9-1-1 Caller, Volume 3, Number 4, September/October 1991 Page: 3
This periodical is part of the collection entitled: Texas State Publications and was provided to The Portal to Texas History by the UNT Libraries Government Documents Department.
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9-1-1 Call-Handling Tips
To Insure Prompt Service
By Helen SommersPublic safety agencies have a com-
mon answering phrase when answering
their seven-digit emergency numbers,
by identifying the public safety agency,
followed by: "What is your emer-
gency?"
When 9-1-1 goes live, it is
suggested to identify the PSAP by
adding 9-1-1 to the public safety
agency name. Developing call-
handling procedures is encour-
aged at the local level. ACSEC is
available to assist when needed.
Emergency situations can
cause high emotions, pumping
adrenaline, and temporary mem-
ory loss. Every call you handle
may not be a life or death situ-
ation, or constitute a threat or loss
of property. Discern the level of
urgency, and treat each call ap-
propriately. With that in mind,
here are some tips in developing
procedures.
** Do **
Ascertain pertinent in-
formation to process the call,
including phone number, address,
and the nature of the emergency in order
to transfer or dispatch the call to the ap-
propriate responding agency.
Remain calm when speaking to
an emotional caller; take control of the
call. Distressed persons, as well as
children or elderly persons, may requirepatience and care.
When transferring a call, use
the phrase "Stay on the line for (the
public safety agency). Do not hang
UP."Karen Lusk, Police Dispatcher for the
City of Cleburne in Johnson County,
demonstrates the use of 9-1-1 equipment.
Johnson County, a member of the North
Central Texas Council of Governments,
implemented 9-1-1, August 3.To place a call on hold, use the
phrase "Stay on the line."
Staff adequately for bilingual
calls (where applicable).
Speak clearly into the phone.
Practice telephone etiquette: such
phrases as "Thank you,"
"Excuse me," "I'm sorry,"
and "May I help you?" will
help communication with the
caller.
Allow calling party to
hang-up first when a call is
completed.
Be alert and ready to
receive incoming emergency
calls at any time.
** Don't **
Don't argue with or
/I shout at the caller. This will
cause more stress for an al-
ready distraught person.
Don't ignore some-
one's plea for help. A voice
can be deceptive when a per-
son has gone into shock, or is
in a crisis situation.
Don't assume that
information you need is given correctly.
Be certain. Verify phone number and
address.
Don't rush the caller. Haste
makes waste, and hinders the emergency
communication.
Don't use slang. Be direct and
to the point.Emergency situations can cause
high emotions, pumping adrenaline,
and temporary memory loss. . . Dis-
cern the level of urgency, and treat
each call appropriately.9-1-1 Caller 3
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Texas. Advisory Commission on State Emergency Communications. 9-1-1 Caller, Volume 3, Number 4, September/October 1991, periodical, September 1991; Austin, Texas. (https://texashistory.unt.edu/ark:/67531/metapth1203743/m1/3/?q=%22%22~1: accessed July 16, 2024), University of North Texas Libraries, The Portal to Texas History, https://texashistory.unt.edu.; crediting UNT Libraries Government Documents Department.