Stress in emergency telephone number operators during the COVID-19 pandemic: the role of self-efficacy and Big Five personality traits
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Department of Health Psychology and Quality of Life, Institute of Psychology, Opole University, Opole, Poland
Emergency Notification Center, Opole, Poland
Rafał Gerymski   

Department of Health Psychology and Quality of Life, Institute of Psychology, Opole University, Opole, Poland
Submission date: 2022-02-10
Final revision date: 2022-04-08
Acceptance date: 2022-04-11
Online publication date: 2022-05-31
Emergency telephone number operators experience many challenges in their work during the COVID-19 pandemic. Their personality traits and self-efficacy may act as important factors in their level of perceived stress. The aim of this study was to determine the relationship between Big Five personality traits, self-efficacy and perceived stress among emergency tele-phone number operators during the COVID-19 pandemic.

Participants and procedure:
One hundred emergency telephone number operators participated in the study. The Perceived Stress Scale (PSS-10), Ten Item Personality Inventory (TIPI) and Generalized Self Efficacy Scale (GSES) were used.

Emergency telephone number operators experienced a moderate level of perceived stress. The level of perceived stress was associated with all Big Five personality traits and self-efficacy. Stepwise regression showed that self-efficacy and emotional stability were significant predictors of perceived stress in a tested sample of emergency telephone number operators. Self-efficacy acted as a mediator between the 4 Big Five personality traits (except extraversion) and perceived stress.

Self-efficacy can be a very important resource during the struggle of emergency telephone number operators with the suc-cessive waves of the COVID-19 pandemic. Operators with a high level of this resource can more effectively cope with the changes and perceive stress as lower. Individuals’ personality traits may affect the level of self-efficacy that determines how stress is perceived. It is important to strengthen the self-efficacy of those involved in the fight against the COVID-19 pan-demic.

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