Health Hazard Evaluation Report: HETA-2012-0081-3169, January 2013. Lighting, Indoor Environmental Quality Concerns, and Job Stress at a Call Center - California.

摘要

In February 2012, the AFGE submitted an HHE request to NIOSH regarding indoor lighting, IEQ, and job stress at a call center in California. We evaluated the call center on April 17-18, 2012. HHE Program investigators met with managers, local union representatives, and employees and observed work processes, practices, and workplace conditions throughout the call center. We measured illumination; examined the ventilation systems; and measured temperature, relative humidity, and carbon dioxide throughout the workday. We also administered a voluntary survey of employees to assess their health and safety concerns as well as their perceptions of the psychosocial work environment. We collected 53 light measurements throughout the call center. The light level averaged 50.7 footcandles, meeting the U.S. GSA illumination recommendations. However, luminance levels (commonly called brightness) in the employee's field of view can cause glare. This glare may cause some of the visual discomfort reported by employees. The CO2 concentrations in the call center ranged from 410 to 635 ppm during this evaluation; outdoor concentrations were 380 ppm. Indoor CO2 concentrations were similar to outdoor concentrations, suggesting that the call center ventilation was adequate. Temperature in the call center ranged from 68DGF to 76DGF, and relative humidity ranged from 43% to 49%, compared to an outdoor temperature of 60DGF to 71DGF and relative humidit ranging from 49% to 54%. These values are within the ASHRAE-recommended thermal comfort guidelines. We measured airflow at 71 of 86 ceiling diffusers. Airflow ranged from 0 cfm to 917 cfm, demonstrating that supply air was not evenly distributed to all occupied areas of the call center by the ventilation systems. We were unable to measure airflow at all diffusers because furniture or file cabinets blocking access. We received 283 completed employee surveys (85% response rate) on job stress, work-related health and safety concerns, and psychosocial factors at work. Participants' reported levels of job stress and concerns for their health at work were moderately high. Most participants reported very little concern for their own personal safety at work. Some employees indicated that they were concerned about being physically attacked by a member of the public on the building grounds or by another call center employee. To address job stress, work-related health and safety concerns, and psychosocial factors we recommended creating a joint management and employee health and safety committee.