Doctoral Dissertation Research: The Process and Consequences of the Work of 911 Dispatchers

这项博士论文研究旨在了解911调度员日常工作的过程和结果。这项研究的重点是调度员如何理解和应对通过911线路传达的公民紧急情况，调度员如何在计算机辅助调度(CAD)系统中对公民呼叫进行编码，调度员压力的来源，以及调度员如何应对压力，以及调度员如何受到同事和相关组织的培训、治疗和感知。将在城市公安局应急通信中心进行广泛的实地工作，在那里接听911电话，派遣部队。将完成对中心日常行动的数据分析，对调度员、主任、主管和学员的采访，过去电话、来电的记录，来自CAD系统的信息，操作室和餐饮区的随意互动，培训手册和书籍，以及来自媒体、市、州法院和州警察的其他相关文件和文件。这项研究贡献了社会学领域的三个文献：国家分类实践、街头官僚机构和职业社会学。实证分析试图回答一个经典的和当代的理论问题，即公民如何代表和体验国家。这项研究审查了应用国家分类制度的过程以及这一过程的成本和后果。该外地站点提供所有来电、电话记录、培训材料、现场观察访谈以及来自城市、大城市警察局的CAD登录。这项研究可能会展示街道级别的州政府雇员(911调度员)如何参与国家分类，架起复杂的社会生活和明确的官僚类别之间的桥梁。它有助于更多地了解国家类别是如何应用和复制的，以及外部世界和国家表示形式之间的对应是如何通过人类代理人的不断努力实现的。这项研究还将为911调度员经历的压力和痕迹提供实用和政策相关的指导，并让公民更好地了解911调度系统是如何工作的。

This doctoral dissertation research seeks to understand the process and consequences of 911 dispatchers' daily work. The study focuses on how dispatchers understand and respond to citizens' emergency situations communicated through 911 lines, how dispatchers code citizens' calls in the Computer Aided Dispatch (CAD) system, the source of dispatcher stress, and how dispatchers cope with stress, are trained, treated and perceived by their colleagues and related organizations. Extensive fieldwork will be conducted in an urban police department's emergency communication center where 911 calls are answered and units dispatched. An analysis will be completed of data from day-to-day actions in the center, interviews with dispatchers, directors, supervisors and trainees, records of past calls, incoming calls, information from CAD system, casual interactions in the operation room and dining area, training manuals and books, as well as other relevant documents and files from the media, the city, state court, and the state police. This study contributes to three bodies of literature in the field of sociology: state classification practices, street-level bureaucracy and the sociology of the professions. The empirical analysis seeks to answer the classical and present-day theoretical question of how the state is represented to and experienced by citizens. The research examines the process through which the state classification system is applied and the costs and consequences of this process. The field site provides access to all incoming phone-calls, phone records, training materials, on-site observation interviews as well as CAD log-ins from an urban, big-city police department. The study will potentially demonstrate how street-level state employees (911 dispatchers) engage in state classification that bridges complex social life and clear-cut bureaucratic categories. It contributes to an increased understanding of how state categories are applied and reproduced, and how the correspondence between the outside world and state forms of representation is accomplished through the constant efforts of human agents. The research will also provide practical and policy-relevant guidance regarding the stress and trails experienced by 911 dispatchers and provide for citizens a greater understanding of how the 911 dispatch system works.