By: 911 Dispatcher

911 Dispatcher
Thu, 19 Jun 2014 18:13:14 +0000

I have taken many calls where the calling party is screaming, hysterical or crying. The object of the calltaker is to get critical information out of this frantic situation. There are techniques that are generally accepted for controlling a caller and gleaning useful information. Sometimes, however, they fail. As a last resort it becomes necessary to act in a manner that to the uninvolved may seem harsh and condescending. It is certainly easy to be critical of a written transcript that is void of tone and emotion. I suggest a few minutes perusing the internet searching for 911 call recordings. Listen to the screaming and wailing of a distraught mother who is holding a non-breathing 6 month old...and tell me how you would get through to her. Attempt to determine where a vehicle accident is by talking to a victim trapped upside down in a burning car...then tell me what you would say to help calm them. Hindsight can be a great device for bringing clarity to a situation, but it can be a horrible tool for judging actions of those involved at the time.