Date of Award

12-2025

Document Type

Thesis

Degree Name

Master of Arts in Criminal Justice

Department

Criminal Justice

First Reader/Committee Chair

Bichler, Gisela.

Abstract

Continual exposure to trauma coupled with a general lack of

administrative support contributes to greater occupational risk for burnout and

compassion fatigue among first responders, causing many to leave the

profession. As the first line of communication for emergencies, dispatchers,

specifically emergency call takers are no exception. Yet, few studies have

investigated the prevalence and impact of burnout and compassion fatigue on

dispatchers in comparison to other first responders such as police, fire, or

emergency medical services (EMS). This study aimed to extend this line of

inquiry by surveying a stratified random sample of dispatchers working in

California dispatch centers (N=46). Using the Professional Quality of Life

(ProQOL) and the Perceived Stress Scale (PSS) this study measured how much

burnout and compassion fatigue accrues with consistent exposure to traumatic

events and documented how burnout and compassion fatigue affects

dispatchers' careers. Results from this study showed that exhaustion and

continual exposure to traumatic calls increases the likelihood of compassion

fatigue while prolonged exposure to stress, staffing, and poor administrative

support increase the chances of burnout. Continuous training on trauma and an

increase of peer support programs are possible policy implications.

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