This is a one-hour lesson where the dispatcher will listen to two calls. The first call in the lesson is a report of a subject who has fallen from a window; and in the second call the reporting party is reporting that he just came home and has found an intruder in the house with his grandma.

In both calls, the scenes are chaotic, and the lesson reinforces the need for situational awareness and the importance of adhering to established questioning techniques to keep the call flowing with information. The lesson examines both what the dispatchers did what and how a dispatcher could improve the handling of the calls.