Resilience in police emergency services 999 call operators

Research output: Contribution to Book/ReportConference Contributionpeer-review


The current study investigated resilience in emergency service 999 call operators. A longitudinal study was adopted with interviews carried out with 22 and then a year later 15 call operators in a centralised emergency management centre. Calls handled by the operators could range from minor crimes to dealing with victims of rape or murder. An inductive thematic analysis approach was taken to analyse the data which summarised 85 codes generated into three themes consisting of: building resilience in the job, organisational dysfunctions and job demands. Call operators spoke freely on how they developed resilience on dealing with emergency calls. The longitudinal design helped this investigation. Call operators developed a hard shell and relied heavily on teamwork and training to build up their resilience.
Original languageEnglish
Title of host publicationResilience in police emergency services 999 call operators
PublisherThe British Psychological Society
Publication statusPublished - 6 Jan 2016


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