Customer service
Elderly & Child Callers
9-1-1 PSAPs
About Us
SOP
100

This requires that the listener fully concentrate, understand, respond and then remember what is being said.

What is Active listening?
100
Elderly callers often process information this way.
What is "a slower rate than someone who is younger"?
100
The definition of a PSAP
What is "Public Safety Answering Point"?
100
Lee Control dispatches for this many fire districts?
What is "19"?
100
It is Lee Control's policy to verify an address this many times.
What is "3"?
200
You should always attempt to answer calls on this ring.
What is the 1st ring?
200
Children often make 9-1-1 calls to do this for a parent.
What is "translate"?
200
These agencies are the Primary PSAPs in Lee County
What are "Lee Co. SO, Sanibel PD, Cape Coral PD, Fort Myers PD"?
200
This is the only fire district in Lee County that is not dispatched by Lee Control.
What is "Cape Coral FD"?
200
How call takers should obtain the phone number of a caller.
What is, "what is the phone number you are calling from?"
300
It is important that a call taker do this to ensure a caller knows that they will receive help.
What is "reassure"?
300
Sometimes taking a call from a child can be this.
What is "surprisingly easy"?
300
This Secondary PSAP is the only one in Lee County that receives ANI/ALI on 9-1-1.
Who is "Lee Control"?
300
This fire district is in the south part of the county and provides their own ambulance service.
Who is "Fort Myers Beach FD (Lee Control still dispatches for them)?
300
These are not allowed during training unless specifically approved by CTO, Supervisor or Director.
What are "electronic devices"?
400
Callers with an emergency are rarely in this.
What is "hysteria"?
400
When talking to a child caller, you may need to change this to be more age appropriate.
What is "wording"?
400
This Lee County agency has the most 9-1-1 trunks.
What is "LCSO- 10"?
400
This fire district is in the northeast part of the county and provides their own ambulance service.
Who is "Lehigh Acres Fire District (Lee Control still dispatches for them)?
400
An employee can only be late this many times in a six month period, before corrective action.
What is "3"?
500
Callers can typically be calmed down by a process known as this.
What is "Repetitive Persistence"?
500
A call taker may need to change these two things when speaking to an elderly caller.
What is "rate and pitch"?
500
These Lee County agencies are considered Secondary PSAPs, but don't receive ANI/ALI screen information.
Who are "FGCU- receive 911 from landlines on campus only & FHP- receive *FHP calls only"
500
This is the primary ambulance provider in Lee County.
Who is "LCEMS (Lee County Emergency Medical Service)"?
500

When unable to report for duty due to illness or injury, it is the employee’s responsibility to notify the appropriate Shift Supervisor with as much notice as possible, but no later this many hours prior to the beginning of the shift.

What is "2 hours"?
M
e
n
u