[Audio] UNIT 2 : CALL RECEIVING! HEART OF EMERGENCY COMMUNICATIONS Foundational Practices for 911 Communication Excellence.
[Audio] DESIRED OUTCOME Stopwatch with solid fill Send with speed Map with pin with solid fill Send correct location Send proper units Checklist with solid fill Give complete information 🎧 Start Listening Shield Tick outline Keep everyone safe Quill with solid fill Record the event Assist during the call.
[Audio] BUTT DIALS?? PROBLEM Many calls come in as hang-ups or accidental dials. These may seem minor — but should never be ignored.” RESPONSE “Use your instincts. Every call deserves attention.” Celebrate the spirit of 911 — vigilance and service..
[Audio] THINK THINK THINK BEYOND Use your instincts, judgment and know that anything can happen on 9-1-1. Good work here, celebrate the spirit of 9-1-1..
[Audio] WHAT WORKS / DOESN’T WORK WHAT WORKS WHAT DOESN’T WORK Complete information Missing details Caller engagement Losing caller Fast dispatch Delayed action A black background with a black circle AI-generated content may be incorrect. A black background with a black circle AI-generated content may be incorrect. A black background with a black circle AI-generated content may be incorrect. A black background with a black circle AI-generated content may be incorrect. 🎧 Start Listening A black background with a black circle AI-generated content may be incorrect. A black background with a black circle AI-generated content may be incorrect. How do we know what works? Complaints, lawsuits, and QC reviews..
[Audio] WHAT WORKS WHAT DOESN’T WORK Complete information Missing details Caller engagement Losing caller Fast dispatch Delayed action A black background with a black circle AI-generated content may be incorrect. A black background with a black circle AI-generated content may be incorrect. A black background with a black circle AI-generated content may be incorrect. A black background with a black circle AI-generated content may be incorrect. A black background with a black circle AI-generated content may be incorrect. A black background with a black circle AI-generated content may be incorrect. How do we know what works? Complaints, lawsuits, and QC reviews..
[Audio] . WHAT WORKS / DOESN’T WORK.
[Audio] CALL TAKER ATTITUDE Your mindset shapes the outcome. A call taker’s attitude is heard — not seen. Beliefs ➝ Behavior ➝ Caller experience.
[Audio] YOUR PRIORITIES PHONE NUMBER CALLER DETAILS INSIDE SCENE DESCRIPTION LOCATION FIRST House Apartment Business Cross streets Map with pin with solid fill 🎧 Start Listening.
[Audio] Ethics means service — not opinion. We are called to act, not to judge. Stay objective. Be the voice that helps. GO BEYOND TO SERVE.
[Audio] MORE BASICS, W’S. MORE BASICS, W’S.
[Audio] Who What Where When Why Weapons WHAT WHO WHERE Question Mark with solid fill Where not Who not What not Why not How come? WEAPONS WHEN THINK IT… Ask the right questions — and listen for what’s not said. WHY 🎧 Start Listening.
[Audio] HOW WE MISJUDGE CALLS 10 Reasons we under rate 10 Reasons we over rate Warning with solid fill Scales of justice with solid fill 🎧 Start Listening THE EFFECTS Responders Citizens Staff Self.
[Audio] VOICE AS A TOOL You can learn to use your voice and your words to show empathy, compassion and caring WHILE taking care of the business of sending. I don’t agree he was uncaring, I do believe he was more connected to understanding what was going on and trying to get the call out..
[Audio] DIFFICULT CALLS/CALLERS SITUATIONS CALLERS Children left alone Elderly Domestic Violence Disabled HBD callers Frightened Disaster – MCI Children Crisis Teens Suicide Rape Abuse Dying Politicians ESL.
[Audio] DIFFICULT CALLS/CALLERS ABILITY Synergy of Your Attitude, Knowledge, and Skills ATTITUDE Know Why 🎧 Start Listening Commitment Purpose ABILITY KNOWLEDGE SKILLS Process Know What Know How.
[Audio] Your dedication as a 911 call taker helps save lives, uphold justice, and provide calm in moments of chaos. THANK YOU For being the unseen voice behind every emergency..