Beyond the Frontline: Exploring Indirect Trauma and Organisational Stress in Emergency Communication Centre Employees

Emergency communication centre employees are indirectly exposed to potentially psychologically traumatic events (PPTEs), yet research on their mental health is limited. This national census survey (73.4% response rate, n=58) examines symptoms of Major Depressive Disorder (PHQ-9), Generalised Anxiety Disorder (GAD-7), and PTSD (SPRINT) among Fire and Emergency New Zealand personnel. It also explores PPTE exposure, organisational stressors, employee experiences, and coping mechanisms (AUDIT-C, emotional numbing scale) using mixed methods. Results show 64% screened positive for at least one mental disorder, with high rates of emotional numbing (31%) and hazardous alcohol use (51%). Qualitative analysis, including interviews and open-text survey responses, highlights stressors such as inadequate staffing, excessive workload, and lack of support. As the first dedicated study on this group in New Zealand, findings highlight the urgent need for targeted interventions.