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.