Call Taking Mastery Trainer’s Guide – 12 Tools


“So I asked those in the workshop, can you achieve MASTERY in this work?  Some nodded yes, some no, some blank stares.”  Sue Pivetta

41 pages of useful tools and information in PDF format.


This is a GREAT In-Service or Academy training resource.  What the industry did not do early on in the training programs is to NAME the tools that were used every day by the experts.  Yes experts who had achieved ‘mastery’ in the work of emergency call taking.  We don’t all do it different.  Mastery is defined as success.  In every other attempt at every other work or sport there are those who have achieved success.  So what is success in emergency call taking?  That also needs to be defined.  This book brings forth an entirely new thought process.

The answer is YES you can achieve MASTERY.  The first and only training to offer a ‘TOOL BOX ‘ full of practical best practices.

This concise book explores competency levels, KSAs, tools and practical and useful information for Emergency Call Takers..  9-1-1 calls embedded in a Power Point slide show demonstrate the concepts offered in this training.

Great NEW concept in call taker training for much less than one workshop and will live long past the ‘lecture’.  Comparable to 10 hours of training, retraining or inservice.  What we like to do with this is introduce the TOOLS and then have the learners identify where the tools were used or MISSING in the calls presented.  Awesome learning.