This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 calls:

Call 1: A caller who says he is going to turn himself in for killing a woman.

Key Topics:

1. Listening for red flags.

2. When to employ empathy.

3. Remaining neutral in difficult situations.

4. Following the standard questioning format.

5. Obtaining weapon information.

Learning Point: Swatting – A Public Safety Threat

Call 2: A caller reporting that she just found her son shot to death.

Key Topics:

1. Using the caller’s name.

2. Paying attention to background voices.

3. Gaps of silence.

4. Providing assurances.

5. Addressing caller safety.

Learning Point: Establishing an Accurate Timeline

Additional Resources:

1. The Effects of Crack Cocaine.

2. Skull Fractures.

3. Do the Job Right.