Identifying competencies that support 911 emergency call centre agents and reduce psychosocial risks

摘要：

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.

作者: Toulouse G. St-Arnaud L. Lévesque J Duhalde D. Paillé A Delisle A Comtois A-S.

作者单位: Institut de recherché Robert-Sauvé en santé et sécurité Montréal, Québec, Canada Université Laval, Québec, Canada Université du Québec à Montréal, Canada Université de Sherbrooke, Québec, Canada

会议类型: 国际会议

会议名称: 17th World Congress on Ergonomics(第十七届国际人类工效学大会)

会议地点: 北京

会议语种:英文

页码: 1-5

在线出版日期: 2009-08-09（万方平台首次上网日期，不代表论文的发表时间）