Theses and Dissertations

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Date of Award

1-1-2026

Document Type

Dissertation - NSU Access Only

Degree Name

Doctor of Psychology (PsyD)

First Advisor

Vincent Van Hasselt

Keywords

burnout; emergency communication operators; professional efficacy; resilience

Abstract

THE ASSESSMENT OF BURNOUT AND RESILIENCE IN EMERGENCY COMMUNICATION OPERATORS By Angela Beamer Nova Southeastern University 2026 ABSTRACT Emergency Communication Operators (ECOs) are the true first responders in critical incident response, however, research on ECO burnout is limited. ECOs experience stressors related to job tasks and from within the organization itself including, stress related to shift work, sleep difficulties, hyperarousal, lack of organizational support, lack of control, low pay, and perceived lower rank than other first responders. ECOs also experience unique stressors, such as a lack of control and increased distress from traumatic imagery while speaking to a caller, due to the fact they are not on scene. Chronic stress contributes to mental health problems, such as depression, anxiety, and substance abuse, as well as physical health problems, such as high blood pressure, weight fluctuation, and a weakened immune system. These high rates of stress, combined with low job satisfaction, affect overall quality of life and can lead to poor job performance, burnout, and subsequent turnover. Research has identified hope, optimism, and social support as key factors that increase resilience. Despite the growing literature on ECO stressors, there is a dearth of research on resiliency and how it may serve as a buffer for burnout. The purpose of the present study was to identify factors that promote resilience in emergency communication operators and examine their relationship to level of burnout. A series of nine mediational analyses were conducted to evaluate whether resilience mediates the relationship between three resilience-promoting factors (hope, optimism, and social support) and occupational burnout (emotional exhaustion, cynicism, and professional efficacy) in a sample of 195 ECOs. Results revealed that the indirect effects of hope, optimism, and social support through resilience on professional efficacy were significant, consistent with Hypothesis Three. Social support also had a significant direct effect on professional efficacy independent of resilience. As hope, optimism, and social support increase, individual resilience increases, which in turn reduces burnout. Implications include the use of positive psychology to foster growth in professional efficacy to improve stress management and decrease burnout. These findings will allow for the development of prevention and intervention programs that are specifically tailored to ECOs. Limitations and future directions are discussed. Keywords emergency communication operators, resilience, burnout, professional efficacy

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