EMD-Q standards
Customer service definition - ANS-Positive ambiguity
Voice tone
Repetitive persistence
ECCS 1 - ANS-Normal tone/ volume
ECCS 2 - ANS-Anxious or conceded caller
ECCS 2 - ANS-Distressed but responsive
ECCS 3 - ANS-Yelling/ not listening
ECCS 4 - ANS-Hysteria
Standard 10 ( fast track) - ANS-Process to move though case entry quickly when there is
appropriate info gathered
Standard 11 (freelance questions) - ANS-Call taker may not use freelance questions or
instructions at any time
Standard 12 cold call - ANS-Event that must have occurred in the past
Standard 13 (order) - ANS-All questions and instructions will be read in the order prescribed by
the protocol
Standard 14 ( safety questions) - ANS-Give caller scene safety instructions when possible and
appropriate to do so
Standard 15 (sub questions) - ANS-Call taker must ask sub questions when possible and
appropriate
Standard 16 (questions/instructions/tools) - ANS-No protocol questions are to be asked in a in
appropriate area of the protocol
Standard 17 (new or updated info) - ANS-If new info is given the call taker is expected to move
to the correct point in the protocol
Standard 18 (appropriate protocol links) pictures - ANS-Pictures that help assist the call taker to
stay in concert with structure and function
Standard 19 ( failure to shunt) - ANS-Call taker will shunt to appropriate protocol when directed
Standard 20 ( inappropriate shunt) - ANS-Moving to incorporate Protocol when new info is given
Standard 21 (suspending interrogation) - ANS-Suspending questioning only if defined by
circumstances or directed by protocol
Standard 22 (calming & caller management) - ANS-Call taker may interrupt the protocol script to
calm caller
Standard 24 (description essentials) - ANS-Essential info that may not be scripted such as
weapons people and suspects
Standard 25 (lists) - ANS-Tools designed to assist in gathering info that are NOT to be read to
the caller
Standard 26 (txt2911) - ANS-Callers must text each appropriate question but for sake of time
may shorten questions
Standard 27 ( record info correctly) - ANS-If call taker improperly records an answer it can start
a cascade of errors that stem from one mistake
Customer service definition - ANS-Positive ambiguity
Voice tone
Repetitive persistence
ECCS 1 - ANS-Normal tone/ volume
ECCS 2 - ANS-Anxious or conceded caller
ECCS 2 - ANS-Distressed but responsive
ECCS 3 - ANS-Yelling/ not listening
ECCS 4 - ANS-Hysteria
Standard 10 ( fast track) - ANS-Process to move though case entry quickly when there is
appropriate info gathered
Standard 11 (freelance questions) - ANS-Call taker may not use freelance questions or
instructions at any time
Standard 12 cold call - ANS-Event that must have occurred in the past
Standard 13 (order) - ANS-All questions and instructions will be read in the order prescribed by
the protocol
Standard 14 ( safety questions) - ANS-Give caller scene safety instructions when possible and
appropriate to do so
Standard 15 (sub questions) - ANS-Call taker must ask sub questions when possible and
appropriate
Standard 16 (questions/instructions/tools) - ANS-No protocol questions are to be asked in a in
appropriate area of the protocol
Standard 17 (new or updated info) - ANS-If new info is given the call taker is expected to move
to the correct point in the protocol
Standard 18 (appropriate protocol links) pictures - ANS-Pictures that help assist the call taker to
stay in concert with structure and function
Standard 19 ( failure to shunt) - ANS-Call taker will shunt to appropriate protocol when directed
Standard 20 ( inappropriate shunt) - ANS-Moving to incorporate Protocol when new info is given
Standard 21 (suspending interrogation) - ANS-Suspending questioning only if defined by
circumstances or directed by protocol
Standard 22 (calming & caller management) - ANS-Call taker may interrupt the protocol script to
calm caller
Standard 24 (description essentials) - ANS-Essential info that may not be scripted such as
weapons people and suspects
Standard 25 (lists) - ANS-Tools designed to assist in gathering info that are NOT to be read to
the caller
Standard 26 (txt2911) - ANS-Callers must text each appropriate question but for sake of time
may shorten questions
Standard 27 ( record info correctly) - ANS-If call taker improperly records an answer it can start
a cascade of errors that stem from one mistake
