Call Handling Techniques for 9-1-1 Officers

What is one of the six call-handling techniques required of a 9-1-1 Officer ?

• Rapid decision making

• Courtesy and professionalism

• Efficient resource management

• Advanced technical skills

What should a 9-1-1 Officer do if the situation does not warrant a field response?

• Send a field responder regardless

• Be courteous and explain why a responder will not be sent

• Ignore the caller's request

• Transfer the call to another department

What is the first step a 9-1-1 Officer must take when responding to a call according to the document?

• Ask the caller for their personal details

• Verify the location of the emergency

• Start controlling the conversation

• Determine the type of emergency

According to the document, why is it critical for a 9-1-1 Officer to control the flow of information during a call?

• To verify the caller's identity

• To manage the duration of the call

• To ensure the most appropriate response is given quickly

• To train the caller for future emergencies

What can the dialogue between the 9-1-1 Officer and the caller be viewed as?

• As a negotiation

• As an interrogation

• As a casual conversation

• As a briefing

What should a 9-1-1 Officer do if the first caller does not require an immediate response and a second, more urgent call comes in?

• Disconnect the first caller and focus on the second call.

• Place the first caller on hold and address the second call.

• Ask the first caller to call back later.

• Ignore the second call until the first is completely handled.

What is the recommended action for handling an Information Seeker who calls the 9-1-1 emergency line?

• They should be encouraged to keep calling 9-1-1.

• They should be referred to a non-emergency line unless specified otherwise.

• They should be ignored to discourage misuse of the system.

• They should be instructed to only call during specific hours.

Which type of caller may use the 9-1-1 system to report situations that are not actual emergencies?

• Information Provider

• System Abuser

• Lonely Caller

• Mental Disorder Callers

What has significantly reduced the number of false calls to emergency services in recent years?

• Stricter laws against false reporting

• Enhanced 9-1-1 technology

• Increased public awareness programs

• Higher penalties for false calls

What is a common issue faced by emergency agencies from Mental Disorder Callers?

• They provide too much unnecessary information.

• They use the emergency line for non-emergency conversations.

• They repeatedly call on emergency and non-emergency lines.

• They only call during specific emergencies.