Publication Date

Spring 2015

Degree Type


Degree Name

Master of Science (MS)


Justice Studies


James D. Lee


9-1-1, Dispatch, Enforcement, Law, Police, Stress

Subject Areas

Sociology; Criminology


This research addresses the significant gap in literature related to stress among 9-1-1 call-takers and dispatchers. The relationship between perceived stress and work-life balance, fairness at work, support at home, and work control as well as physiological and psychological outcomes is examined. Survey responses were collected during the summer of 2012 from 89 police 9-1-1 call-takers and radio dispatchers of the San José Police Department Communications Division in San José, California. Using hierarchical multiple regression analysis, I found those who enjoy a balance between work and personal life experience less stress. Also, greater stress is associated with more psychological and physiological problems. As expected, those who have higher perceptions of fairness at work, greater support at home, and more work control feel a greater satisfaction with life. Additional research specific to police call-takers and dispatchers is needed to further understand the relationship of perceived stress with these work classifications.