PSC - May/June 2017 Issue - 42

* Use an appropriate emotional "tone,"
whether authoritative, understanding,
caring, direct, etc. Switch voice tone as
needed. One tone can escalate the caller's
emotional response and another can deescalate. It will depend upon the circumstance you are presented with. Sometimes
the coach needs to be a little tough and
sometimes, understanding. You will need
to learn how to gauge this with each caller.
* Use the caller's first name as a rapportbuilder throughout the event. It tells the
caller you see them as a special person,
acknowledging them as more than just
another case number.
* "Are you OK with me so far?" is a good
question to use if it seems like they are
becoming overwhelmed or getting lost in
the instruction sequence.
* Tell them they are doing a good job!
(Even if it may not sound so.) Your words
of encouragement breathe life into their
efforts and could assist you in calming
them down during the process.
DISPATCHER EXASPERATION

Dispatcher exasperation, a feeling of
intense irritation or annoyance, is something

the EMD needs to guard against. EMD calls can
be charged with anxiety and various emotions,
taking a toll on the EMD. Having processed a
large number of calls over your career, you may
perceive many of these calls as preventable.
Feelings of frustration and indifference toward
the victims can adversely affect how we interact
and handle the call, and we must guard against it.
Repeated heroin overdose events are spiking
to the point of epidemic, and with the availability of naloxone (brand name Narcan), those who
are addicted may continue in the abuse. We must
choose a positive, unassuming attitude when
working through these calls; the quality can never
diminish. As EMDS, we all need to guard against
a poor attitude that can fester within.
We really do not know what the caller or
victim is going through. The bottom line is that
we are waiting for the next call to help the next
person in trouble, doing our best. It is difficult
working through repeated events. We must
remember that WE MAKE A DIFFERENCE.
Everyone deserves our best, and we do have
a choice and control over how we respond to
each situation. A wise man once penned these
words: "So let's not get tired of doing good, for
at the proper time we will reap a harvest if we
do not give up."

*

References

Emergency Medical Dispatcher - Fifth Edition, Version
3, Copyright 2015, APCO Institute, Daytona Beach
Florida (Module 6 - Anatomy and Physiology, Page
6-2 to 6-9 - Circulatory System).
American Heart Association - Highlights of the 2015
American Heart Association Update foe CPR and
ECC. Copyright 2015 - American Heart Association.
http://eccg uidelines.hear t.org /w p-content/
uploads/2015/10/2015-AHA-Guidelines-HighlightsEnglish.pdf
Sudden Cardiac Arrest Foundation: SCA and
Heart Attack: Understanding the Difference.
Sudden Cardiac Arrest Foundation. http://
w w w. s c a - aw a r e . o r g / b l o g /s c a f o u n d a t i o n /
sca-and-heart-attack-understanding-the-difference
Agonal Respirations Simulation: YouTube - Ron Straight
- https://youtu.be/CBMxH4xtE8w
Agonal Respirations - Bondi Beach CPR Save (1:35-1:40 -
Agonal gasp): https://youtu.be/88uCTEmuuGI
Agonal Respirations - Bondi Beach Agonal (loop): https://
youtu.be/FntSfHVMP9M

Stephen H. Reichman has been involved
with 9-1-1 training since 1987. He is currently
the Training Coordinator at Bucks County
Emergency Communications. Steve oversees the
EMD program for his agency. He is also a member of the APCO Editorial Advisory Committee,
EMD Guidecard editing team, contributor for
the APCO CTO Student Manual 5th Edition and
adjunct instructor for APCO Institute.

CC9-1-1

PSC | apcointl.org

APCO Consulting Services

42

APCO provides organizations with an unbiased, vendor
neutral, comprehensive professional peer review of your
emergency communications needs and programs.

For more information, visit www.apcointl.org/consulting.
862331_Editorial.indd 1

3/22/17 8:04 PM


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Table of Contents for the Digital Edition of PSC - May/June 2017 Issue

President’s Channel
On Scene
Public Safety Communications Systems: The Future Is Smart
Evolution of the PSAP
E-Comm: A Model for Consolidated Emergency Communications and Public Safety Support
The Dos and Don’ts of Designing Your Communications Center on a Budget
When Germs Attack – Help Your PSAP Fight Back
How a Scheduling System Can Save Your Sanity
Advances in Quality Assurance and Improvement Software
9-1-1, Show Us Your Emergency
High Performance CPR & CDE Exam
Managing Peers in the PSAP & CDE Exam
Direct Channel With APCO
PSC - May/June 2017 Issue - Intro
PSC - May/June 2017 Issue - cover1
PSC - May/June 2017 Issue - cover2
PSC - May/June 2017 Issue - 3
PSC - May/June 2017 Issue - 4
PSC - May/June 2017 Issue - 5
PSC - May/June 2017 Issue - 6
PSC - May/June 2017 Issue - 7
PSC - May/June 2017 Issue - 8
PSC - May/June 2017 Issue - 9
PSC - May/June 2017 Issue - President’s Channel
PSC - May/June 2017 Issue - On Scene
PSC - May/June 2017 Issue - 12
PSC - May/June 2017 Issue - 13
PSC - May/June 2017 Issue - Public Safety Communications Systems: The Future Is Smart
PSC - May/June 2017 Issue - 15
PSC - May/June 2017 Issue - Evolution of the PSAP
PSC - May/June 2017 Issue - 17
PSC - May/June 2017 Issue - 18
PSC - May/June 2017 Issue - 19
PSC - May/June 2017 Issue - E-Comm: A Model for Consolidated Emergency Communications and Public Safety Support
PSC - May/June 2017 Issue - 21
PSC - May/June 2017 Issue - The Dos and Don’ts of Designing Your Communications Center on a Budget
PSC - May/June 2017 Issue - 23
PSC - May/June 2017 Issue - When Germs Attack – Help Your PSAP Fight Back
PSC - May/June 2017 Issue - 25
PSC - May/June 2017 Issue - 26
PSC - May/June 2017 Issue - 27
PSC - May/June 2017 Issue - 28
PSC - May/June 2017 Issue - 29
PSC - May/June 2017 Issue - How a Scheduling System Can Save Your Sanity
PSC - May/June 2017 Issue - 31
PSC - May/June 2017 Issue - Advances in Quality Assurance and Improvement Software
PSC - May/June 2017 Issue - 33
PSC - May/June 2017 Issue - 34
PSC - May/June 2017 Issue - 35
PSC - May/June 2017 Issue - 9-1-1, Show Us Your Emergency
PSC - May/June 2017 Issue - 37
PSC - May/June 2017 Issue - 38
PSC - May/June 2017 Issue - 39
PSC - May/June 2017 Issue - High Performance CPR & CDE Exam
PSC - May/June 2017 Issue - 41
PSC - May/June 2017 Issue - 42
PSC - May/June 2017 Issue - 43
PSC - May/June 2017 Issue - Managing Peers in the PSAP & CDE Exam
PSC - May/June 2017 Issue - 45
PSC - May/June 2017 Issue - 46
PSC - May/June 2017 Issue - 47
PSC - May/June 2017 Issue - 48
PSC - May/June 2017 Issue - 49
PSC - May/June 2017 Issue - Direct Channel With APCO
PSC - May/June 2017 Issue - cover3
PSC - May/June 2017 Issue - cover4
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