Naed - Etc: Chapter Four Call Management |41 Questions And Answers

What do people who call for public safety service want? To be treated with respect To have their problems addressed as soon as possible To be believed To be treated seriously To be appreciated for the valuable information they provide What is the key to good customer service? Keeping the customer in mind when handling duties in the communications center. Customers in Public Safety Communication: Internal Customer An internal customer is anyone who is internal to the public safety system. Customers in Public Safety Communication: External Customer An external customer is anyone who is outside the system. Internal customers include who? Other telecommunicators Dispatchers (in the horizontal dispatch model) Other internal entities in the agency Field response personnel Other agencies in the public safety system External customers include who? Callers requesting information or services Patients Victims Concerned bystanders Outside healthcare entities, such as hospitals and clinics Outside social service agencies, such as welfare agencies and local or state health departments Outside public service agencies not associated with public safety services, such as utility companies and city utility departments Outside private companies that provide services to the agency on a contract basis, such as wrecker services and funeral homes Describe the role of public relations in public safety. The goal of public relations program is to take a proactive approach to public safety. Public relations programs can be simple media-relations programs or extensive community involvement plans that include citizen volunteer programs, victim assistance programs, various programs for children and the elderly, and other targeted programs. What is the common misconception with emergency callers? A common misconception is that most emergency callers are too hysterical to respond appropriately. This misconception is likely a product of our tendency to focus on and talk about our most bizarre experiences (and the media's tendency to report them.) The Emotional Content and Cooperation Score (ECCS) is based on what? The callers tone of voice and level of cooperation. ECCS Emotion/Cooperation Score Normal, conversational speech 1 Anxious but cooperative 2 Moderately upset but cooperative 3 Uncooperative, not listening, yelling 4 Uncontrollable, hysterical 5 Define the hysteria threshold The point at which a caller loses control over actions and emotions, thereby losing the ability to answer questions or carry out instructions. Predictable Caller Behaviors: The "Nothing's Working!" Phenomenon Many people have the mistaken impression that CPR alone will bring the cardiac arrest victim "back to life." CPR simply keeps the body viable until the defibrillatory shock is administered. The "Nothing's working!" phenomenon can generally be handled with encouragement from the EMD. You should advise callers that they should not expect the patient to "wake up" and that they are doing the right thing to help the patient until EMS responders arrive. Predictable Caller Behaviors: "The Paramedics aren't coming" The few moments between a call for help and the arrival of EMS responders can seem like a lifetime to a frightened caller. "The paramedics aren't coming" is a common notion under such circumstances, and callers will often repeatedly ask, "Are the paramedics on the way?" or "Why are you asking me all these questions?" or "Why don't you just send somebody?" Again, you need to be reassuring and empathetic by addressing these concerns. Predictable Caller Behaviors: The Relief Reaction A less common but relevant situation may occur when a patients condition improves. The relief reaction is caused when feelings of relief, guilt, remorse, or fear of what might have been strike the caller. When the patient apparently no longer needs the immediate assistance of the caller, the caller has the opportunity to vent built-up emotion and often begins to cry. However, you need the complete attention of the caller to monitor any changes in the patient's often unstable condition. Predictable Caller Behaviors: Re-Freak Events Even the seemingly under-control caller may cross the hysteria threshold when confronted with certain events that remind him or her of the patient's distressing state. Predictable Caller Behaviors: Re-Freak Events: When the Caller and Patient Are Reunited In order to make an accurate patient assessment, you need to instruct the caller to get the patient as close to the phone as possible. While necessary, this action may trigger a re-freak event when the caller and the patient are reunited. The often grim sight of the ill or injured patient upon the caller's return is enough to cause this re-freak event. Predictable Caller Behaviors: Re-Freak Events: When the Caller Discovers That the Patient Is Not Breathing Some callers do not understand how critical a problem is until they discover that the patient is not breathing. When the patient is not breathing, the caller is reminded that the situation is very real and very critical. Predictable Caller Behaviors: Re-Freak Events: The "What Happened?" Event The arrival of an additional person at the scene may also trigger a re-freak event. While the innocent inquirer is most often a friend or family member, anyone who happens upon the scene may trigger the "What happened?" event -- even a responder. What is The Gap Theory? Temporary silences, or "gaps", during the call can elevate caller anxiety. What are three reasons for call-processing gaps? The lack of a standardized protocol system Insufficient training and practice Data entry and dispatch responsibilities How do callers often respond to call-processing gaps? They attempt to take control of the conversation and insert demands or uncooperative statements into the interrogation or instruction process. What two things can you do to help minimize gaps? Compliance to an approved protocol system Telling the caller what you are doing and why Identify the Five Techniques of Call Management Minimize call-processing gaps. Focus on the caller's message, not the way it's delivered. Acknowledge the caller's emotion Use calming techniques throughout the call. Use repetitive persistence when necessary, What is repetitive persistence? You repeat a phrase, verbatim, multiple times in a firm, even tone. The phrase must contain both an action and a reason for the action. Cultural Diversity and Communication By being aware of the problems that can occur when dealing with various cultures, you can avoid common errors that often create problems during intercultural communication. Culture is defined as a set of learned behaviors, values, beliefs, and patterns of interaction shared by a group of people who tend to share historical and/or geographic proximity. The hearing-impaired community is a culture in that they share behaviors, values, and patterns of interaction that may be different from others. Recognize that there are different cultures in the world and that each has its own unique characteristics. Handle each call as if there were no cultural differences. When dealing with someone from another culture, remember the communication cycle. Many agencies use language translation services to help facilitate communication between callers and the public safety agency. Communicating with foreign-language Callers When working with these callers, you should avoid the tendency to speak louder when you are having trouble communicating. Instead of speaking louder, try using different words to express the same message. To effectively work with foreign-language callers, what three questions should you ask yourself? Does the caller know enough of my language to communicate? How do I obtain foreign language support? When should I send an initial response?