Citation
  • MacPhee, R.S., Saragosa, A., Asim, M. (2025). Workplace Psychological Health and Safety for Public Safety Communicators, Canadian Standards Association, Toronto, ON.

Executive Summary

Public safety communicators (PSC) represent an important part of the emergency response system. As the first point of contact upon dialling 9-1-1, PSC represent the connection between a potentially distressed caller in an emergency and the public safety personnel (PSP) who will assist with that emergency on the scene. The psychological impacts of emergency response scenarios on PSP is well known. A number of research studies have investigated these impacts, the associated organizational factors contributing to mental health effects, and the effects of various programs on mental health. Yet research studies focusing specifically on PSC in Canada are limited. Therefore, the purpose of this report was to explore the impacts of the role on psychological health and well-being as well as the supports available for this critical group of emergency responders.

A literature search and environmental scan of Canadian and international sources was conducted using online and library-based searches to identify relevant peer-reviewed publications, grey literature (e.g., research reports, government reports, technical papers, conference proceedings, graduate theses, and doctoral dissertations), standards, and regulations. Fifteen key informant interviews with PSC from emergency telecommunications centres located in British Columbia, Alberta, Manitoba, Ontario, and Quebec were then conducted.

Our findings support previous research reporting work-related psychological health and well-being challenges PSC encountered, including increased rates of psychological trauma, a perceived lack of recognition amongst PSP peers, limited training opportunities, and suboptimal mental health support. Programs providing education and support around mental health for this population are available and some are effective. However, comprehensive research evaluating the programs’ efficacy is lacking, including studies specifically focusing on PSC. Access to these programs can be inconsistent, often due to limited financial or human resources within communications centres, a lack of awareness among PSC about the programs’ existence, a lack of trust regarding confidentiality, stigma surrounding mental health, or negative past experiences with existing supports. Standards and guidelines are in place to support the implementation of management systems and programs focused on psychological health and well-being as well as fatigue risk management. These standards could be revisited to consider the unique needs of PSC and Public Safety Answering Point centres to support the psychological health and safety of this critical first responder group.

Authors

  • Renée S. MacPhee, Ph.D., Wilfrid Laurier University
  • Angelica Saragosa, B.Sc., Angelica Saragosa Consulting
  • Mishal Asim, M.Sc., University of Waterloo

Research Advisory Panel

  • Angela Viianen, Northern911
  • Jodi Realini, Lethbridge Police
  • Mathieu Campbell, Urgences-santé
  • Robert Stewart, Association of Public-Safety Communications Officials (APCO) Canada
  • Scott McLean, E-Comm 9-1-1
  • Candace Sellar, CSA Group
  • Jennifer Teague, CSA Group
  • Lina Lopez, CSA Group (Project Manager)

Acknowledgements

The authors would like to sincerely thank the public safety communications officials who took the time to share their experiences with the research team. Their honesty and openness are greatly appreciated.

Disclaimer

This work has been produced by the authors and is owned by Canadian Standards Association. It is designed to provide general information in regard to the subject matter covered. The views expressed in this publication are those of the authors and interviewees. The authors and Canadian Standards Association are not responsible for any loss or damage which might occur as a result of your reliance or use of the content in this publication.

Copyright

© 2025 Canadian Standards Association. All Rights Reserved.