Ensuring Trust in 911
Public institutions like 911 depend on social trust. Without it, members of the public would not call ECCs in their moments of greatest need
[ Read More ]Communications Mapping
Being consistent often depends on the ability to keep one’s emotions in check with a challenging caller.
[ Read More ]Managing the Costs of Emotional Labor in Emergency Ambulance Call-Taking
A strong and supportive team culture, belief in the role and education are some strategies that can help to manage emotional labour within emergency ambulance call-taking.
[ Read More ]Reclassifying Emergency Dispatchers
Audrey Fraizer Matt Grogan did not anticipate the direction 911 would take him when he got his first job at a consolidated dispatch center in a suburb southwest of Chicago (Illinois, USA),
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