Abstract

Background: Emergency operators are responsible for determining the nature of callers' problems, responding to them, and dispatching an appropriate rescue team. In addition, they provide instructions on cardiopulmonary resuscitation, bleeding control, airway management, and other life-saving procedures. Emergency operators are often faced with difficult situations. This study aims to highlight novel aspects of emergency operators' professional life and to achieve a deep understanding of their experiences of difficult conditions as well as the way they manage them. Materials and Methods: This qualitative study was carried out using a phenomenological method. Purposeful sampling was used to select 12 individuals of 1-1-5 emergency operators in Kerman in 2019. Data were collected using in-depth and semi-structured interviews. Results: The participants were 8 males and 4 females who had been working as a dispatcher for 3-17 years. As many as 13 subthemes were elicited and categorized into 3 themes. The main themes were uncertain conditions, caller communication problems, and organizational constraints. Coping skills and communication skills were found out to be effective in managing such problems. Conclusion: According to the findings of this study, 1-1-5 emergency operators in Kerman, with the responsibility of saving patient life, try to solve problems in the best way. Governmental officials are expected to provide service trainings to increase operators' theoretical and practical knowledge and to harness their communication skills so as to provide more efficient services to patients.