Study of interventions to reduce musculoskeletal disorders and psychological health problems in 911 emergency call centres in the municipal public security system : Étude pour intervenir sur la réduction des troubles musculo-squelettiques et de santé psychologique dans les centres d'appels d'urgence 911 de la sécurité publique municipale

The mental demands stem from three processes: first, the workload per se, which in corporate contexts is defined as the number of actions to be performed during a specified period of time, and which here relates to the frequency of incoming calls and the number of searches required to answer them; second, the cognitive workload, which concerns the processing of information and in the present case [...] The following data were collected: description of the work and of the workstation layout; observation of work postures; use of the sit-stand workstation adjustment options; telephone communications; subjective evaluations of the mental workload, 1 The term psychic is used here to refer to the theoretical construct in Freudian metapsychology used to explain the functioning of the mind, including bo [...] This high level of activity stems from demands imposed by the number and variety of tasks to be performed and calls to take, the complexity of handling the requests, the emotional content of the requests, and the lack of recognition or social support. [...] According to the authors, the workload caused by the heavy increase in the number of calls was regulated to the detriment of the quality of the information transmitted. [...] These stakeholders participate in the various steps of the process, including the conducting of the study, discussion, interpretation of the results, development of courses of action, and implementation of solutions.