An Emergency Center Call Taker Task Analysis

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Authors
  1. Vinson, N.G.
  2. Lapointe, J.F.
  3. Lemaire, N.
Corporate Authors
NATIONAL RESEARCH COUNCIL CANADA, OTTAWA ON (CAN) DIGITAL TECHNOLOGIES RESEARCH CENTRE;DEFENCE RESEARCH AND DEVELOPMENT CANADA, CENTRE FOR SECURITY SCIENCE, OTTAWA ON (CAN)
Abstract
Much of the emergency response literature focuses on disaster response [1, 2, 3]. In contrast, our focus in this article is primarily on day-to-day emergencies (such as automobile accidents) rather than disasters (such as a hurricane). There are several differences between emergency response and disaster response that affect tasks, workflows, and roles. These differences make it difficult to generalize findings from disaster response to emergency response. Our study of day-to-day operations of an emergency call center therefore contributes to an underrepresented literature.

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Keywords
Emergency/Crisis Management;First Responder;Task Analysis
Report Number
DRDC-RDDC-2021-C256 — Contract Report
Date of publication
01 Oct 2021
Number of Pages
4
DSTKIM No
CA061193
CANDIS No
813964
Format(s):
Electronic Document(PDF)

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