Abstract
According to scientific research, emergency call-takers and dispatchers are particularly vulnerable to burnout syndrome. There are no data describing specific burnout patterns or allowing for the definition of subgroups of workers who are particularly at risk. The aim of this research was to apply a person-oriented approach to characterize burnout profiles using job-related variables and personal resources. A cross-sectional survey study was conducted on 553 call-takers and dispatchers aged between 19 and 65, from 14 public safety answering points in Poland. The Link Burnout Questionnaire, the 10-item Perceived Stress Scale, the Generalized Self-Efficacy Scale, and an independent questionnaire were used to gather information. K-means cluster analysis was used, which allowed us to highlight three distinct burnout risk profiles: high risk of burnout, without full-blown pattern of burnout with high inefficacy, and no risk of burnout with an increased sense of disappointment. Several variables which coexisted with occupational burnout included work experience, weekly working hours, intensity of perceived stress, and self-efficacy level. The application of a person-oriented approach made it possible to identify groups of call takers characterized by a high risk of burnout syndrome, and to indicate the areas in which preventive measures, focused on each of their specific needs, should be taken.
Highlights
Occupational burnout is a multidimensional construct connected with the employee’s experience in the context of their professional work
The results presented in the article were drawn from a survey conducted between January and May 2020, on a group of Emergency call-takers and dispatchers (ECDs) working at 14 public safety points (PSAP) in Poland
With regard to work experience in an ECD position, the group consisted of respondents who had worked from 6 months to 14 years, with the majority of people with working up to 5 years (66.3%), compared with those with working 6–10 years (31.5%), and more than 10 years (2.2%)
Summary
Occupational burnout is a multidimensional construct connected with the employee’s experience in the context of their professional work. World Health Organization [1], burnout is a syndrome conceptualized as resulting from chronic workplace stress that has not been successfully managed It is characterized by three dimensions: feelings of energy depletion or exhaustion; increased mental distance from one’s job or feelings of negativism or cynicism related to one’s job; and reduced professional efficacy [1]. The first one focuses on an analysis of relationships between groups of respondents with extreme scores obtained in particular dimensions of burnout (with the application of cutoff scores) and variables considered to be predictors.
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