Foundations of Call Taking
Asking the Right Questions & Helping Different Types of Callers
We've all sat down at the console for the first time, and have been overwhelmed trying to remember or figure out what we need to ask and/or what information to get. This course breaks down the main 5 questions you'll want to answer when you take that phone call. You'll dive into what kind of questions will be helpful, as well as how to work with different types of callers.
Often times callers are emotional and/or hysterical and it's part of our role to help calm them while getting the needed information. This course will walk you through steps you can take to do just that.
Scroll down to see the course outline as well as to preview a couple of the lectures.
Your Instructor
Jennifer Hendrick
Jennifer is the Co-founder of Impact Dispatch. Currently the center she works with is law only, however, she has many years of Police, Fire, and EMS experience. She is married to a Paramedic and loves to pick his brain. She is, and has been, a trainer in the public and private sector for over 30 years. She loves to see people excel in their careers. She, however, is camera shy so stays behind the scenes. Her passion for training led her to work together with Halcyon to create Impact Dispatch.
Halcyon Frank
Halcyon is the co-founder of Impact Dispatch. She is a full-time dispatcher for an agency dispatching law, fire, and EMS. She previously was at a large law enforcement agency and has experience with training and the development of training curricula at her previous agency and in the private sector. Halcyon leads the development of the online training programs and the presentation of on-site trainings. She enjoys being able to combine her loves of dispatching and teaching, while being fueled by coffee.
DISCLAIMER:
The guidelines and procedures outlined in this course are not to supersede or be used in replace of any policies and procedures set forth by one's agency. They are simply a way to expand learning, and in the event an agency doesn't have any applicable policies or procedures, can be used as a guide for dispatchers.