denise Chicoine (IRSST)Jean Damasse (CLSC - Haute-Ville-Des-Rivières)Michel Gaudet (Hôpital du Saint-Sacrement)