Roles of Telecommunicator
T or F: Telecommunicators must have a sense of empathy when dealing with callers.
What is true?
T or F: You can change the priority of a call.
What is true?
What the acronym CYMBALS stands for.
What is color, year, make/model, body style, and other identifiers, License and State?
Someone is reporting vandalism at the park, this is the correct call type to use.
What is VAND?
MCSO calls for code 1 cover on a domestic outside Stayton, they are 10 minutes out, this is the correct call type to use.
What is AOA?
Can a Telecommunicator give medical instructions on how to help someone who is alone and choking?
What is yes?
911, what city is your emergency?
What is 911 greeting?
What LKA stands for.
What is last know address?
Caller reports that his lawn mower has been stolen from his locked shed, this is the correct call type to use.
What is a theft?
Security calls in to report that they have a shoplifter in custody after fighting with them, this is the correct call type to use.
What is strong armed robbery?
Why could a Telecommunicators job be stressful?
What is being under pressure and dealing with difficult situations?
An event that has occurred fifteen or more minutes prior to the call coming in.
What is cold calls; not I/P or J/O?
What LSW stands for.
What is last seen wearing?
There is a EDP patient that has called for the third time in the same day for a medic reporting trouble breathing, the prior two times were refusals; this is the correct thing to do.
What is enter a call for service, you never want to assume that liability.
An employee from 7-11 calls in reporting they have been robbed, the suspect left and took $500.00 cash, they didn't a gun, but the suspect had what looked like a weapon in his jacket. This is the correct call type to use.
What is armed robbery?
Ways to acknowledge the caller's emotions, that takes little effort on your part.
What are:
1. This must be very upsetting to you.
2. This must be very frustrating.
3. I hear how angry you are, I would be to.
4. I'm sorry that happened to you.
First piece of information you get from a caller?
What is location? Technically second, if they answer what City.
Code for "lunch break".
What is code-7 or 18.
This the key to getting much more information from your callers more quickly.
What is portraying warmth, empathy and compassion. **Just because you may be respectful to the caller doesn't mean you are giving them good service. Saying Sir or ma'am with a curt or dismissive tone isn't the key. It is not what you say but more about how you say it.
A caller is reporting that in the parking lot of Safeway a male is brandishing a knife in his direction, this is the correct call type to use.
What is menacing?
Continue to do this to expand you skill levels.
What is regular QA review and assessment.
Strive for this on all calls, not that.
What is excellence, not perfection.
What DOT stands for.
What is direction of travel?
This matters more to the caller.
What is what we are willing to do for them, not what you cannot or will not do for them. **How you say it matters** "We don't do that". vs "Let me tell you what options you have to deal with that situation".
Silverton Hospital security called in reporting a female was assaulted by her live in boyfriend, unknown where it occurred. This is the correct call type to use.
What is FAMD?