Queensland Emergency Dispatchers – Trauma and Wellbeing Research Project

The Customer invites Queensland-based research providers, including both university and non-university organisations, to deliver a 12-month research project examining trauma exposure and psychological wellbeing within the Queensland emergency dispatcher workforce including Emergency Medical Dispatchers (Queensland Ambulance Service), Police Communications Operators (Queensland Police Service) and Fire Communications Officers (Queensland Fire Department).

The research will:

i. quantify and analyse trends in the psychological wellbeing, trauma exposure, workforce participation, absenteeism, retention and other relevant workforce indicators among emergency dispatchers;

ii. identify organisational, leadership, supervisory and workforce practices that contribute to positive psychological wellbeing, workforce retention and job satisfaction;

iii. examine factors that support successful transition into emergency dispatcher roles, including recruitment, onboarding, training and early workforce experiences;

iv. explore the lived-living experience of emergency dispatchers, including factors associated with psychological distress and positive workforce outcomes;

v. identify similarities and differences across participating agencies and operational centres, including opportunities for cross-agency learning and shared improvement strategies; and

vi. highlight opportunities for system improvements that strengthen psychological safety, workforce sustainability and trauma-informed organisational responses within the Queensland emergency dispatcher context.

Background information / Compatibility requirements

Suppliers are invited to propose a fit for purpose research design that can deliver robust and policy-relevant insights. Core activities include:

• Mixed-methods research design incorporating both quantitative and qualitative components;

• Quantitative analysis of available workforce and administrative datasets (subject to approval), including the analysis of:

o psychological wellbeing indicators

o trauma exposure indicators

o workforce retention and turnover

o absenteeism and leave utilisation

o workers compensation and psychological injury data (where available)

o recruitment and onboarding outcomes

o job satisfaction and workforce engagement indicators

o other relevant psychosocial and workforce metrics;

• Qualitative data collection, including interviews and/or focus groups with emergency dispatchers and relevant stakeholders;

• Comparative analysis with relevant national and international literature to contextualise findings;

• Identification of key risk factors, protective factors, and systemic gaps in current workplace supports;

• Review and synthesis of relevant existing agency research, evaluations and workforce wellbeing initiatives to build upon current evidence and avoid duplication of efforts;

• Identification and analysis of organisational practices, supports and interventions currently perceived to be effective, including supervision models, peer support, wellbeing initiatives, leadership approaches and workplace adjustments;

• Examination of factors contributing to successful transition from training into operational emergency dispatcher roles;

• Comparative analysis across participating agencies and operational centres to identify transferable lessons and examples of good practice;

• Consideration of potential organisational and economic benefits associated with improved workforce wellbeing, retention and participation, including development of evidence to inform future investment decisions where feasible;

• Development of evidence-informed, trauma-informed system improvement recommendations; and

• Clear translation of findings into practical, actionable strategies for participating agencies.

Desired Outcomes ('Nice to haves', Conditions & Warranties, SLA's, Project benefits):

It is mandatory that eligible Suppliers:

• have no outstanding liability, service delivery or performance issues for funding previously and/or currently provided by the Queensland Government;

• not be bankrupt or subject to insolvency proceedings;

• not be a State or Commonwealth Government agency/statutory entity, an unincorporated association, a sole trader, or an individual;

• have a registered Australian Business Number, and be registered for GST purposes where relevant;

• not accept any form of funding from tobacco and/or alcohol companies or their related foundations either directly or indirectly or promote the use of tobacco, alcohol or illicit drugs; and

• not seek to promote political or religious views or ideologies.

Updates made to this request:

Please note: The following attachment has been recently added.

1. Added: Clarification of QLD Based supplier.docx

Please consider this attachment when responding.

Buyer: Queensland Mental Health Commission

Buyer location: 400 George St, Brisbane City, Queensland 4000, Australia

VendorPanel reference: VP525511

Buyer's reference: QMHCITO26919

Opens: Monday 14 September 2026 (E. Australia Standard Time)

Closes: Wednesday 14 October 2026 01:00 PM (E. Australia Standard Time)

Supplier query cut-off: Monday 28 September 2026 01:00 PM (E. Australia Standard Time)

Expected decision: Wednesday 11 November 2026 (E. Australia Standard Time)

Categories: Defence & Law Enforcement Services & Equipment; 1: Law Enforcement Services; Fire & Safety; 1: Safety & Rescue Services; Training & Development; 1: Academic Research Regions of service: Queensland; 1: Brisbane; 2: Central West; 3: Darling Downs; 4: Far North; 5: Fitzroy; 6: Gold Coast; 7: Mackay; 8: North West; 9: Northern; 10: Offshore (QLD); 11: South West; 12: Sunshine Coast; 13: West Moreton; 14: Wide Bay-Burnett; All Regions of Service locations are within Australia.

Tender documents: 4

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