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Potentially Traumatising Conversations and Their Sharing by Emergency Line Operators of the Fire Rescue Service and the Police of the Czech Republic
Ing. Roman Říha, Czech Technical University in Prague, Czech Republic, Faculty of Biomedical Engineering, Department of Health Care Disciplines and Population Protection
Mgr. Martin Hůla, Charles University, Czech Republic, Faculty of Humanities, Department of Psychology and Life Sciences, National Institute of Mental Health, Czech Republic, Center for Sexual Health and Interventions, Charles University, Czech Republic, Faculty of Science, Department of Philosophy and History of Science
Mgr. Romana Žihlavníková, Palacký University, Czech Republic, Faculty of Science, Department of Ecology and Environmental Sciences, Newton University, Czech Republic
Ing. Kristýna Matoušová, Czech Technical University in Prague, Czech Republic, Faculty of Biomedical Engineering, Department of Health Care Disciplines and Population Protection
Abstract
This contribution discusses how individuals process traumatic events within the context of their work on emergency hotlines. The research encompassed members of the Czech Police and Fire Rescue Service operating in emergency call centres. A total of 294 participants were included in the study. Data was collected using a non-standardised questionnaire, derived from interviews with emergency service personnel.
The results reveal that the most common stressors include calls from individuals expressing suicidal intentions and situations where callers are unsure of their location. Traumatic reactions are subjective and depend on various factors, including personal resilience and prior traumas. Most often, operators share the essential burden with their partners.
This study contributes to a better understanding of traumatic responses associated with working on emergency hotlines and emphasises the need for psychological support and mental health monitoring for emergency services personnel, not only during but also after their service.
Keywords: emergency line, emergency calls, firefighters, police officers, trauma, resilience.