EMD-Q standards
Standard One (as written) - ANS-Not as scripted: question not read correctly but no
meaning change. Combining questions is considered asked incorrectly
Standard two (clarifiers) - ANS-Only to be read when caller doesn't understand
Standard three (acceptable clarification or enhancements) - ANS-When caller is being
vague the caller must clarify
Standard four (alternatives) - ANS-Words or phrases with "/" caller must chose best
phase for situation
Standard five (operant questions) - ANS-PROQA blue font known info
Standard six (grammatical substitutions) - ANS-Call taker may modify the grammar of
scripted protocol
Standard seven (interrogation of third party callers) - ANS-May be advisable to attempt
to convert a Third party caller to second party when instructions are possible and
appropriate
Standard 8 (primary discipline selection) - ANS-Call taker must choose the most
appropriate discipline for initial response
Standard 9 (leading questions) - ANS-Asking a protocol question in a leading man or is
prohibited at any time
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 One (as written) - ANS-Not as scripted: question not read correctly but no
meaning change. Combining questions is considered asked incorrectly
Standard two (clarifiers) - ANS-Only to be read when caller doesn't understand
Standard three (acceptable clarification or enhancements) - ANS-When caller is being
vague the caller must clarify
Standard four (alternatives) - ANS-Words or phrases with "/" caller must chose best
phase for situation
Standard five (operant questions) - ANS-PROQA blue font known info
Standard six (grammatical substitutions) - ANS-Call taker may modify the grammar of
scripted protocol
Standard seven (interrogation of third party callers) - ANS-May be advisable to attempt
to convert a Third party caller to second party when instructions are possible and
appropriate
Standard 8 (primary discipline selection) - ANS-Call taker must choose the most
appropriate discipline for initial response
Standard 9 (leading questions) - ANS-Asking a protocol question in a leading man or is
prohibited at any time
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
