Reducing burnout in 911 dispatchers

We implemented a low-cost virtual support program to reduce burnout and turnover in 911 dispatchers and call-takers across nine U.S. cities, in collaboration with the Behavioral Insights Team. The intervention reduced self-reported burnout by about 8 points and resignations by more than half (3.4 percentage points) in the post-intervention period.

We are now conducting similar studies with the LAPD and other government partners to expand our understanding of how to reduce burnout for front line workers, and how reducing burnout may impact organizational outcomes such as absenteeism and variation in decision-making.

 

Publication:
Reducing burnout for 911 dispatchers and call takers: a field experiment

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