Capstone Project
Title: Stress Management Training for 911 Dispatchers
Client: Monterey County Emergency Communications Department, CA Format: eLearning product Length: approx. 2 hours of instruction Executive Summary
The problem as described by the client was that the Emergency Communications Department is understaffed due to frequent burnout of 911 dispatchers. This forces the management of the Department to require that the dispatchers work overtime which closes the vicious cycle of dispatcher stress and burnout. Learner analysis and literature review confirmed the assumption that stress is one of the causes of dispatchers' dissatisfaction with work, as well as that there is a gap in knowledge about stress, and no stress management training specifically for 911 dispatchers is available to the learners.
Therefore, the goal of this project is to guide dispatchers towards the reduction of work-related stressors and development of resilience to stress. To meet this goal the most formidable approach was to develop an unconstrained digital training program. 911 dispatchers must be able to adopt a resilient behavior, have specific skill sets, use provided resources, and most importantly be supplied with the appropriate support. The proposed solution was to create a series of self-guided online instructional modules developed in Adobe Captivate and delivered asynchronously through the client's LMS. The eLearning product includes four modules:
The course takes approximately 2 hours in total to complete, each module varying in length from 10 to 40 minutes. Evaluation instruments - Pre-Test and Post-Test - were developed in correspondence with the learning objectives and are delivered through Google Forms along with a Usability Survey. |
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