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Dispatch Pro Lesson Summaries

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


Release Date:

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.

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