JMIR Publications

ABSTRACT

Background:

Demanding working conditions and secondary exposure to trauma may contribute to a high burden of stress among 9-1-1 telecommunicators, decreasing their ability to work effectively and efficiently. Online mindfulness-based interventions (MBIs) can be effective in reducing stress in similar populations. However, low engagement may limit intervention effectiveness.

Objective:

To assess participant engagement in an online MBI designed for 9-1-1 telecommunicators. Specifically, we sought to describe: (1) participant characteristics associated with intervention engagement, (2) participant perspectives on engaging with the intervention, and, (3) perceived challenges and facilitators to engagement.

Methods:

We used qualitative and quantitative data from participant surveys (n=149) collected to assess the efficacy of the intervention. We conducted descriptive and bivariate analyses to identify associations between demographic, psychosocial, and workplace characteristics and engagement. We conducted a thematic analysis of qualitative survey responses to describe participant experiences with the MBI.

Results:

No individual participant characteristics were associated with level of engagement (low versus high number of lessons completed). Participant engagement did vary by call center (P<.001). We identified the following overarching qualitative themes: (1) participants perceived benefits of mindfulness practice; (2) participants perceived challenges to engaging with mindfulness and the intervention; and (3) intervention components facilitated engagement. Participants expressed positive beliefs in the perceived benefits of practicing mindfulness, including increased self-efficacy in coping with stressors and increased empathy with callers. The most commonly cited barriers were work-related, particularly not having time to do the intervention at work. Facilitators included shorter length meditation practices and the availability of multiple formats and types of intervention content.

Conclusions:

Our findings suggest that efforts to improve intervention engagement should focus on organizational-level factors rather than individual participant characteristics. Future research should explore the effect of mindfulness practice on the efficiency and effectiveness of 9-1-1 telecommunicators at work.