Way To Go 911 – Sister Shot


Let’s not teach what NOT to do, let’s give examples of great work and then say why it’s great.  Oh, we did that!


VIDEO DOWNLOAD. Way To Go 911 series came after watching ‘don’t do this‘ training going on way too much.  You know where poor work, work that ended up in lawsuits and very difficult calls were meant to teach trainees what NOT to do.  We decided it was time to find great (but not perfect) calls and use these to demonstrate the great work that happens every day in the Comm Center.  So we found three that we scripted and then went exhaustively through the call pulling out the TOOLS and skills used by the call taker.  So yes, way to go call takers.  We also did point out anything that could have been better and why.

Sister Shot is one of a trainees first call.  A boy has shot his sister while she slept in her bed.  In the call he described what we can recognize as being in ‘crisis’ and no intervention.  The call taker did a good job and used many tools.  We also pointed out that she should have asked for a description of the caller in case he decided not to stick around for PD.  It’s a good training.

Great training tool for call takers – teach not only tools but ‘critical thinking’.  There let’s recognize good work!!