Determining occupational stress factors in the activity of 112 Service operators

Abstract

This article identifies and analyzes the main occupational stress factors that influence the professional activity of operators within the 112 National Unified Service for Emergency Calls, one of the most demanding professions in the field of emergency intervention. The research is based on the analysis of data obtained through the application of standardized questionnaires and structured interviews, which allowed for an in-depth analysis of the phenomenon and highlighted causes such as the high volume of calls, the emotional and sometimes traumatic nature of the managed situations, and the lack of adequate human and organizational resources. The consequences of occupational stress are reflected in operators’ psychological well-being, professional performance, and quality of life of the operators. Shift work, repeated exposure to critical incidents, and the absence of effective psychological support mechanisms further increase the risk of professional burnout. The study’s conclusions emphasize the necessity of implementing systematic institutional interventions aimed at preventing occupational stress, strengthening psychological resilience, and promoting mental health, and a healthy working environment for 112 Service operators.