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.