PLS Dispatch Pro

2021 Lesson 12: Abandoned Newborn Discovered and Man Fell from Ladder

Release Date: 

12/1/2021

This one-hour training helps prepare dispatchers to handle 9-1-1 calls involving abandoned newborns and people who have fallen from ladders. In the first section, a grocery store employee finds an abandoned newborn baby in a shopping cart. The section addresses: 


- Risks involved with providing callers information and asking them to confirm the information. 

- Obtaining direct callback information. 

- Transferring calls. 

- Obtaining information from other witnesses. 

- Scene safety. 

- Safe Baby Haven laws. 

- Avoiding gaps of silence. 


In the second section, a child caller reports that his father fell off a ladder and is nonresponsive. The section addresses: 


- Salutation best practices.

- Adjusting questioning techniques for child callers. 

- Why giving a caller information before asking them to provide it is discouraged.  

- Using open-ended questions rather than closed-ended questions.  

- Informing callers when a gap of silence is necessary. 

- Obtaining a caller’s acknowledgement of a direction or instruction. 

- Avoiding stacked questions.