2. Call Receiving Narrated UPDATED

[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..