Identifying competencies that support 911 emergency call centre agents and reduce psychosocial risks Toulouse G. 1, St-Arnaud L.2, Lévesque J1, Duhalde D.3, Paillé A2, Delisle A4, Comtois A-S.3 1Institut de recherché Robert-Sauvé en santé et sécurité Montréal, Québec, Canada, [email protected] 2 Université Laval, Québec, Canada 3Université du Québec à Montréal, Canada 4Université de Sherbrooke, Québec, Canada This paper presents one of the orientations of a study carried out to reduce the prevalence of musculoskeletal and psychological health disorders in call centre agents in Québec 911 emergency telecommunication centres (911-ETC). The study evolved by taking into account the context of the development and quality control of call centre agents’ work. From this perspective, the concept of competency appears as a central aspect in orienting the improvement of quality and of health and safety. The use of the concept of competency in ergonomics, the methodology and the main results will be presented. INTRODUCTION This profession in Québec has only recently begun to be organized. The Association of emergency call centres was This paper presents one of the orientations of a study created in 2000. This association participated in the carried out to reduce the prevalence of musculoskeletal and development of a new law guiding the activities of 911-ETCs psychological health disorders in call centre agents in Québec whose application over the next few years aims to improve the 911 emergency telecommunication centres (911-ETC) quality of services. This process can have a positive impact on (Toulouse et al., 2006). The study was developed by taking risk reduction, insofar as the quality procedures are based on into account the context in which 911-ETCs developed, so as knowledge of the actual work requirements and reconcile the to be consistent with the perspectives of changing this work. In constraints of the different departments and actors involved in fact, over the last few years, this change has begun to be emergencies. From this perspective, the objective of this structured and organized at the provincial level. 911-ETCs paper is to describe the requirements as well as competencies came into existence some twenty years ago, when the applied by 911-ETC agents, as well as to identify the telephone company relinquished to municipal public security conditions that promote or hinder the retention and the responsibility for taking emergency calls. All of North development of these competencies. America adopted an emergency telephone number, 911, shared by the police, fire department and ambulance service. The THE STUDY OF ERGONOMIC COMPETENCIES work in 911-ETCs therefore involves different call taking and dispatching tasks whose number and distribution between call The concept of competency in ergonomics lies in the centre agents varies with the size of the centres. The tasks are description and elucidation of the mental activities applied in the following: taking 911 calls; answering calls to public the work for the purpose of improving working conditions. security; police and fire department dispatching; tasks related Competency is not considered for the purpose of evaluating to the police information centre (CRPQ, centre de the call centre agent’s activity, but as de Montmollin (1984) renseignements policiers); answering calls for public works; mentions “… to explain, and not describe, the operators’ reception at police stations; tasks related to surveillance behaviours, which are not produced randomly and programs; or other administrative tasks. The qualifications for unexpectedly, but indicate clearly what everyone knows…”. this position are the following: having a high school diploma, (free translation) The definition of this concept is directly the ability to communicate in French and in English, receiving linked to the reference model describing the relationship security clearance, and successfully fulfilling the qualification between the worker and the workplace variables. De of the CRPQ. In some centres, one year of experience in a call Montmollin (1984) directly associates the concept of centre is required. Each centre trains its call centre agents competency with the concept of task as a problem that the when they are hired. Most of the positions occupied by civilian worker must solve. He defines competencies as “stabilized sets personnel are held by women. of knowledge and know-how, standard conduct, standard procedures, types of reasoning that can be applied without new and the emotional susceptibilities of people who are faced with training.” (free translation) In the same vein, for Leplat (1991) some types of conflicting or tragic events (Mercier-Leblond, competency is “the knowledge system that allows the activity 1994). to be produced that meets the task requirements of a certain class.” (free translation) Other authors define the concept of METHODS competency not in relation to the worker-task relationship but in relation to the worker-situation relationship (Rogalki, 2001; Public security call centres Mazeau, 1995) and extend it from the individual to the group, or to the collective (Mazeau, 1995). The concept of situation, The study was carried out in five municipal public security while not clearly defined, refers to on-site observations, and call centres in Québec. The centres were chosen with the help seems to us therefore to introduce two ambiguities associated of the Association paritaire pour la santé et sécurité du travail with the concept of task. The first involves the definition of secteur “affaires municipales” du Québec (APSAM, joint the concept of task in ergonomics, which, while most often health and safety association, municipal affairs sector). They referring to the prescribed task, can also refer to the concept of differ in size and cover rural and urban regions of Québec, but actual or effective task. The second comes from the fact that not remote regions. A follow-up committee was created, the concept of actual task covers both the construction of the bringing together managers and representatives of the workers task by the operator and the characteristics of the actual in each of the centres. operating conditions that he has to deal with. From this perspective, the concept of situation will be defined as a The population studied construction originating from the interaction between the operator faced with the actual operating conditions and the Fifteen call centre agents participated in the study (four call prescribed task. The actual operating conditions correspond in centre agents were followed in two centres, three in one centre, the case of 911-ETC agents to requests by citizens and first and two in two centres). The call centre agents were chosen responders as well as to the technological, organizational and among volunteers, with the help of management and union environmental conditions as they present themselves representatives from each of the centres. The participants were throughout the work period. The prescribed task combines all 9 women and 6 men, with an average age of 37.7 years, and of the objectives, rules, procedures, guidelines and whose experience averaged 13 years. The most experienced organization planned for carrying out the work. The work had 23 years of experience, and the least experienced had been situation is therefore the result of the action of the worker who on the job for 4 months. Seven of the call centre agents had interacts, in relation to his physical, cognitive, psychic and high school diplomas, six had college diplomas, and two were collective resources, with the actual operating conditions and university graduates. task requirements. Data collection and analysis The description and characterization of these work situations are the basis for the description of the competencies The data for each call centre agent were collected over a used by call centre agents. This model is consistent with that of complete work shift. The call centre agents were filmed and Bruner (1990) who associates the concept of competency their communications recorded. They had to complete a “with the significant situation” constructed by the subject. subjective evaluation scale based on Borg’s CRD-10 According to this model, the description of competencies is not approximately every thirty minutes. The aspects evaluated simply identifying how to solve a problem, which would be were musculoskeletal pain, workload, complexity, negative outside the worker, but describing how the worker constructs and positive emotions, controlling emotions, and fatigue. The the problem in order to solve it. The problem is represented not following day, a self-confrontation interview was conducted, only by the actual operating conditions, but also by the based on the data collected during the work shift in relation to articulation of these actual operating conditions with the task the characteristics of the communication situations (application specifications. Problems are constructed and solved beginning of procedures, difficulties encountered, type of response to the with the worker’s internal and external resources. Internal caller) and to the evaluations obtained from the subjective resources are of a cognitive and psychic nature (strategies scales. based on the application of know-how, ability, finding information, etc.). External resources are related to how the The interviews were conducted with the managers of the information is organized at the workstation in order to make it