Dispatch Pro Lesson Summaries
2021 Lesson 12: Abandoned Newborn Discovered and Man Fell from Ladder
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.
Obtaining information from other witnesses.
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.