The impacts of leadership behaviours on the mental well-being of public safety communicators
International Journal of Emergency Services · 2023-10-30 · Qualitative study
Abstract
Purpose Public safety (communicators; e.g. 9-1-1, police, fire and ambulance call-takers and dispatchers), like many other public safety personnel (e.g. police, paramedics), (re)suffer operational stress injuries (OSIs) that are too often hidden and at a prevalence higher than the general population. Unfortunately, there are very little data for OSI rates in Canadian communicators. To the authors’ knowledge, this is the only pan-Canadian study focusing on organizational culture, and its potential influence on OSIs, within the communicator context. Design/methodology/approach The authors conducted a 179-item online survey of Canadian communicators comprising 17 validated screenings for occupational stress injuries and symptoms and four open-ended questions relating to their agency's organizational culture. The authors thematically analysed participants' open-ended responses and their screening scores. Findings A semi-grounded thematic approach revealed that managers and supervisors were significant contributors to negative perceptions (n = 165) of organizational culture, potentially resulting in or worsening existing OSIs. Specifically, leadership was viewed as ineffective, inconsistent, unsupportive, abusive and toxic, with limited understanding of communicator roles. Communicators described feeling devalued, particularly when leaders fail to recognize communicator OSIs, which can perpetuate stigma. Conversely, positive leaders (n = 24) were described as supportive, communicative and encouraging. Originality/value The findings suggest that while leadership behaviours are a key factor in employee well-being, it varies considerably across agencies, impacting treatment-seeking behaviours. The authors’ new understandings of leaders' roles in OSIs may help reduce the frequency and severity of communicator OSIs, helping ensure that emergency services are delivered to Canadians.
Abstract © the authors or publisher, via OpenAlex. Reuse and removal
Tags
Dispatchers & call takers · Implementation · Clinician perspective
Related articles
- Supporting Mental Health in EMS Clinicians: A NAEMSP Position Statement and Resource Document. (Prehosp Emerg Care, 2026)
- Exploring Canadian Public Safety Communicator Mental Health Help-Seeking Behaviors. (New Solut, 2025)
- Drivers, processes, and outcomes related to burnout and moral injury in the public safety workforce: a scoping review. (Front Health Serv, 2026)
- Supporting the well-being of nurses, paramedics, and firefighters during external crises by managing workload: an umbrella review. (Ind Health, 2025)
- Peer Support Programs to Reduce Organizational Stress and Trauma for Public Safety Workers: A Scoping Review. (Workplace Health Saf, 2023)
- Prevalence of Post-Traumatic Stress Injuries Among Canadian Public Safety Communicators: A Nationwide Comparative Study: Prévalence des blessures de stress post-traumatique chez les communicateurs en sécurité publique canadiens : étude comparative nationale. (Can J Psychiatry, 2026)