title: Improving the health and safety of 911 emergency call centre agents: an evaluability assessment of a knowledge transfer strategy.
abstract: A knowledge transfer (KT) strategy was implemented by the IRSST, an occupational health and safety research institute established in Québec (Canada), to improve the prevention of psychological and musculoskeletal problems among 911 emergency call centre agents. An evaluability assessment was conducted in which each aspect of the KT approach was documented systematically to determine whether the strategy had the potential to be evaluated in terms of its impact on the targeted population. A review of the literature on KT in occupational health and safety and on the evaluation of such KT programmes, along with the development of a logic model based on documentary analysis and semi-structured interviews with key stakeholders, indicated that the KT strategy was likely to have had a positive impact in the 911 emergency call centre sector. Implications for future research are discussed.
authors.affiliation: a University of Montreal , Canada.
authors.forename: Christian
authors.initials: C
authors.lastname: Dagenais
authors.affiliation: a University of Montreal , Canada.
authors.forename: Laurence
authors.initials: L
authors.lastname: Plouffe
authors.affiliation: b Institut de recherche en santé et en sécurité du travail (IRSST) , Canada.
authors.forename: Charles
authors.initials: C
authors.lastname: Gagné
authors.affiliation: b Institut de recherche en santé et en sécurité du travail (IRSST) , Canada.
authors.forename: Georges
authors.initials: G
authors.lastname: Toulouse
authors.affiliation: a University of Montreal , Canada.
authors.forename: Andrée-Anne
authors.initials: AA
authors.lastname: Breault
authors.affiliation: c Research officer in human and social sciences , Canada.
authors.forename: Didier
authors.initials: D
authors.lastname: Dupont
mesh_terms: D000070456:Call Centers; D006293:Health Promotion / Q000458:organization & administration*; D006801:Humans; D019359:Knowledge; D009140:Musculoskeletal Diseases / Q000517:prevention & control; D009784:Occupational Diseases / Q000517:prevention & control*; D015397:Program Evaluation; D011792:Quebec; D000068099:Trauma and Stressor Related Disorders / Q000517:prevention & control
keywords: emergency call centre agents; evaluability assessment; knowledge transfer; occupational health and safety