Dispatcher hangs up on 911 caller after he cusses at her.

[SandpitMedic]

http://www.ems1.com/911/articles/1654747-Dispatcher-hangs-up-on-caller-who-found-mother-dead/


Interesting, a lot of people are calling for heads to roll, and the department in clearly backing up their dispatcher by claiming they don't know who it was. Rightfully so I think. We have no idea why she reacted that way, even though some of us may be like, hey this is a two way street. Also, this version was edited significantly, so who knows how long they tried calming him and asking for his location. Granted, hanging up should not be an option. Although she may need retraining and possible CISM or some counseling to figure out why she basically snapped and gave up on the caller. Shouldn't have taken it personally.

 

[EMDispatch]

Abusive callers are a regular issue and quite frankly the norm. We are expected to a certain point to take the abuse, but most agencies do have disconnect policies for extreme cases. I can make absolutely no judgement on the operator without hearing a full tape, which I doubt anyone will have the opportunity to hear.

I've never made the call to disconnect myself, but there have been times I've come close. It is very hard at times to not take it personally, especially when they start threatening you, and deliberately targeting you in their conversation.

The biggest thing was that help was on the way before the operator disconnected. That's the biggest liability they'd have.

 

[SandpitMedic]

Right, and that the police operator was still on the line.

 

[DrParasite]

As an EMS Dispatcher, an EMD instructor, a (sometimes) Communications Training Officer, and a person who works in an urban area who frequently gets cursed at because I'm asking too many questions or the ambulance is taking too long, I think she should have been fired.

 

[abckidsmom]

As an EMS Dispatcher, an EMD instructor, a (sometimes) Communications Training Officer, and a person who works in an urban area who frequently gets cursed at because I'm asking too many questions or the ambulance is taking too long, I think she should have been fired.

Yep. I don't think I heard all of the call, but I heard no repetitive persistence, no action with a reason, no use of her calm to control the situation.

We were not allowed to disconnect the call before the caller. I pretty much agree with that policy.

 

[EMDispatch]

Yep. I don't think I heard all of the call, but I heard no repetitive persistence, no action with a reason, no use of her calm to control the situation.

We were not allowed to disconnect the call before the caller. I pretty much agree with that policy.

It's very interesting. In my agency many of us have adopted the policy of saying that we're getting some more information to help the paramedics. That little phrase, provided before they start asking why, does wonders for reducing caller agitation. There also is a definite lack of any calming techniques in what has been released